The University of Iowa Stead Family Children's Hospital, Pediatric Specialty Clinic, is seeking a Clinic Services Specialist that is responsible for checking patients in, out, and scheduling patient appointments and visits, following the guidelines set forth by the department providers and the scheduling protocols provided by the department manager. This position will be working closely with patients and families by scheduling follow-up appointments after visiting the clinic. Uphold to the department's best practices and is accountable for performing these tasks. Serves as mentor, role model, and service excellence ambassador for staff, co-workers, patients and visitors. May perform other duties as assigned.
Position Responsibilities
Provide Patient Access Services to Clinical and Non-Clinic Departments:
- Perform Check in/Check out duties.
- Provide coverage in other scheduling areas as needed.
- Provide frontline clinic operation support, such as the coordination of patient appointment scheduling, the preparation of pre-registration paperwork for patient visits, obtaining and verifying pre-authorizations, and the education of patients regarding billing process and additional financial responsibilities.
- Work both independently and with peers to complete scheduling and reschedule lists as assigned.
- Assists with problem solving scheduling issues.
- Follows scheduling policies, clinic guidelines, and best practices to facilitate patient appointments.
- Work with peers to assist department in keeping Epic Work Queue and In-baskets at acceptable levels.
- Perform tasks /inspections to meet compliance goals and patient/customer satisfaction expectations.
- Maintain ongoing communication with health care teams within divisions.
- Review and manage staff messages within EPIC.
- Assist with work lists within EPIC. Assist with prior authorizations.
- Serve as intermediary between patients and healthcare teams 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, maintaining 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.
- Attend scheduling staff meetings.
- Gather demographic data/information.
- Schedule walk-in lab appointments.
- Ensure all lab orders for appointments are in Epic prior to appointment.
- Proactively follow up on any missing or unconfirmed orders to maintain an efficient lab workflow.
- Oversee ticket system used in the lab area.
- Flexibility to cover vacation and absences.
- Other duties as assigned.
Patient Satisfaction / Service Excellence:
- 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.
Operations and Quality Standards/ Improvement:
- Recommend processes to enhance patient and customer satisfaction.
- Review scheduling templates and make recommendations for improvement opportunities related to patient access and clinical operations.
Financial Management:
- Collaborate with others regarding the management of Pre-Access and Financial Counseling.
- May analyze, monitor and report financial data, information and reports.
- May initiate and/or approve routine fiscal transactions.
- May contribute to budget development.
About University of Iowa Stead Family Children's Hospital
University of Iowa Stead Family Children's Hospital has been dedicated to meeting the health care needs of children and families since 1919. As Iowa's only comprehensive children's hospital, we provide care for children from birth to young adulthood. Services range from promoting wellness to the care of general childhood illness, surgery, traumatic injuries, life-threatening and chronic illnesses, and developmental disabilities. As part of an academic medical center, University of Iowa Stead Family Children's Hospital also performs groundbreaking research to help solve the mysteries of childhood diseases, in addition to training the next generation of health care professionals. UI Stead Family Children's Hospital is a state-of-the-art pediatric facility that is part of the comprehensive resources of UI Health Care. Our physical facilities grew considerably in 2017. Consistent with our philosophy of patient- and family-centered health care, the new hospital was designed by, with, and for pediatric patients and families.
Education Requirements
A bachelor's degree or an equivalent combination of education and experience is required
Experience Requirements
- Minimum 1 year scheduling in an outpatient specialty clinic setting experience.
- Ability to be self-directed and demonstrate excellent judgement in prioritizing multiple projects and assignments.
- Excellent written and verbal communication skills.
- Proficiency in computer spreadsheet and database applications.
- Ability to work with providers and clinicians
Desired Qualifications
Experience Requirements:
- Excellent written and verbal communication skills are required.
- Proficiency in computer applications including Microsoft Excel, Word and PowerPoint is required.
- 6 months or more related experience 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.
Position and Application Details
Successful candidates will be subject to a criminal background check and education/credential verification. Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check. Up to 5 professional references will be requested at a later step in the recruitment process.
This position is not eligible for university sponsorship for employment authorization.
In order to be considered for an interview, applicants must upload the following documents and mark them as a "Relevant File" to the submission:
Job openings are posted for a minimum of 7 calendar days and may be removed from posting and filled any time after the original posting period has ended.
For additional questions, please contact Lydia Messer at lydia-messer@uiowa.edu
Benefits Highlights
- Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans
- The University of Iowa offers a generous benefits package, including paid vacation and paid sick leave. Complete information regarding the full benefits package may be viewed at: Benefits | University Human Resources - The University of Iowa (uiowa.edu)
Additional Information
- Classification Title: Clinic Services Specialist
- Appointment Type: Professional and Scientific
- Schedule: Full-time
- Work Modality Options: On Campus
Compensation
Contact Information
- Organization: Healthcare
- Contact Name: Pediatric Human Resources
- Contact Email: pedsuichildrenshr@healthcare.uiowa.edu