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Support Services Coordinator-UI Patient Access Center/Integrated Call Center

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Administrative/Professional
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18001669 Requisition #
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Classification Title: Support Services Coordinator

Department: UI Patient Access Center

 

Pay Grade: https://hr.uiowa.edu/pay/plans (4A)

Salary: Minimum $41,214

Percent of Time: 100%

 

Staff Type: Professional & Scientific

Type of Position: Regular

Drivers License required: No

Position Description:

Provide leadership in the coordination and administration of tasks, including appointment scheduling, performed within the Integrated Call Center a division of the UI Patient Appointment Center (UI PAC) within UI Health Care. This will be accomplished by planning, organizing, directing, controlling, and evaluating all functions performed within the UI Patient Appointment Center (UI PAC). This position will directly supervise scheduling and support staff members. This position will collaborate with the Ambulatory Clinics, Department of Nursing, the Carver College of Medicine, and all other stakeholders to enhance care options and access for UI Health Care patients. They will develop new and monitor existing reporting tools to evaluate workflow, staff performance, and system performance in scheduling and visit management. Finally, this position may perform other duties as assigned.


Position Duties:
  • Manage, coordinate, and direct support services provided within the Integrated Call Center.
  • Directly supervise the scheduling and support staff members of the UI PAC.
  • Collaborate with many departments at UI Healthcare including but not limited to:  leadership teams in each department, PFS, HCIS Epic teams as well as many others.
  • Work closely with the Director of the UI PAC to review potential issues.  
  • Maintain effective working relationships with faculty, staff, students, and across multiple UIHC support departments.
  • Support the work and strategic goals of the UI Patient Appointment Center.
  • Serve as a liaison between clinic & hospital staff at various levels.
  • Lead the review of tasks performed within the Integrated Call Center.
  • Collect, analyze, and format data in order to prepare a variety of reports to assist in operating efficiency of clinic operations and productivity.
  • Develop, implement and monitor programs, projects and computerized systems with hospital-wide impact.
  • Provide functional and administrative supervision over scheduling and support staff including hiring, scheduling and assigning work, establishing work priorities, performance evaluations, and disciplinary action.
  • Hire, develop, and manage the performance of staff.  Sit on search committees for open positions and have input on new hire making decisions.
  • Assure that scheduling staff are compliant with UI policies and procedures.
  • Prepare (and as called upon) present special and periodic operational and fiscal reports.
  • Monitor unit spending(including payroll) and reconcile TDR
  • Evaluate current budget and make recommendation for next FY 
Please attach a resume and cover letter as part of the application process. Job openings are posted for a minimum of 14 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 Kaitlin Luoma at kaitlin-luoma@uiowa.edu.


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

Required Qualifications:
  • A Bachelor's Degree or the equivalent combination of education and experience.
  • Typically 1-3 years administrative experience.
  • Excellent written and verbal communication skills.
  • Knowledge of patient scheduling, scheduling workflows, and electronic scheduling systems.
  • Proficiency in working and understanding computer spreadsheet and database applications.
  • Experience directing the work of employees in a leadership role.
Desired Qualifications:
  • Knowledge of the University of Iowa Hospitals and Clinics policies, procedures, and regulations.
  • Ability to be self-directed and demonstrate excellent judgement in prioritizing multiple projects and assignments.
  • Commitment to customer and employee satisfaction.
  • Knowledge of patient scheduling, scheduling workflows, and electronic scheduling systems.
  • Ability to facilitate positive outcomes by collaborating and working in a team environment, establishing and meeting/exceeding department objectives and deadlines.
  • Experience working in a contact center environment.
  • Proficiency in Microsoft applications including OneNote, Excel, and Word. Experience in utilizing and understanding Tableau reporting tool.

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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