Patient Services Representative

Description

Patient Service Representative

Full Time-Permanent

WA State Penitentiary – Walla Walla, WA

Monthly Salary Range: $4,320 to $5,756

WA State Department of Corrections is seeking a Patient Service Representative to work at the WA State Penitentiary in Walla Walla, WA.

The mission of the Health Services department is to:

• Provide medically necessary health care services to Incarcerated Individuals assigned to Washington State Penitentiary Center in the most effective way to achieve the desired clinical outcomes.
• Use efficient methods to appropriately utilize resources and the most cost-effective measures possible.
• Apply cost containment measures and best practices in all circumstances.

Under the supervision of the Health Services Secretary Supervisor, this incumbent supports that mission to assure that incarcerated individuals have access to on-site and off-site health care services as designated by practitioners, consistent with the provisions of the WA DOC Health Plan. The incumbent will work collaboratively with the clinical providers and transport team utilizing the established Care Review Committee (CRC) Process and Scheduling Process and guidelines. The incumbent will cross train to serve as backup for all Patient Service Representatives for on-site and off-site care. Will support adherence to DOC Policy.

Application assessment will be ongoing, and 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."

Duties

Appointment Scheduling following the Scheduler Training Document Process

• Process Authorized/denied CRC consults after HQ has updated.
• Call and schedule Incarcerated Individuals' appointments with offsite providers.
• Request an appropriately licensed staff (RN, LPN, or Provider) complete and/or sign appropriate paperwork requested by provider for offsite appointment.
• Place medical holds on Incarcerated Individuals when appropriate
• Check patient's separatees and STGs to ensure patients are scheduled accordingly.
• Prepare offsite trip packets for offsite trips.
• Request consultation paperwork from offsite providers, when necessary.
• Fill out the completion section of consult, documenting receipt of offsite consultant paperwork and or consult forms printed from OMNI-HS.
• Close consult.
• Track all ER trip out orders
• Call units and appropriate custody staff when appointments are cancelled due to a variety of reasons. Reschedule cancelled 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 Incarcerated Individuals are scheduled within 30 days of arrival.

Both on-site and off-site scheduling duties include the following:

• Ensure the appointments entered in OMNI-HS correspond with provider/practitioner staff schedules.
• Cancel and reschedule appointments as needed utilizing the Cancellation List provided by Headquarters.
• Coordinate with other schedulers in order to submit a daily 'confidential' to generate a daily call out sheet and submit it on a daily basis by 0800 deadline.
• Meet and adhere to all scheduling deadlines.
• Answer kites submitted by Incarcerated Individuals regarding scheduling.
• Answer phone calls and e-mails from staff concerning urgent issues.
• Call units and appropriate custody staff when appointments are cancelled due to a variety of reasons. Reschedule cancelled appointments for the next available appointment.
• Adhere to patient confidentiality throughout scheduling process.

Optimizes patient access to care by daily, weekly, and monthly OMNI audit reviews.

• Print Consult Request Reports and CRC Reports
• Maintain scheduler queue and appointment database
• Ensure 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.
• Investigate medical appointments that are not resolved.
• Delete only those appointments that are created for movement purposes only, i.e. diabetic line.

Both on-site and off-site schedulers will ensure communication with custody regarding movement of incarcerated individuals for medical purposes.

• Coordinate for escorts and interpreters.
• Adhere to custody and security operating procedures when scheduling around gate/movement times.
• Coordinate and communicate with custody to ensure a safe and secure environment.
• Check patient's separatees and STGs to ensure patients are scheduled accordingly.

Both on-site and off-site schedulers will update and maintain scheduler queue/appointment data base. Other office duties for on-site and off-site schedulers.

• Request co-pay refunds.
• Ensure that all appointments are resulted with an encounter in a set time period.
• Make adjustments/reschedule patients when necessary.
• Respond to staff e-mails that request scheduling information or request changes.
• Attend monthly tabletop meetings with the HS unit scheduling team and supervisor.
• Answer multi-line phone calls. Respond to all messages.
• Maintain current desk reference manual.

Optimize access to care by utilization of OMNI and self-service reports to assist in scheduling per CQIP performance measures.

• Run and audit OMNI reports to assist with scheduling functions. Use of reports below and other reports assigned to include:
• Metal Health Reports
• D3 Dental Reports
• TB Reports
• IPN Reports
• Cancer Related Screening Reports
• Other reports as assigned

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 a correctional facility resulting in close proximity to incarcerated individuals.

Supplemental Information

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:

• 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 appreciate 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 believe 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.

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 ofhire. 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 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 and 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.
• DOC does not use E-Verify; therefore, we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visit .

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:

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 or call at

For TTY service, please call the Washington Relay Service at 7-1-1 or

Salary : $4,320 - $5,756