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Patient Access Specialist - Integrated Call Center

21001525 Requisition #

The UI Patient Access Center (UI PAC) operates the high volume patient scheduling “contact” center, facilitating patient access to UI Health Care outpatient services through telephone and electronic based communication. The contact center operates as an extension of the UI Health Care clinics and serves over 20 departments, outreach, and community clinics. The UI Patient Access Center (UI PAC) was established in July 2015 by the University of Iowa Physicians Group (UIP). The program was known prior to this date as the Centralized Management of Scheduling Program.


The Patient Access Specialist position will perform work within the Integrated Call Center, part of the UI Patient Access Center. This position responds efficiently and effectively to patients, healthcare professionals, university staff members, insurance companies, and the general public via multi-line phones and various electronic means in a busy call center.  This position provides a positive first impression to customers, offering one call resolution when within scope. The Patient Access Specialist will provide scheduling support for multiple outpatient clinics. They will assist both the UI Patient Access Center and Integrated Call Center as needed, and problem solve scheduling issues that arise. When a request is outside of employee’s scope, this person will use problem solving skills to connect the caller with appropriate staff and/or services. They will develop and maintain knowledge of the full range of UI faculty, staff, and services offered by University of Iowa Health Care.  Ensures all events are documented in the patient’s electronic medical record, as required by departmental policy.  Assist in the gathering of information, updating and maintaining the departments’ database for the Integrated Call Center.

  • The Patient Access Specialist anticipates the needs of the caller and serves as a patient advocate. 
  • They will use Departmental practices as guidelines and use independent judgement to determine how to assist callers. 
  • Upholds the departments best practices, quality, and professionalism standards and policies. Serves as a mentor, coach, role model, and service excellence ambassador for staff, co-workers, patients, and visitors. May complete special projects for the department.  
  • They may attend clinic or department meetings to serve as an expert on call center processes. 
  • May perform other duties as assigned.
Schedule: Monday-Friday, 1500-2330 with occasional Day/Night rotation, weekend and holiday rotation
Percent of time: 100%

Education Required

  • A Bachelor’s degree or an equivalent combination of education and experience.

Experience Requirements

  • Typically (6 months – 1 year) administrative experience.
  • Excellent written and verbal communication skills.
  • Proficiency in computer spreadsheet and database applications.
  • Experience with hospital operations and/or Ambulatory Clinic operations

Desirable Qualifications

  • Experience with medical terminology.
  • Experience with the Epic system.
  • Experience scheduling in an outpatient clinic setting.

Application Process: In order to be considered, applicants must upload a cover letter and 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 14 calendar days.


Successful candidates will be subject to a criminal background check and education verification.

Equal opportunity/affirmative action employer

The University of Iowa is an equal opportunity/affirmative action employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, religion, associational preference, status as a qualified individual with a disability, or status as a protected veteran.

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.

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