Support Services Specialist - Care Coordination Division

The University of Iowa Healthcare, Care Coordination Division is seeking a Support Services Specialist to provide prescription support services for patients to assure effective and efficient delivery of health care. This position requires strong computer skills, a high level of attention to detail, accurate documentation skills, strong organizational and problem solving skills, a general knowledge of hospital and prescription billing practices, and excellent customer services skills. 

Position Responsibilities

1. Develops and implements plan of care, responsive to patient/family concerns, health care status, available resources, and age‑specific problems.

• Conducts daily triaging of program referrals.

• Performs social work financial assessments with patient and/or family involvement.

• Develops benefit assistance plan with patient and/or family that reflects identified problems and incorporates age‑related issues.

• Adjusts the plan specific to age- and diagnosis-related issues.

• Helps patient/family identify their financial resources and provides benefit assistance services responsive to identified problems.

• Demonstrates knowledge of entitlement and categorical programs resources for age‑ and diagnosis‑related issues.

• Provides and interprets information to patients and families regarding resources and application procedures.

• Communicates with resources and company programs regarding patient status and progress.

• Demonstrates respect for all members of the University community while performing duties and in response to administrators, supervisors, coworkers, and customers.

• Represents the interests of the University and of Care Coordination Division leadership in the use of resources to meet service and productivity demands within unit goals and budgets, strives to promote continual process and quality improvement.

2. Develops working relationship with patient and/or family (e.g., engagement, collaboration, advocacy, problem solving, etc.)

   • Communication with patient, pharmacist and/or provider to gather relevant demographic information, shipping and contact preferences.

   • Provision of appropriate enrollment and contact information.

   • Provides highest customer service experience for patients and providers.

   • Provides information to team members regarding benefit goals and patient status and progress.

   • Acts as resource for team (e.g., participates in team meetings, etc.)

   • Fosters staff individual accountability for continuous improvement in performance

   • Welcomes the richness of talent from a diverse workforce and contributes to a productive and effective workplace.

3. Communication/Training:

• Understand the importance of effective business communication and maintaining professionalism in difficult situations.

• Participate in orientation of pharmacy technicians, pharmacists, pharmacy residents and others within the department on pharmacy practices.

4. Problem Resolution

• Provide assistance with the resolution of shipment/delivery issues.

• Communicate with providers, payors, patients, co-workers, supervisors and departments to resolve complex issues. 

• Provide assistance to patients with billing and claim resolution issues

5. Provide documentation of all activities as required by accrediting agencies, payers and/or administration, including:

   • Workload statistics (enrolled/active patients, mail outs, etc)

   • Phone statistics

   • Completes documentation and statistical reports within established time frames

   • Documents relevant information in concise and clear manner.

6. Assists with evaluation and implementation of new policy and procedures

   • Participate in piloting new workflows/procedures

   • Assist with preparing training and orientation materials for new procedures

   • Assist with training and orientation of staff to new procedures

   • Assist with specialty pharmacy service equipment modifications, reorganization, and additions to implement new policy and procedure

7. Complete and maintain compliance with all competencies and educational requirements.

8. Responsibility:  Participates in and utilizes supervision to assess skill level, identify areas for professional growth and establish mutually agreed upon goals.

   • Uses supervision when needed and prepares for supervisory sessions.

   • Incorporates feedback into performance.

   • Demonstrates commitment to professional growth and development by developing mechanisms to evaluate practice.

   • Identifies and pursues opportunities for professional development.

   • Maintains required skills in mandatory competencies.

   • Seeks opportunities to enhance professional knowledge, skills, and abilities as they related to current position and/or to prepare for potential future roles and overall career development.

Percent of Time: 100%

Schedule: Monday-Friday, 8-hour shifts between 8:00 AM to 4:30 PM

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

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