Clinic Services Specialist - Urology

The Department of Urology at University of Iowa Health Care is seeking a full-time Clinic Services Specialist. This person will provide services related to access, scheduling, wayfinding, communication/collaboration and support to assure effective and efficient delivery of health care services striving toward an excellent patient experience.

Position Responsibilities:

• Provide back-up frontline clinic operation support, such as the coordination of patient appointment scheduling utilizing the EPIC systems to check and verify appointment availability, assuring compliance at all times with established guidelines.
• Answer incoming clinic calls, field and answer questions, route calls and relay messages appropriately. Obtain and/or complete documentation and provide factual information requiring knowledge of both the assigned and related work areas.
• Ensure patient satisfaction and safety by ensuring calls and inquiries are documented and triaged appropriately.
• Obtain and verify medication prior authorizations. 
• Assists Clinical Coordinator nursing team with necessary patient chart preparation.  Obtains appropriate medical records to maximize the efficiency of the visit.
• Perform back up reception coverage; assist with patient appointment check in process through the Epic systems; greet patients upon arrival to the clinic; answer questions in a manner that applies service excellence principals; update patient address, phone, insurance, MSP data and caregiver information; assure patients complete and/or sign all appropriate documentation. Facilitate patient flow within the clinic and hospital through utilization of wayfinding resources.
• Assists with resolving immediate scheduling issues by working directly with clinical supervisor. Notifies supervisor of unresolved scheduling issues. Serves as an intermediary between patients and nursing personnel regarding scheduling concerns and medical needs.
• Serve as intermediary between patients and healthcare team concerning scheduling concerns and medical needs.
• Provide high level customer service with internal and external customers, including patients, visitors, physicians and other clinical staff.
• Provide feedback to management and Clinical Coordinator team on means to achieve goals and resolve service issues. Contribute ideas and seek ways to improve assigned processes.
• Attends departmental nursing staff meetings.
• May perform other duties as assigned.