Clinic Services Specialist - Med Specialty Clinic

About the role

The Medicine Specialty Clinic within the University of Iowa Health Care is seeking a Clinical Services Specialist to provide services related to access, scheduling, wayfinding, and support to ensure effective and efficient delivery of health care services, striving towards an excellent patient experience.

Responsibilities

• Provide patient access services to UI Health Care, communicate/collaborate with internal and external constituents, operations and performance standards, human resource management, and financial management
• Perform Check in/Check out duties and provide coverage in other scheduling areas as needed
• Coordinate patient appointment scheduling, prepare pre-registration paperwork, obtain and verify pre-authorizations, and educate patients regarding billing process and additional financial responsibilities
• Assist with problem solving of scheduling issues, follow scheduling policies and clinic guidelines to facilitate patient appointments, and assist in staff absence
• Maintain ongoing communication with health care team within divisions, review and manage staff messages within EPIC, assist with work lists within EPIC, serve as intermediary between patients and healthcare team concerning scheduling concerns and medical needs, provide feedback to management on means to achieve goals and resolve service issues, obtain patient medical records and confirm upcoming patient appointments, ensure full utilization of provider clinic availability, maintain clinic capacity, collaborate with peers and co-workers to enhance the delivery of health care, review patient charges to ensure accuracy, and answer questions concerning billing procedures and charges
• Provide high level customer service with internal and external customers, including patients, visitors, physicians and other clinical staff, ensure patient satisfaction and safety by ensuring calls and inquiries are documented and triaged appropriately, address concerns of patients, provide service recovery, and escalate issues as needed
• Recommend processes to enhance patient and customer satisfaction, review scheduling templates and make recommendations for improvement opportunities related to patient access and clinical operations
• May provide training or other aspects of the onboarding process for students and other staff, analyze, monitor and report financial data, information and reports, initiate and/or approve routine fiscal transactions, contribute to budget development

Qualifications

• A Bachelor's degree or an equivalent combination of education and experience is required
• Excellent written and verbal communication skills are required
• 6 months or more related experience is required
• Proficiency in computer applications including Microsoft Excel, Word and PowerPoint is required

Desirable Qualifications

• Experience in an outpatient clinic setting is highly desirable
• Previous customer service experience is highly desirable
• Experience with hospital operations and/or Ambulatory Clinic operations is desirable
• Experience with EPIC is desirable
• Experience with scheduling is desirable
• Experience with in-person patient interactions is desirable
• Knowledge of University of Iowa Health Care policies, procedures and regulations is desirable