Clinic Services Specialist - Center for Disabilities & Development

University of Iowa•Iowa City, IA

5h•Onsite

About The Position

The Center for Disabilities and Development is seeking a full-time, 100% Clinic Services Specialist to provide administrative support. This position offers services related to access, scheduling, wayfinding, and support to ensure the effective and efficient delivery of healthcare services, aiming for an excellent patient experience. The role involves performing check-in and check-out services at the CDD main-lobby registration desk, providing directions, and scheduling follow-up appointments. It also includes providing clerical support to CDD clinicians and scheduling support for all modalities at the CDD, coordinating appointments with other clinics when available to ensure patient satisfaction. The specialist will assist with problem-solving scheduling issues, provide backup for outpatient scheduling departments, and coordinate provider schedules for assigned clinics. The role may involve supervising services such as health information, clinic scheduling, and operations, performing tasks and inspections to meet compliance goals and patient/customer satisfaction expectations. Other duties may be assigned. The position requires knowledge of the customer support function, communication tools, and techniques for customer interaction. Responsibilities include processing incoming patient information for scanning into EPIC, prioritizing it based on appointment needs, and using specialized software to score questionnaires and provide patient reports to clinicians. The specialist will handle requests for patient information, making independent decisions regarding release based on HIPAA and release of information requirements. Input and suggestions for improving services, policies, practices, and programs are encouraged. The role involves reviewing and analyzing monthly Clinical Operations data to prepare reports and provide recommendations to the Operations Manager on staff benchmarks, process improvement, and operational policies. The specialist will serve as a liaison for the CDD Patient Appointment Center (PAC) team, working on process improvement initiatives to ensure patient packets contain required information. They will provide direction, assignments, feedback, coaching, and counseling to achieve outcomes. Advising Clinical Operations staff and supervisors on HIPAA, release of information, and guardianship regulations is also part of the role. The position may involve analyzing, monitoring, and reporting financial data, initiating or approving routine fiscal transactions, and contributing to budget development. Finally, the specialist will act as an intermediary for the CDD Prior Authorization team and clinical providers to ensure timely acquisition of PA requirements, preventing service interruptions.

Requirements

Bachelor’s degree in related field or an equivalent combination of education and experience.
Experience scheduling in clinical setting.
Knowledge of clinical scheduling and coordination of patient activities.
Demonstrated ability to be self-directed and demonstrate excellent judgement in prioritizing multiple projects and assignments.
Excellent verbal communication skills, including capacity to demonstrate positive interpersonal skills and participate as a member of a team and work groups.
Excellent written communication skills.
Demonstrated competency using computer spreadsheet and database applications as well as Microsoft Office Programs, including Outlook, Word and Excel.

Nice To Haves

Proficiency in computer spreadsheet and database applications.
Experience working in an Academic Medical Center.
Experience with the Epic system.
Experience performing scheduling quality audits.
Experience working with patients with disabilities and their families.

Responsibilities

Performs check in and check out services at CDD main-lobby registration desk.
Provides directions & schedules follow-up appointments.
Provides clerical support to CDD clinicians.
Provide scheduling support for all modalities at the CDD.
Ensure patient satisfaction by attempting to coordinate appointments with other clinics when available.
Assists with problem solving of scheduling issues.
Provides back up for outpatient scheduling departments performing scheduling maintenance functions as deemed necessary and provides scheduling coverage in staff absence.
Coordinates provider schedules (Master schedules, daily templates, and clinic closures) for clinics as assigned.
May 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.
May perform other duties as assigned.
Processes incoming patient information (from mail, email and fax) to ensure information is appropriately scanned into EPIC and is prioritized according to patient’s appointment.
Uses specialized software to score parent and school questionnaires and provide patient reports to CDD Clinicians.
Receives requests for patient information and uses knowledge of HIPAA and release of information requirements to make independent decisions about releasing patient information.
Provide input/suggestions regarding policies, practices, and programs that improve services.
Reviews and analyzes monthly Clinical Operations data and uses data to prepare reports.
Uses data and information to provide recommendations to the Operations Manager on setting staff benchmarks, process improvement initiatives, and operational policies and procedures.
Serves as CDD liaison for CDD’s Patient Appointment Center (PAC) team.
Works with PAC team on process improvement initiatives to ensure patient packets provide required patient information.
Provide direction, assignments, feedback, coaching and counseling to assure outcomes are achieved.
Advises Clinical Operations staff and supervisors on HIPAA, release of information and guardianship regulations and policies and procedures.
May analyze, monitor, and report financial data, information, and reports.
May initiate and/or approve routine fiscal transactions.
May contribute to budget development.
Serve as an intermediary for the CDD Prior Authorization team and clinical providers.
Assure that requirements for PA are obtained/provided in a timely fashion to prevent the interruption of services.