Patient Services Representative

Description

Under the supervision of the Health Services Patient Services Supervisor, the Patient Services Representative supports providing quality on-site and off-site health care services to patients, consistent with the provisions of the WA DOC Health Plan. The PSR will work collaboratively with the clinical providers and transport team utilizing the established CRC Process and Scheduling Process and guidelines. The PSR will cross-train to serve as backup for other PSR staff as needed and will support adherence to DOC Policy.

• A detailed resume
• A cover letter
• Three professional references

Duties

Appointment Scheduling following the Scheduler Training Document process.
Tasks for off-site scheduling include:

• Processing Authorized/denied CRC consults after HQ has updated.
• Calling and scheduling patient appointments with offsite providers.
• Requesting an appropriately licensed staff (RN, LPN, or Provider) complete and/or sign appropriate paperwork requested by the provider for an offsite appointment.
• Placing medical holds on patients when appropriate.
• Checking patients’ separatees and STGs to ensure patients are scheduled accordingly.
• Preparing offsite trip packets for offsite trips.
• Requesting consultation paperwork from offsite providers when necessary.
• Filling out the completion section of the consult, documenting receipt of offsite consultant paperwork and or consult forms printed from OMNI-HS.
• Closing consult.
• Tracking all ER trip-out orders.
• Calling units and appropriate custody staff when appointments are canceled due to a variety of reasons. Reschedule canceled appointments for the next available appointment.

• Scheduling onsite medical, dental, nursing, and Mental Health/Psychiatry appointments in OMNI-HS as the position requires.
• When scheduling Mental Health appointments will ensure patients are scheduled within 30 days of arrival.

• Assuring the appointments entered in OMNI-HS correspond with provider/practitioner staff schedules.
• Canceling and rescheduling appointments as needed utilizing the Cancellation List provided Headquarters.
• Coordinating with other schedulers to submit a daily ‘confidential’ to generate a daily call-out sheet and submit it daily by the 0800 deadlines.
• Meeting and adhering to all scheduling deadlines.
• Answering kites submitted by patients regarding scheduling appointments.
• Answering phone calls and e-mails from staff concerning urgent issues.
• Calling units and appropriate custody staff when appointments are canceled due to a variety of reasons. Rescheduling canceled appointments for the next available appointment.
• Adhering to patient confidentiality throughout the scheduling process.
• Utilize OMNI consult Chronos for communications.

• When backing up the dental scheduler will update and maintain D3 lists as needed.
• Creating CRC approval/denial notifications and forwarding them to patients.
• Creating Consult Request Reports and CRC Reports.
• Maintaining scheduler queue and appointment database.
• Ensuring shell appointments are scheduled by appointment Target Date established in OMNI-HS. This should be done daily.
• Following up with providers on appointments that are not resolved on or by the actual appointment date. This should be done daily.
• Investigating medical appointment that are not resolved.
• Deleting only those appointments that are created for movement purposes only, i.e., diabetic line.

• Coordinating for escorts and interpreters.
• Adhering to custody and security operating procedures when scheduling around gate/movement times.
• Coordinating and communicating with custody to ensure a safe and secure environment.
• Checking patients’ separatees and STGs to ensure patients are scheduled accordingly.

• Ensure health records are accurately filed and available to HS staff.
• Review patient documents/record for completeness, accuracy, signatures.
• Follow up with providers when record is incomplete.
• Provide on the spot instruction to bring record into compliance.
• Ensure health record is formatted correctly in accordance with HIMPS.
• Use of OMNI system to research and maintain accurate health record integrity.

• Updating the monthly calendar/schedule to reflect approved leave for providers, adjusting/rescheduling patients as necessary.
• Responding to staff emails that request scheduling information or changes.
• Answering multi-line phones and soft phone. Utilizing E-fax. Responding to all messages in a timely fashion.

Qualifications

Required Qualifications:

• High School Diploma or equivalent.
• Ability to deal with problems and conflicts in a rational and professional manner.
• Experience working in an office or customer service position in a healthcare/services environment; use and knowledge of medical terminology.
• Ability to interpret policies and procedures, written and verbal communication.
• Proficiency in computer applications including Outlook, Word, Excel, and Access; advanced typing and computer software application skills.
• Requires bending, reaching, pulling health records from shelves at all levels, lifting crates of health records and pushing carts.
• Requires working in an open cubicle environment.
• Requires work in multiple correctional facilities resulting in close proximity to incarcerated individuals.

• Two years of general office experience or experience working in an office or customer service position in a healthcare/services environment; knowledge and understanding of and experience using medical terminology as part of employment or education.

• Equivalent education/experience.

Supplemental Information

Please include a minimum of three professional references with your application:

• The Department of Corrections defines a professional reference as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies.
• If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates.
• Phone number AND email address are required for all professional references.

• Remote/telework/flexible schedules (depending on position)
• Up to 25 paid vacations days a year
• 8 hours of paid sick leave per month
• 12 paid holidays a year
• Generous retirement plan
• Flex Spending Accounts
• Dependent Care Assistance
• Deferred Compensation and so much more!
• Many DOC jobs are covered by the Public Safety Employees' Retirement System (PSERS). If someone moves from a Public Employees Retirement System (PERS) eligible position to a PSERS eligible position, they actually retire under two different systems/plans. For more information, please contact the Department of Retirement System at: 1-800-547-6657.

• The mission of DOC is to improve public safety. For additional information about the agency, please visit doc.wa.gov.
• A background check including criminal record history will be conducted prior to a new hire. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
• Employees may work directly with or in close proximity to incarcerated individuals in a potentially hazardous setting. Please consider this when deciding whether to apply.
• We are committed to maintaining a drug and alcohol-free work environment, and our employees are expected to comply with all state and federal laws.
• Oleoresin Capsicum (OC) is an aerosol pepper spray made available as a means of self-defense and/or de-escalation. Applicants with sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Animal care projects are a common component of most Washington State prisons, including dog and cat programs. Applicants with animal sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Tuberculosis (TB) is a priority health issue for DOC employees. The successful candidate may be required to provide valid proof of a baseline TB skin test within 60 days of the date of hire. When positive tests result, further information, testing and treatment may also be required. Employment is not contingent upon test results.
• If this position is included in a Union Shop, employees will be required to become members within thirty (30) days of employment.
• Requires respirator medical evaluation questionnaire, fit testing, training, and use of respiratory protection as required by the WA Industrial Safety & Act standards. Refer to WAC 296-842 to learn more.
• Salary is based on experience and is determined at the time a final offer of employment is made. The salary range listed in the job posting includes Steps A-M. Step M is a longevity step and is typically gained six years after being assigned to Step L in your permanent salary range.
• Foreign equivalent degrees awarded outside the United States must have a credential evaluation report attached to your application. You may request the required evaluation/documentation fromwww.wes.organdwww.aice-eval.org. Until this documentation is provided, you will not be selected to move forward in the hiring process.
• This recruitment could be used to fill multiple permanent or non-permanent positions.
• The DOC complies with the employment eligibility verification requirements for the federal employment eligibility verification form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
• DOC complies with the employment eligibility verification requirements for the federal employment eligibility verification form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form.https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents
• DOC does not use E-Verify; therefore, we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visitwww.uscis.gov.

• Cultivate an environment of integrity and trust:Corrections values partnership and trust. We foster openness and support courageous conversations. We are committed to doing what we say we are going to do by being accountable and taking personal ownership in our actions.
• Respectful and inclusive interactions:Corrections appreciates and values individuals by promoting an inclusive and diverse environment, which encourages safety. We respect, value, and listen to the thoughts, feelings, and perspectives of our stakeholders and consider the impact on those we serve as well as each other.
• People's safety: Corrections believes in creating an environment that values physical, mental, and emotional security and well-being. We honor those who advance safety for all.
• Positivity in words and actions:At Corrections, we assume positive intentions and believe there is a shared desire for the best outcome. We consistently demonstrate positive behavior and always put forth our best effort.
• Supporting people's success:Corrections is committed to our community – understanding individuals, instilling hope, embracing change, and providing opportunities.

• Foster a positive attitude and openness toward the ever changing social and cultural makeup of the workplace.
• Work effectively with people of different perspectives, abilities, disabilities, races, religions, ages, lifestyle preferences and social, ethnic, and cultural backgrounds.
• Respectfully acknowledge people's differences and recognize these differences as important and valuable.
• Promote inclusiveness.
• Be culturally sensitive and appropriate.
• Respect and value diverse backgrounds and traditions.