Clinic Services Specialist - Otolaryngology

BASIC FUNCTION

Perform and coordinate reception and scheduling functions including check-in and check-out and scheduling patient appointments in the EPIC system.  Assist with problem solving of scheduling issues.  Collect point of service cash collections and insurance co-payments, issues receipts.  Prepare and close daily batch reports.   Assist with EPIC In basket and schedulable orders work queues, email, outside referring and internal referring campus mail, and outlook reception/scheduling incoming email.  Coordination of complex follow-up appointments. Schedule surgical cases and in office procedures. Obtain prior authorizations and predeterminations for complex procedures.  Negotiates coverage verbally with payers and also uses complex online tools.  Works with patients to investigate and arrange alternative funding sources (e.g., community and institutional) for necessary procedures. Review patient charges to ensure accuracy and answer questions concerning billing procedures and charges.  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.  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 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.
• Follows the scheduling policies to facilitate all patient appointments.
• Provides back up for scheduling maintenance functions as deemed necessary.
• Assists with provider schedules (Master schedules, daily templates and clinic closures) for clinics as assigned.
• Ability to work varying hours between 7 AM and 5 PM as needed.
• Attends staff meetings as needed.
• May perform other duties as assigned.
• Provide services for patients such as interpretation, support in obtaining care, navigating the delivery system, or addressing care/service issues.
• Supervise the delivery of services such as health information, clinic scheduling and operations, etc. Perform tasks/inspections to meet compliance goals, patient/customer satisfaction expectations.
• Serves as an intermediary between patients and nursing personnel concerning scheduling concerns 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.
• Provide feedback to management on means to achieve goals and resolve service issues.

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.