Clinic Services Specialist

Support Services Specialist – Radiation Oncology

The Department of Radiation Oncology has an opening for a Support Services Specialist to provide support of UI Health Care patient access services to ensure effective and efficient delivery of excellent health care services through frontline clinic operations support.  Duties include coordination of patient appointment scheduling, reception duties of checking in/queueing patients, and obtaining/completing required documentation, all requiring knowledge of Epic and Radiation Oncology Mosaiq system.  Will perform specific activities for the specialized Radiation Oncology clinic on the health care campus as well as some scheduling functions for external outreach clinics.  Included in general functions are appointment, scheduling face to face and via telephone, use of the EPIC work queues, coordination/communication with multiple departments and external constituents and reception duties for the Department of Radiation Oncology.  Provide high level customer service and ensure patients have an excellent experience by following the “Standards of Excellence” guidelines and uphold best practices set forth by the Department of Radiation Oncology and UI Health Care. 

Position Responsibilities:

•       Effectively and efficiently coordinate and schedule patient visits and appointments in the specialized Radiation Oncology outpatient clinic using both EPIC and Mosaiq revenue cycle and treatment systems.
•       Comply with Ambulatory Operations scheduling policies and established departmental guidelines and best practices to facilitate all patient appointments.
•       Serve as intermediary between patients, external scheduling staff, and clinical care staff concerning scheduling access and medical care concerns.
•       Facilitate coordination of complex radiation treatment appointments with patients and other clinical departments. 
•       Answer incoming clinic calls, field and answer questions, schedule appointments, route calls and relay messages as appropriate, working with numerous distractions and interruptions.
•       Coordinate appointments with other UIHC departments as needed.
•       Assist with resolving immediate scheduling issues by working with Clinical Services Coordinator.
•       Notify supervisor of unresolved scheduling issues. 
•       Perform reception coverage; assist with patient appointment check in process through the Epic and Mosaiq systems; greet patients upon arrival to the clinic; answer questions in a manner consistent with service excellence principals; update patient address, phone, insurance, MSP data and caregiver information; ensure patients complete and/or sign all appropriate documentation.
•       Facilitate patient flow within the clinic and hospital through utilization of the Epic Department Appointments Report and Mosaiq Master Schedule; direct patients to appropriate waiting areas; assist with directions to other UIHC clinics; provide parking validation.
•       Collaborate with peers in clinical departments, patients, and external agencies and to facilitate delivery of services. Serve as intermediary between patients, frontline staff, nursing and providers concerning scheduling concerns and medical needs. Notify appropriate clinic manager and frontline staff of access or scheduling issues and work to identify a solution for resolution.
•       Negotiate schedule changes with providers and communicates changes with staff/supervisors.
•       Provide feedback to management on means to resolve service and operational issues.
•       Comply with established departmental workflow and Ambulatory Operations processes to achieve performance expectations; communicate successes and challenges to clinic services coordinator.
•       Effectively utilize Service Excellence initiatives in patient and customer services.
•        Contribute to the expectation that all patients will receive the EPIC After Visit Summary and receive access information to EPIC via My Chart.       Assist with new staff and student training during departmental onboarding processes. 
•       Maintain a culture of Service Excellence by modeling professional behaviors in compliance with UI HealthCare training requirements, policies and procedures as well as Department of Radiation Oncology Mission Statement.
•       Ensure adequate coverage of assignments for customer service roles.
•       Contribute to continuous improvement of patient scheduling and provider/patient communication to ensure Ambulatory Operations guidelines.
•       Work with appropriate staff regarding supply and facilities maintenance requests.
•       Provides billing support by reviewing patient payor status to determine need for referral; initiate referral process and link appropriate appointment.

This position is not eligible for University sponsorship for employment authorization. 

Benefits Highlights:

• Regular salaried position located in Iowa City, Iowa
• Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans
• For more information about Why Iowa?, click here

Additional Information

·      Classification Title: Clinic Services Specialist

·      Appointment Type: Professional and Scientific

·      Schedule: Full-time; Monday-Friday, 8 am to 5 pm

Compensation

Pay Grade: 3A   https://hr.uiowa.edu/pay/pay-plans/professional-and-scientific-pay-structure 

For additional questions please contact Joleen Timm, Radiation Oncology HR, @ joleen-timm@uiowa.edu.