Clinic Services Specialist - Otolaryngology

University of Iowa • Iowa City, IA

2d

About The Position

The Department of Otolaryngology is seeking a Clinic Services Specialist to provide services for the cochlear implant clinic related to access, scheduling, and support to assure effective and efficient delivery of health care services striving toward an excellent patient experience. Positions in this job family are engaged in one or more activities related to scheduling patient appointments, serving as a patient advocate, handling patient access requests, handling service recovery incidents, ensuring appointments are scheduled appropriately, and using independent judgement to best ensure the patient has an excellent experience. Key areas of responsibility include providing cochlear implant patient’s with access services to UI Health Care, communicate/collaborate with internal and external constituents, operations, and performance standards, and financial management. Perform Optime surgery scheduling and scheduling patient appointments in the EPIC system for Otolaryngology cochlear implant adult and pediatric patients. Assist with problem solving of surgery/procedure scheduling issues. Assist with EPIC messages and schedulable order work queues, outside provider referrals, and email as it pertains to various cochlear implant processes. Coordinate appointments and ensure prior authorizations and predeterminations for cochlear implant evaluations, surgeries, and follow-up appointments. Ability to work varying hours between 7 AM and 5 PM as needed.

Requirements

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

Nice To Haves

• Experience in an outpatient clinic setting is highly desirable.
• Previous customer service experience is highly desirable.
• Otolaryngology terminology is highly desirable.
• Experience with Epic Optime 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.

Responsibilities

• Provide coordination of patient appointment scheduling, procedure scheduling in Cadence and Optime Epic programs.
• Provide education of patients regarding billing process and additional financial responsibilities.
• Follows the scheduling policies to facilitate all patient appointments related to cochlear implant processes.
• Provides letters of medical necessity associated with cochlear implant surgeries.
• Provides back up frontline clinic operation support as deemed necessary.
• Assists with provider schedules (Master schedules, daily templates, and clinic closures) for clinics as assigned.
• May perform other duties as assigned.
• Provides resources for patients that require interpretation for support in obtaining care, navigating the delivery system, or addressing care/service issues.
• Supervise the delivery of services such as health information, clinic scheduling and operations, etc.
• Perform tasks/inspections to meet compliance goals, patient/customer satisfaction expectations.
• 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.
• Serves as an intermediary between patients and nursing personnel concerning scheduling and medical needs.
• Negotiates appointments with patients and other departments.
• Negotiates schedule changes with providers and communicates changes with staff/supervisors.
• 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.
• 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.
• Collaborate with others regarding the management of Pre-Access and Financial Counseling.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level