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University of Washington
Seattle, WA

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Employment Type
Full Time
Institution Type
Four-Year Institution
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BUSINESS OPERATIONS SUPERVISOR (FULL-TIME, DAYS) Req #:202723Department:HMC - AMBULATORY PROCEDURE SPECIALTY UNITJob Location: Harborview Medical Center Posting Date:04/22/2022 Closing Info:Open Until Filled Salary:Salary is commensurate with experience and qualifications. Shift:First Shift A higher degree of healthcare.

All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored.

As the region's only Level I Trauma center, Harborview Medical Center is well known for innovations and excellence in trauma care and its centers of emphasis: Trauma, Burn, Neurosciences, AIDS/STD, Center for Advanced Reconstruction and Rehabilitation (CARER), and mentally-and medically- vulnerable populations. Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region.

Challenge. Collaboration. Compassion. Become part of our team, and join our mission to make life healthier for everyone in our community.

The HMC Ambulatory Procedure Specialty Unit has an outstanding opportunity for a Business Operations Specialist (Full-Time, Day Shifts). Under general supervision, the Business Operations Supervisor supervises Patient Care Coordinators (PCC), Patient Service Representatives (PSS), and other assigned staff, coordinating patient¡¦s entry into and through the clinic/department and Harborview Medical Center.

The Business Operations Supervisor performs specific leadership functions related to clinical practice, education and/or management as delegated by and in collaboration with the Nurse Manager and Clinic Medical Director. This position provides leadership for clinic and divisional activities that promote delivery of quality care and service, effective problem solving and communication, and continued professional development for self and others. Serves as a role model and provides guidance to other staff including review and evaluation of performance.


• Demonstrate support for department, divisional and medical center policies/procedures and assures staff adherence to policies/procedures.
• Support clinic and PCS QI and process improvement activities by actively participating on committees and developing clinic specific programs.
• Promote and protect general safety for patients/families/visits and co-workers, through measures such as adherence to correct procedures, monitoring for appropriate responses, management of assignments, seeking consultation and instructing others.
• Participate on department leadership team, attending monthly meetings.
• Contribute to selected department, divisional and institutional projects and committees.
• Initiate or participate in development of department goals and orientation programs.
• Ensure documentation of abnormal incidents on incident report forms; review and route to manager. Follow up on incident as appropriate in a timely manner.
• Participate in debriefing of leadership team after occurrence of any critical incident.
• Act as an initial point of contact for patient complaints of non-clinical issues.
• Communicates all issues of concern to the Clinic Practice Manager through regular meetings.
• Collaborates with RNIII to improve and coordinate front to back operations.
• Encourage and facilitate staff development.

• Supervise non-clinical staff.
• Coordinate the day-to-day business operations of the department. Monitor staff assignments and make adjustments as needed to ensure critical needs are met in the clinic.
• Complete new employee competencies, consistently complete annual competencies and attend clinic specific in-service educational offerings.
• Participate in the interview process for new applicants for clinic staff positions.
• Mentor and assure orientation of all new staff, students and volunteers.
• Facilitate ongoing training of all designated non-clinical staff.
• Perform first level counseling and coaching of non-clinical staff.
• Perform staff performance evaluations with review by Nurse Manager in a timely manner.
• Manage the time sheets to assure accuracy, timely submission and facilitates problem solving payroll questions.
• Process all non-clinical staff requests for time off including vacation and CE requests and ensure appropriate coverage.

• Supervise Staff.
• Monitor front line staff on comprehension of, and training needs regarding regulatory compliance for HIPAA, billing/reimbursement requirements for Medicare/Medicaid, other third party payors and regulatory agencies.
• Supervise front line staff in the performance of:
• Appointment making
• Scheduling of procedures
• Call management
• Daily schedule management
• Patient referral input and processing in coordination with the
Patient Access Center
• Service capture/coding review
• Cash collection and management
• Insurance verification and pre-authorization in coordination
with Financial Clearance Unit / Patient Access Center
• Clerical support for clinical teams
• Medical records and release of information
• Patient check-in
• Coordination of transfer of care to and from other hospitals
• Patient transportation
• Ensure office supply levels meet the department needs.
• Provide oversight for development and maintenance of appointment templates and ensure that staff follows appointing protocols when scheduling.
• Proactively manage the appointment templates.
• Ensure processing of clinic charge documents to contain complete/accurate information, is submitted within acceptable time frame for acceptance of the charge, and monitor the rate and reason of rejected charge documents.
• Ensure competence of assigned staff and provide outcomes to Nurse Manager.

• Greet patients and families.
• Monitor non-clinical staff activities to ensure they maximally support the provider to see patients.
• Advocate for the patient/family by locating appropriate staff to address concerns
• Appropriately directs patients and others to other departments across the medical center.
• Promote and model an atmosphere/attitude of respect for human dignity and the uniqueness of each person encountered in the clinic setting.
• Promote and protect general safety for patients/families/friends and co-workers through adherence to correct procedures, timely communication of messages and test results, and appropriate consultation.
• Act promptly and effectively in managing self, patients and other employees during an emergency situation.
• Participate in and support quality assessment and improvement activities.
• Maintain/improve own clinical professional competence, knowledge and skills to meet identified self-learning needs and annual review requirements.
• Apply appropriate policies, procedures, protocols, and standards of practice in performing duties.
• Support and lead development of department and divisional effectiveness through such activities as participating in department and divisional problem-solving, demonstrating support for department and divisional policies, sharing expertise, contributing to selected clinic projects and committees and modeling activities which promote cost effectiveness and fiscal responsibility.
• Promote and contribute to the development of team in department and working relationships between the clinic and other departments/disciplines.
• Other duties as assigned.

Bachelor¡¦s Degree in business, public relations or medically related field AND at least two years’ experience in a management or supervisory role OR equivalent education and experience.
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral. The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected].


Governor Inslee's Proclamation 21-14.2 requires employees of higher education and healthcare institutions to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination. View the Final candidate guide to COVID-19 vaccination requirement webpage for information about the medical or religious exemption process for final candidates.

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