Clinic Services Specialist-Pediatric Specialty Clinic

The Pediatric Specialty Clinic at Stead Family Children's Hospital is seeking a Clinic Services Specialist. Within the Pediatric Specialty Clinic, this position is responsible for duties 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, checking in patients and scheduling follow up appts at checkout and using independent judgement to best ensure the patient has an excellent experience.

·       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 if service is not covered by insurance.

·       Work both independently and with peers to complete scheduling and reschedule lists as assigned.

·       Assists with problem solving of scheduling and front desk issues.

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

·       Provides scheduling coverage and check in coverage in staff absence in PSC, L2 Non-Onc infusion suite, LL2 procedure suite.

·       Assist department in calling families of appt date / time changes and reschedule reports.

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

·       Maintain ongoing communication with health care team within divisions.

·       Assist with patient registration work lists within EPIC. 

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

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

·       Collaborate with peers and co-workers to enhance the delivery of health care.

·       Trains all new Clerk III staff learning the check in process.

·       Attends 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 check in workflows 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 making sure family get with Financial Counseling when checking in.