Clinic Services Specialist - Urology

UIOWA•Iowa City, IA

About The Position

The University of Iowa Health Care Department of Urology is seeking a Clinic Services Specialist. This position is responsible for duties related to access, scheduling, wayfinding 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, checking in patients and scheduling follow up appts at checkout and using independent judgement to best ensure the patient has an excellent experience. Schedule patient appointments and tests and coordinate appointments with other University of Iowa Health Care departments utilizing the EPIC system, assuring compliance with established guidelines. Perform reception coverage; assist with patient appointment check in process through the Epic systems; greet patients upon arrival to the clinic; answer questions in a manner that applies service excellence principals; update patient address, phone, insurance, MSP data and caregiver information; assure patients complete and/or sign all appropriate documentation. Facilitate patient flow within the clinic and hospital through utilization of the Epic Department Appointments Report; direct patients to appropriate waiting areas; assist patients with directions to other UI Health Care clinics; provide patients with parking validation. Answer incoming clinic calls, field and answer questions, schedule appointments, route calls and relay messages appropriately. Work with numerous distractions and interruptions. Collect patient co-insurance and co-payments at time of check-in following established UI Health Care policies; close daily batch; complete variance reports. Maintain personal cash drawer, following set University of Iowa policies and guidelines. Assists with resolving immediate scheduling issues by working directly with clinical supervisor. Notifies supervisor of unresolved scheduling issues. Serves as an intermediary between patients and nursing personnel regarding scheduling concerns and medical needs. Coordinates appointment for other University of Iowa Health Care departments as needed. Negotiate schedule changes with providers and communicates changes with staff/supervisors. Contribute ideas and seek ways to improve assigned processes. Provide feedback to management on means to achieve goals and resolve service issues. Attend scheduling staff meetings. Collaborate with peers and co-workers to enhance the delivery of health care. Provide training to new students/staff. Update and maintain training documentation and resources. 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. Serve as mentor, role model, and service excellence ambassador for staff, co-workers, patient and visitors. May perform other duties as assigned.

Requirements

Bachelor’s degree or an equivalent combination of education and experience.
Six months – 1 year related administrative experience.
Excellent written, verbal and interpersonal communication skills.
Experience working in customer service
Proficiency in computer software applications, including Microsoft Office Suite

Nice To Haves

Minimum 1 year scheduling in an outpatient clinic setting is highly desirable.
Experience working with EPIC.
Knowledge of University of Iowa Hospitals and Clinics policies, procedures and regulations.
Ability to maintain professionalism while handling difficult situations with callers and customers
Demonstrated ability to handle complex situations with minimal supervision
Demonstrated attention to detail
Excellent organizational skills
Knowledge of medical terminology
Demonstrated ability to resolve issues related to customer concerns or workflow changes and challenges.
Knowledge of University of Iowa policies, procedures, and regulations.

Responsibilities

Schedule patient appointments and tests and coordinate appointments with other University of Iowa Health Care departments utilizing the EPIC system, assuring compliance with established guidelines.
Perform reception coverage; assist with patient appointment check in process through the Epic systems; greet patients upon arrival to the clinic; answer questions in a manner that applies service excellence principals; update patient address, phone, insurance, MSP data and caregiver information; assure patients complete and/or sign all appropriate documentation.
Facilitate patient flow within the clinic and hospital through utilization of the Epic Department Appointments Report; direct patients to appropriate waiting areas; assist patients with directions to other UI Health Care clinics; provide patients with parking validation.
Answer incoming clinic calls, field and answer questions, schedule appointments, route calls and relay messages appropriately.
Collect patient co-insurance and co-payments at time of check-in following established UI Health Care policies; close daily batch; complete variance reports.
Maintain personal cash drawer, following set University of Iowa policies and guidelines.
Assists with resolving immediate scheduling issues by working directly with clinical supervisor. Notifies supervisor of unresolved scheduling issues.
Serves as an intermediary between patients and nursing personnel regarding scheduling concerns and medical needs.
Coordinates appointment for other University of Iowa Health Care departments as needed.
Negotiate schedule changes with providers and communicates changes with staff/supervisors.
Contribute ideas and seek ways to improve assigned processes. Provide feedback to management on means to achieve goals and resolve service issues.
Attend scheduling staff meetings.
Collaborate with peers and co-workers to enhance the delivery of health care.
Provide training to new students/staff. Update and maintain training documentation and resources.
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.
Serve as mentor, role model, and service excellence ambassador for staff, co-workers, patient and visitors.
May perform other duties as assigned.