Clinic Services Specialist - Urology

UIOWA•Iowa City, IA

5d•Hybrid

About The Position

The Department of Urology at University of Iowa Health Care is seeking a Clinical Services Specialist. This person will provide services related to access, scheduling, communication, collaboration and support to assure effective and efficient delivery of health care services striving toward an excellent patient experience. This position will support medication prior authorization workflows, urology operating room scheduling processes, and provide administrative support to the RN Clinical Coordinator team. This position requires strong computer skills, excellent attention to detail, strong organizational and problem-solving skills, and excellent customer services skills. The individual in this role must be able to communicate professionally with patients, families, nurses, providers, pharmacies, insurance companies, surgery scheduling staff, and other internal and external partners. Hybrid within Iowa: This position may be eligible for a combination of on-campus and remote work within Iowa after the training period is completed. Work arrangement options will be discussed during the hiring process. Per policy, work arrangements will be reviewed annually and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

Requirements

Bachelor’s degree or an equivalent combination of education and experience is required.
6 months – 1 year administrative experience.
Excellent written, verbal and interpersonal communication skills.
Proficiency in computer software applications, including Microsoft Office Suite.

Nice To Haves

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.
Experience with EPIC.
Experience with scheduling.
Knowledge of University of Iowa Health Care policies, procedures and regulations.

Responsibilities

Obtain, submit, verify, and track medication prior authorizations for urology patients.
Communicate with insurance companies, pharmacies, patients, providers, and clinical staff to support timely completion of prior authorization requests.
Monitor medication prior authorization status, document outcomes, and escalate denials, delays, or requests requiring clinical review to the appropriate RN Clinical Coordinator, patient, or provider.
Support adult and pediatric urology surgery scheduling workflows in collaboration with the department’s surgery scheduling team.
Receive inbound patient calls related to surgery scheduling and make outbound calls to patients to ensure urology surgery cases are scheduled in a timely, accurate, and patient-centered manner.
Answer incoming calls and route patient questions, requests, and messages to the appropriate RN Clinical Coordinator, provider, surgery scheduler, or team member.
Provide factual, non-clinical information within scope and ensure clinical questions are directed to licensed clinical staff.
Support the RN Clinical Coordinator team with administrative tasks related to patient care coordination including requesting and obtaining outside records.
Ensure patient calls, inquiries, prior authorization activity, and surgery scheduling-related communications are documented accurately and routed appropriately.
Identify process concerns, provide feedback to management, the RN Clinical Coordinator team, and the surgery scheduling team, and contribute ideas to improve workflows, patient experience, and service delivery.
Attend departmental RN Clinical Coordinator meetings, surgery scheduling meetings, and other related meetings as assigned.
Perform other duties and responsibilities as assigned.