Clinic Services Specialist-Cochlear Implant Clinic
The Department of Otolaryngology is seeking a Clinic Services Specialist to provide services for the cochlear implant clinic related to access, scheduling, and support to assure effective and efficient delivery of health care services striving toward an excellent patient experience. Positions in this job family are engaged in one or more activities related to scheduling patient appointments, serving as a patient advocate, handling patient access requests, handling service recovery incidents, ensuring appointments are scheduled appropriately, and using independent judgement to best ensure the patient has an excellent experience.
Key areas of responsibility include providing cochlear implant patient’s with access services to UI Health Care, communicate/collaborate with internal and external constituents, operations, and performance standards, and financial management.
Perform Optime surgery scheduling and scheduling patient appointments in the EPIC system for Otolaryngology cochlear implant adult and pediatric patients. Assist with problem solving of surgery/procedure scheduling issues. Assist with EPIC messages and schedulable order work queues, outside provider referrals, and email as it pertains to various cochlear implant processes. Coordinate appointments and ensure prior authorizations and predeterminations for cochlear implant evaluations, surgeries, and follow-up appointments. Ability to work varying hours between 7 AM and 5 PM as needed.
KEY AREAS OF RESPONSIBILITY
Provide Patient Access Services to Clinical and Non-Clinical Departments:
Provide coordination of patient appointment scheduling, procedure scheduling in Cadence and Optime Epic programs. Provide education of patients regarding billing process and additional financial responsibilities. Follows the scheduling policies to facilitate all patient appointments related to cochlear implant processes. Provides letters of medical necessity associated with cochlear implant surgeries.
May perform other duties as assigned.
Patient Satisfaction/ Service Excellence: \
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.
Communicate/Collaborate with Internal and External Constituents:
Serves as an intermediary between patients and nursing personnel concerning scheduling and medical needs.
Negotiates appointments with patients and other departments.
Negotiates schedule changes with providers and communicates changes with staff/supervisors.
Collaborate with peers and co-workers to enhance the delivery of health care.
SUPERVISION RECEIVED
Supervision is received from clinical department administrator.
SUPERVISION EXERCISED
Functional supervision may be exercised over support staff.
A Bachelor's degree or an equivalent combination of education and experience is required.
Excellent written and verbal communication skills are required.
6 months related experience is required.
Proficiency in computer applications including Microsoft Excel, Word and PowerPoint is required.
Previous customer service experience is highly desirable.
Otolaryngology terminology is highly desirable.
Experience with Epic Optime is highly desirable.
Experience with hospital operations and/or Ambulatory Clinic operations is desirable.
Experience with EPIC is desirable.
Experience with scheduling is desirable.
Experience with in person patient interactions is desirable.
Knowledge of University of Iowa Hospitals and Clinics policies, procedures and regulations is desirable.
Position and Application Details
Successful candidates will be subject to a criminal background check and education/credential verification. Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check. Up to 5 professional references will be requested at a later step in the recruitment process.
In order to be considered for an interview, applicants must upload the following documents and mark them as a “Relevant File” to the submission:
- Resume
- Cover Letter
Job openings are posted for a minimum of 14 calendar days and may be removed from posting and filled any time after the original posting period has ended.
For additional questions, please contact Amanda Petersen at amanda-petersen@uiowa.edu
Benefits Highlights
- Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans
- The University of Iowa offers a generous benefits package, including paid vacation and paid sick leave. Complete information regarding the full benefits package may be viewed at: Benefits | University Human Resources - The University of Iowa (uiowa.edu)
Equal opportunity/affirmative action employer
The University of Iowa is an equal opportunity/affirmative action employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, religion, national origin, age, sex, pregnancy (including childbirth and related conditions), disability, genetic information, status as a U.S. veteran, service in the U.S. military, sexual orientation, gender identity, or associational preferences.
Persons with disabilities who need assistance or accommodations with the application or interview process may contact University Human Resources/Faculty and Staff Disability Services, (319) 335-2660 or fsds@uiowa.edu. For jobs in UI Health care, please contact UI Health care Leave & Disability Administration at 319-356-7543.
