Patient Services Representative- OCC

The patient services representative will work collaboratively with the clinical providers and transport team utilizing the established CRC Process and Scheduling Process and guidelines.   They will cross train to serve as backup for other Patient Services Representatives as needed.

A COMPLETED APPLICATION PACKET WILL INCLUDE:

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

Applications will be reviewed as they are received. The hiring authority reserves the right to offer the position at any time during the recruitment process. It is to the applicant's advantage to apply as early as possible. 

"This recruitment could be used to fill multiple permanent or non-permanent positions" "This recruitment could be used to fill multiple permanent or non-permanent positions" 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.

Tasks for on-site scheduling include:

• 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.

On-site and off-site scheduling duties include the following:

• 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.

On-site and off-site schedulers will update and maintain Scheduler Queue/Appointment database, and create CRC Reports, and D3 lists.
Tasks include:

• 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.

On-site and off-site schedulers will ensure Communication with Custody regarding movement of patients for medical purposes.

• 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.

Health Record Tracking/Filing/Preparation

• 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.

Other Office Duties for on-site and off-site schedulers

• 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.

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.

Preferred/Desired Qualifications:

• 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.

OR

• Equivalent education/experience.

Mission: The mission of DOC is to improve public safety by positively changing lives.

Our Vision: Working together for safer communities.

Our Commitment: To operate a safe and humane corrections system and partner with others to transform lives for a better Washington.

Our Core Values:

1. 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.
2. 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.
3. 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.
4. 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.
5. Supporting people's success: Corrections is committed to our community – understanding individuals, instilling hope, embracing change, and providing opportunities.

IMPORTANT NOTES: 

• Please include a minimum of three (3) professional references with your application. A professional reference is defined 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.   

**Please note:  Phone number AND email address are required for all professional references. 

• 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 near 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. A pre-employment drug test may be administered as part of the selection process, and applicants who test positive for any controlled substances, will be disqualified from consideration. 
• 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 from the date of hire. When positive tests result, further information, testing and treatment will also be required. Employment is not contingent upon test results.
• This position may be represented by a bargaining unit.

• 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.  
• Must be able to work in spaces, climb stairs, walk long distances, and frequently lift up to 30 pounds. Under rare circumstances this position may be required to lift or carry up to 50 pounds and push up to 100 pounds. 
• 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 from www.wes.org and www.aice-eval.org. Until this documentation is provided, you will not be selected to move forward in the hiring process.
• Candidates who are offered a job with the Department of Corrections must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• (FOR RN POSITIONS) 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-U. Step U is a longevity step and is typically gained six years after being assigned to Step T in your permanent salary range.  
• (FOR ALL OTHER NON WMS POSITIONS) 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.
• 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 visit www.uscis.gov.

We are committed to hiring individuals who possess core diversity competencies:   

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.

What We Offer: 

As an employee of the Department of Corrections, your work-life integration is a priority.  Washington State employees are offered one of the most inclusive and competitive benefits packages in the nation.  Besides comprehensive family insurance for medical, dental, and vision, these perks also may include:

• 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.

DOC is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, gender expression, age, honorably discharged veteran, veteran status, genetic information, or the presence of any sensory, mental or physical disability or the use of a trained guide dog or service animal by a person with a disability.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email Angela Berrier at  amberrier@doc1.wa.gov or call at 509.540.7078. For TTY service, please call the Washington Relay Service at 7-1-1 or 1.800.833.6388.

Salary : $4,080 - $5,436