Clinic Services Specialist - Department of Surgery

University of Iowa•Iowa City, IA

13h•Onsite

About The Position

The Clinic Services Specialist position provides frontline clinic operational and patient support for the Plastic and Reconstructive Surgery Clinic to assure effective and efficient delivery of health care services. Duties include scheduling patient appointments, serving as a patient advocate, handling patient requests, and ensuring the patient has an excellent experience. Additionally, this individual works closely with clinic staff to manage scheduling discrepancies, triage and assign new patients, and ensure appropriate clinic communication. The specialist may also collect payments, discuss consult fees, and share basic payment information with patients.

Requirements

A bachelor's degree from an accredited college or university, or an equivalent combination of education and experience.
Experience working independently to manage multiple projects and programs at a time. Ability to assess priorities and set / achieve goals.
Demonstrated proficiency in Microsoft Office Suite, including Word, Power Point, and Excel.
Demonstrated excellent written and verbal communication skills.
Strong organizational skills.

Nice To Haves

Minimum of 1 year of recent and relevant experience working in a healthcare administrative environment.
Demonstrated proficiency in Electronic Health Records and other clinic software.
Familiarity with EPIC.
Familiarity with medical terminology.
Previous experience with customer service and managing customer complaints.
Previous supervisory experience.
Knowledge of University of Iowa policies, procedures, IT services, and standards.
Demonstrated experience working effectively in a welcoming and respectful workplace environment.

Responsibilities

Schedule and coordinate appointments for patients, including new incoming referrals, pre- and post-operative appointments, and in-clinic minor procedures.
Coordinate appointments with multiple departments to better improve patient experience.
Answer questions and educate patients on pre-registration paperwork prior to visits such as patient privacy forms and insurance forms.
Follow work processes and guidelines to ensure fluent clinic process and excellent patient care.
Call patients regarding insurance, registration, and payment issues.
Ensure patient calls are appropriately triaged.
Monitor patient satisfaction throughout the duration of their visit and provide service recovery as needed.
Communicate with patients about delays in clinic and provide service recovery when appropriate.
Meet weekly with administration to discuss clinic progress and implement changes as needed.
Prepare, compile, and maintain records; calculate estimates or billings; and monitor, verify, and reconcile departmental statements. Recognize and resolve problems. May prepare cash reports and cash register edits.
Monitor effectiveness of clinic flow and suggest changes that may improve efficiency and service levels.
Accommodate urgent patients as needed.
Assist patients in setting up MyChart and encourage the use to increase communication and patient satisfaction.
Assist in training new employees on frontline operations.
Monitor and uphold the regulations related to patient confidentiality and HIPAA.
Train centralized scheduling staff on in-clinic scheduling and answer questions that may arise.
Collect payments at the time of service, including pre-discussed consult fees, Botox, and surgery payments.
Verify insurance information and provide appropriate information regarding insurance coverage.
Provide financial counseling options to patients who may not have insurance.
Answer patient questions regarding prior-authorizations, appeals, or insurance approvals. Connect patient to appropriate resources as needed.