Support Services Specialist

As part of the application process, please include and attach:

·         cover letter,

·         resume, and

·         3 names of professional. 

REQUIRES:

Bachelor’s degree or an equivalent combination of education and relevant experience is required.

6 months – 1 year relevant experience in a health care environment, including the following skillsets:

Experience scheduling for multiple providers in a healthcare environment

Experience gathering and verifying insurance coverage

Experience with electronic health records

Experience working in Windows based networked database using multiple data tools

Customer Interaction – Working Experience

Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.

o   Provides first line of customer support.

o   Diagnoses circumstances and behaviors that generate customer dissatisfaction.

Customer Service Management – Working Experience

Knowledge of tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers.

o   Ensures identification of customer needs and priorities.

o   Monitors and reports on delivery of what was promised.

o   Ensures resolution of customer problems, issues, or concerns.

Effective Communication – Working Experience

Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

o   Looks for and considers non-verbal cues from individuals and groups.

o   Listens to feedback without defensiveness and uses it for own communication effectiveness.

o   Delivers helpful feedback that focuses on behaviors without offending the recipient.

Decision Making and Critical Thinking – Basic Experience

Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

o   Identifies issues and communicates with others when a decision needs to be made.

o   Identifies decision makers in own environment.

o   Describes types of decisions for incumbent in own job or function.

DESIRABLE:

·         Experience with dental terminology.

·         Some knowledge of University policies, procedures, and regulations.

·         Experience in a public health setting

·         Experience working with students

Application materials should clearly indicate qualifications for advertised position.

Note to Applicant:  Applicants should assure their application/resume and cover letter illustrate the work experience they have that demonstrates the qualifications and competencies listed above.  Unless otherwise noted, the proficiency level required for the position is Basic Experience or Working Experience.

·         Basic Experience is defined as uses basic understanding of the field to perform job duties; may need some guidance on job duties; applies learning to recommend options to address unusual situations.

·         Working Experience is defined as successfully completes diverse tasks of the job; applies and enhances knowledge and skill in both usual and unusual issues; needs minimal guidance in addressing unusual situations.

Definitions of the other proficiency levels are found at:  http://hr.uiowa.edu/competencies/proficiency-levels.

The Support Services Specialist is the 1^st of 4 levels in the Support Services (PVD) job family.  For more information about this job family visit:  https://hris.uiowa.edu/CC_Redesign/driver.php?ACTION=DETAIL&FAMILY=PVD.