Clinic Services Specialist (Advanced Workroom Scheduler)-Pediatric Specialty Clinic

The University of Iowa Stead Family Children’s Hospital, Pediatric Specialty Clinic is seeking a Clinic Service Specialist (Advanced Workroom Scheduler), who will be stationed in the workroom along with the providers in this position’s assigned specialty. This person will be responsible for scheduling patient appointments, following the guidelines set forth by the department providers and the scheduling protocols provided by the department manager.  This position will be working closely with patients and families for follow up appointments after their clinic visit. They will also need to uphold the department’s best practices and be accountable for performing these tasks. Serves as mentor, role model, and service excellence ambassador for staff, co-workers, patients and visitors. May perform other duties as assigned.

Primary duties and responsibilities include:

·       Provide Patient Access Services to Clinical and Non-Clinical Departments:

·       Primarily responsible for the rescheduling and scheduling of the patients in their assigned specialty.

·       Become a subject matter expert in the specialty assigned to them, including the schedules for the providers in that specialty.

·       Provide coverage in other scheduling areas as needed.

·       Provide frontline clinic operation support, such as the coordination of patient appointment scheduling, the preparation of pre-registration paperwork for patient visits, obtaining and verifying pre-authorizations, and the education of patients regarding billing process and additional financial responsibilities.

·       Work both independently and with peers to complete tasks as assigned.

·       Assists providers and patients directly by problem solving scheduling issues.

·       Follow scheduling policies and clinic guidelines to facilitate patient appointments.

·       Work with peers to assist department in keeping Epic Work Queue and In-baskets at acceptable levels.

·       Perform tasks /inspections to meet compliance goals and patient/customer satisfaction expectations.

·       Maintain ongoing communication with the health care team within divisions.

·       Review and manage staff messages within EPIC.

·       Serve as intermediary between patients and healthcare team concerning scheduling concerns and medical needs.

·       Provide feedback to management on means to achieve goals and resolve service issues.

·       Obtain patient medical records and confirm upcoming patient appointments. Ensure full utilization of provider clinic availability and maintain clinic capacity.

·       Review patient charges to ensure accuracy and answer questions concerning billing procedures and charges. 

·       Attends scheduling staff meetings.

·       Flexibility to cover vacation and absences when needed in other areas.

·       Other duties as assigned.

Patient Satisfaction/ Service Excellence: 

·       Provide high level customer service with internal and external customers, including patients, visitors, physicians and other clinical staff.

·       Ensure patient satisfaction and safety by ensuring calls and inquiries are documented and triaged appropriately.

·       Address concerns of patients, provide service recovery, and escalate issues as needed.

Operations and Quality Standards/ Improvement:

·       Recommend processes to enhance patient and customer satisfaction.

·       Review scheduling templates and make recommendations for improvement opportunities related to patient access and clinical operations.

Human Resources Management:

·       May provide training or other aspects of the onboarding process for students and new hires.

Financial Management:

·       Collaborate with others regarding the management of Pre-Access and Financial Counseling.

·       May analyze, monitor and report financial data, information and reports.

·       May initiate and/or approve routine fiscal transactions.

·       May contribute to budget development.

About University of Iowa Stead Family Children’s Hospital

University of Iowa Stead Family Children’s Hospital has been dedicated to meeting the health care needs of children and families since 1919. As Iowa’s only comprehensive children’s hospital, we provide care for children from birth to young adulthood. Services range from promoting wellness to the care of general childhood illness, surgery, traumatic injuries, life-threatening and chronic illnesses, and developmental disabilities. As part of an academic medical center, University of Iowa Stead Family Children’s Hospital also performs groundbreaking research to help solve the mysteries of childhood diseases, in addition to training the next generation of health care professionals. UI Stead Family Children's Hospital is a state-of-the-art pediatric facility that is part of the comprehensive resources of UI Health Care. Our physical facilities grew considerably in 2017. Consistent with our philosophy of patient- and family-centered health care, the new hospital was designed by, with, and for pediatric patients and families.