Clinic Services Specialist - UI Health Care Heartland Drive Neurology Specialty Clinics 100%
The University of Iowa Community Clinics is seeking a patient focused Clinical Services Specialist to support our Heartland Drive Neurology Specialty Clinics. This position will provide health related services and/or clinical operational support to assure effective and efficient delivery of health care.
This position will be responsible for scheduling patient appointments and visits following the guidelines set forth by UICOM and Centralized Management of Scheduling Positions, programs best practices and serves as mentor, role model, and service excellence ambassador for staff, co-workers, patients and visitors. May perform other duties as assigned.
Position Responsibilities:
- Provides 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. Review patient charges to ensure accuracy and answer questions concerning billing procedures and charges.
- Assists with problem solving of scheduling issues.
- Provides back up for outpatient scheduling departments performing scheduling maintenance functions as deemed necessary and provides scheduling coverage in staff absence.
- Coordinates provider schedules (Master schedules, daily templates and clinic closures) for clinics as assigned.
- May 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.
- May perform other duties as assigned.
- Provides 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. Provide feedback to management on means to achieve goals and resolve service issues.
- Serves as an intermediary between patients, frontline staff and nursing personnel concerning scheduling concerns and medical needs.
- Negotiates schedule changes with providers and communicates changes with staff/supervisors.
- Explains the scheduling policies to other schedulers as needed through written and oral communications.
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.
Develop Programs, Policies, Practices that Enhance Patient/Staff Environment
- Provide input/suggestions regarding policies, practices, and programs that improve services.
- Provide direction, assignments, feedback, coaching and counseling to assure outcomes are achieved.
- May provide training or other aspects of the onboarding process for students and other staff.
- May analyze, monitor and report financial data, information and reports. May initiate and/or approve routine fiscal transactions. May contribute to budget development.
- Collaborate with others regarding the management of Pre-Access and Financial Counseling.
- Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution.
- Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.
WE CARE Values
- Welcoming - We strive for an environment where everyone has a voice that is heard, that promotes the dignity of our patients, trainees, and employees, and allows all to thrive in their health, work, research, and education.
- Excellence - We aim to achieve and deliver our personal and collective best in the pursuit of quality and accessible healthcare, education, and research.
- Collaboration - We encourage collaboration with healthcare systems, providers, and communities across Iowa and the region, as well as within our UI community. We believe teamwork - guided by compassion - is the best way to work.
- Accountability - We behave ethically, act with fairness and integrity, take responsibility for our own actions, and respond when errors in behavior or judgment occur.
- Respect - We create an environment where every individual feels safe, valued, and respected, supporting the well-being and success of all members of our community.
- Empowerment - We commit to fair access to research, health care, and education for our community and opportunities for personal and professional growth for our staff and learners.
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.®
- Regular salaried position located in Coralville, Iowa
- Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans
- For more information about Why Iowa? click here
The University of Iowa offers a generous benefits package, including 24 days paid vacation per year to start and paid sick leave. Complete information regarding the full benefits package may be viewed at: https://hr.uiowa.edu/benefits/fpsm.
Percent of Time: 100%
Schedule: Variable Hours Monday through Friday 7:30 am - 5:00 pm
A Bachelor’s degree or an equivalent combination of education and experience in a health related field such as Health Information Management or experience and in-depth knowledge of health care systems in order to provide services that support care delivery (e.g., patient relations, clinic operations, etc.)
- One year administrative experience
- Excellent written and verbal communication skills
- Proficiency in computer spreadsheet and database applications
Desirable Qualifications
- Experience with hospital operations and/or Ambulatory Clinic operations
- Experience with the Epic system
- Experience in a supervisory or leadership role
- Experience scheduling in an outpatient clinic setting
- Experience with coordinating provider services (example master schedules, daily templates, and clinic closures) for clinics as assigned.
- Knowledge of University of Iowa Health Care policies, procedures, and regulations
In order to be considered, applicants must upload resume (under submission relevant materials) that clearly address how they meet the listed required and desired qualifications of this position.
Job openings are posted for a minimum of 7 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended. For questions or additional information, please contact Shaye-Short@uiowa.edu
Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check. This position is not eligible for University sponsorship for employment authorization.
Equal opportunity employer
The University of Iowa is an equal opportunity 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, 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.
