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Support Services Specialist - Admission Transfer Center (ATC)

19005295 Requisition #

The Support Services Specialist for the Admission Transfer Center will respond efficiently and effectively to 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 referring providers, offering one call resolution when within scope. The Support Services Specialist will provide admission and transfer support for all inpatient care needs, and problem solve issues that arise. This position will also follow the appropriate workflows to confirm the patient is recommended for admission by the accepting provider, and is socially, and financially screened when appropriate prior to their transfer or admission.


Responsibilities will include, but are not limited to:

Operational Support:
  • Answer incoming calls on advertised 800 lines for UI Healthcare.
  • Place outbound calls to facilitate patient admission and transfers
  • Bridge callers together, often between referring and accepting providers, and monitor or track information exchanged during these calls.
  • Route calls to the appropriate area if they are not within the scope of the Admission and Transfer Center.
  • Respond to electronic requests by providing information requested or handing off to appropriate staff member.
  • Ensure that all events, as required, are documented and recorded using call documentation software.
  • Maintains interpersonal relationships and communications with customers that exemplifies the highest level of guest relations with an unfailing courteous and helpful approach without regard to the caller's manner.
  • Maintains a knowledge of unit specific patient populations, and is able to think independently about the appropriate unit patients should be assigned to.
  • Serves as an intermediary between external and internal health care providers, nursing personnel, front line staff, and other stakeholders.
  • Serves as a liaison between referring physicians and UI faculty by providing a link back to referring physicians.
  • Uses judgment and decision making skills to makes appropriate decisions based on the problem presented and facilitates a reconciliation of customer expectations with internal systems design and function; utilizes ATC protocols and call handling guidelines to determine when to involve a clinician on a call due to urgent or emergent symptomatology.
  • Monitors work volumes appropriately to assure that appropriate individuals are notified, information is communicated, and resources are arranged in a timely manner.
  • Explains, coaches, and trains office policies and guidelines to other team members, including admission and transfer functionality as needed through written and oral communications.
  • 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.

Program Development
  • Contributes ideas and seeks ways to improve assigned processes. Provides feedback to management on means to achieve goals and resolve service issues. 
Human Resources Management
  • May provide training and functional supervision for pre-authorization staff
Financial Management
  • May analyze, monitor and report financial data, information and reports. 

University of Iowa Hospitals & Clinics—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.®


Percent of Time: 50%

Schedule: 20 hours per week. day shifts (0900-1930). Saturday and Sunday. 

Location: Admission Transfer Center ATC)

P&S Plan: https://hr.uiowa.edu/professional-pay/classifications-by-pay-level 


Benefits Highlights:

·         Regular salaried position located in Iowa City, 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.


Education Required:

  • Bachelor’s degree or an equivalent combination of education and experience.
Required Qualifications:
  • Current (6 months – 1 year) administrative, office coordination or financial experience.
  • Excellent written and verbal communication skills.  
  • Excellent interpersonal skills.  
  • Must be proficient in Microsoft Office suite (Word, Excel, Power Point)
Desired Qualifications:
  • Experience with hospital operations and/or ambulatory clinic operations.
  • Experience with Epic system.
  • Experience with obtaining prior-authorizations.
  • Experience scheduling in an outpatient clinic setting.
  • Knowledge of University of Iowa Hospitals and Clinics policies, procedures, and regulations.

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 Nursing Recruitment at 319-356-2285.

Successful candidates will be subject to a criminal background check.

References: Five professional references will be requested and required at a later step in the recruitment process

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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