Clinic Services Specialist - Ophthalmology Triage

University of Iowa Health Care, Department of Ophthalmology & Visual Sciences is seeking a 100% Clinic Services Specialist - Ophthalmology Triage (CSS; PVL2; 3A). The Clinic Services Specialist (CSS) – Ophthalmology Triage manages appointments and concerns from patients, the UIHC centralized call center, referring physicians, and various internal service areas to address emergent eye care concerns. The CSS – Ophthalmology Triage gathers all pertinent information to assess and document situations and route information to appropriate stakeholders based on urgency, ensures the correct visit types, provider, date, length of visit, and time are utilized, and ensures all data points regarding registration fields are appropriately obtained if available and that insurance is preauthorized unless emergent and approved through appropriate channels. This position performs in a high paced multi-level functioning area with high level of responsibility due to need to address urgent requests in a timely manner. The CSS – Ophthalmology Triage is responsible for obtaining from patient’s local medical facilities medical records and photography and entering into EPIC in order to be reviewed by physicians, coordinating all necessary preparatory tests and obtains records to maximize the efficiency of the visit, informing patients of their visit specific preparatory instructions, and anticipating the needs of the patient and serves as a patient advocate. This position assists and problem solves any scheduling issues that arise, uses independent judgement in determining how to assist patient requests outside of the scope of scheduling, upholds the departments best practices, quality, and professionalism standards and policies, and serves as a mentor, coach, role model, and service excellence ambassador for staff, co-workers, patients, and visitors. The CSS – Ophthalmology Triage may attend clinic or department meetings to serve as a scheduling content expert, complete special projects for the department, and perform other duties as assigned. 

POSITION RESPONSIBILITIES

• ·       Plays an integral role in the triage process by collaborating with nursing to coordinate same day urgent/emergent appts
• ·       Answer incoming calls for multiple assigned clinics
• ·       Schedules, cancels, and reschedules patient appointments through negotiations with the patient
• ·       Coordinates patient appointments with other clinics
• ·       Confirms demographics, insurance, MSP, and caregiver information and makes changes as needed.
• ·       Provides additional support to Insurance Preauthorization personnel
• ·       Identifies self-pay patients and works with financial counseling to secure payments prior to appointments.
• ·       Answers questions about clinic procedures according to department instructions.
• ·       Schedules outpatient appointments on a daily basis.             
• ·       Arranges appointments for patients and house staff who come to scheduling area
• ·       Schedules appointments for patients who call based on physician's availability,
  patient's needs, and current schedules.
• ·       Schedules appointments from outside referring physicians based on house physician availability and schedule.
• ·       Schedules appointments from the Ophthalmology Website and voicemail requests.
• ·       Telephones other scheduling centers to coordinate appointments and set up referrals/consults to other departments.
• ·       Negotiates appointments with patients and other departments.
• ·       Negotiates schedule changes with providers and communicates changes with staff/supervisors.
• ·       Serves as a patient advocate
• ·       Routes calls to the appropriate area if they are not within the scope of scheduling
• ·       Works EPIC work queues
• ·       Works EPIC in-baskets which could include: staff messages, orders, patient reminders, patient scheduling, CRMs, patient advice requests, etc.
• ·       Works rescheduled lists/bump lists
• ·       Works recalls
• ·       Makes outbound calls
• Processes faxes/scans
• Provides scheduling coverage in staff absence
• Provides back up for outpatient scheduling departments performing scheduling maintenance functions as deemed necessary
• Coordinates provider schedules (Master schedules, daily templates and clinic closures) for clinics as assigned
• May perform other duties as assigned

University of Iowa Health Care—recognized as one of the best hospitals in the United States—is Iowa's only comprehensive academic medical center and a regional referral center. Each day more than 12,000 employees, students, and volunteers work together to provide safe, quality health care and excellent service for our patients. Simply stated, our mission is: Changing Medicine. Changing Lives.^®

Percent of Time: 100%

Schedule: Preferred schedule Monday - Friday, 8:00a-5:00p. Schedule may be modified to fit candidate and clinic needs.

Remote within Iowa: This position is eligible for primarily remote work but may require limited work onsite at times. Remote work must be performed at a location within the state of Iowa and comply with the remote work program and related policies. At hire, on site work will be required until the conclusion of a probationary training period.

Pay Level: 3A