Clinic Services Specialist - Med Specialty Clinic

The Medicine Specialty Clinic within the University of Iowa Health Care is seeking a Clinical Services Specialist to Provide services related to access, scheduling, wayfinding 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 patient access services to UI Health Care, communicate/collaborate with internal and external constituents, operations and performance standards, human resource management, and financial management

Primary duties and responsibilities:

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

• Perform Check in/Check out duties and 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 scheduling and reschedule lists as assigned.
• Assists with problem solving of scheduling issues.
• Follows scheduling policies and clinic guidelines to facilitate patient appointments.
• Provides scheduling coverage in staff absence.
• 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 health care team within divisions.
• Review and manage staff messages within EPIC.
• Assist with work lists within EPIC. Assist with prior authorizations.
• 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, maintaining clinic capacity. Collaborate with peers and co-workers to enhance the delivery of health care.
• Review patient charges to ensure accuracy and answer questions concerning billing procedures and charges.
• Attends scheduling staff meetings.
• 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 other staff.

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.