Clinic Services Coordinator – UI Health Care Holiday Road Urgent Care/Occupational Health 100%

UIOWA•Iowa City, IA

15h•Hybrid

About The Position

The University of Iowa Community Clinics (UICC) is seeking a patient-focused Clinical Services Coordinator to support our Holiday Road Urgent Care and Occupational Health Clinics. This position will provide operational oversight to assure effective and efficient delivery of health care for multiple clinic sites. It will oversee and assist with front desk duties, ensuring compliance with policies, guidelines, and expectations for frontline staff. The role involves assigning daily work to staff based on department needs, problem-solving issues that may arise, and serving as a mentor, coach, role model, and service excellence ambassador for staff, co-workers, patients, and visitors. This position will manage the frontline at multiple sites with multiple staff and will be the main point of contact for new provider associations and daily template maintenance.

Requirements

Minimum of one year administrative experience
Excellent written and verbal communication skills
Proficiency in computer spreadsheet and database applications
Experience directing the work of employees in a leadership role.
Driver's license and ability to meet UI Fleet Safety Standards.
Availability to provide support to other clinical locations based on clinical hours/need.

Nice To Haves

Experience with hospital operations and/or Ambulatory Clinic operations
Experience with the Epic system
Experience in a supervisory or leadership role
Experience scheduling and/or check-in functions in an outpatient clinic setting.
Ability to be self-directed and demonstrate excellent judgement in prioritizing multiple projects and assignments is desirable.

Responsibilities

Provide Support Services to Clinical and Non-clinical Departments
Develop, analyze, and maintain standards of excellence for patient registration, scheduling and check-in/check-out process within the department.
Coordinate and facilitate the flow of patient access activities of a department and/or clinic.
Supervise the delivery of services such as health information, clinic scheduling and operations, etc.
Ensure tasks, goals, compliances, and patient/customer satisfaction expectations are complete by the assigned deadline.
Provide front desk coverage as needed including scheduling patient appointments, checking in patients, maintaining inbaskets, bump lists, etc.
Attend leadership and staff meetings. Provide updates to clinical personnel when appropriate.
Oversee and investigate complex frontline issues.
Analyze data and recommend opportunities for improvement.
Serve as the point of contact for new provider associations and template builds.
Maintain daily template maintenance, address any template build issues, and provide recommendations for enhancements.
May perform other duties as assigned.
Communicate/Collaborate with Internal and External Constituents
Work with departmental administrator, nurse manager, physicians, peers, co-workers, or others in the clinic to enhance patient experience and delivery of services.
Provide continuous feedback, implement strategies, and recommendations to management on means to achieve goals and resolve service issues.
Address concerns promptly regarding the frontline. Escalate issues to leadership as needed.
Collaborate with clinical faculty and management regarding proposed scheduling or frontline guideline changes.
Practice and promote positive peer and patient relations.
Develop Programs, Policies, Practices that Enhance Patient/Staff Environment
Provide recommendations to department leadership on policies and procedures to improve patient care and utilization of clinic resources.
Assist and/or lead development and implementation of policies and practices to improve services for subsection or unit.
Develop new and current staff through training to improve frontline operations.
Human Resources Management
Provide administrative supervision of frontline staff including developing and managing performance.
Provide direction, assignments, feedback, coaching, and counseling of staff to assure outcomes are achieved.
Develop scripting and provide coaching to staff members regarding service excellence behaviors.
Active participant in the recruitment of new staff.
Financial Management
May make budget recommendations and manage expenses.
Works with Patient Financial Services regarding the management of Pre-Access, Financial Counseling, or billing related activities.
May analyze, monitor, and report financial data.
May assist with preparation of the budget.
May initiate or approve fiscal transactions.
Customer Support Function
Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution.
Customer Interaction
Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.
Effective Communications
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.
Performance Management
Ability to apply organization's performance management system, practices, and tools to developing and improving individual, team, and organizational performance.