Clinic Services Specialist-Pediatric Specialty Clinic

University of Iowa • Iowa City, IA

2d

About The Position

The University of Iowa Stead Family Children’s Hospital, Pediatric Specialty Clinic is seeking a Lead Clinic Services Specialist to join our team. This person, along with the Clinic Services Manager is responsible for overseeing the front-line team(s) across four distinct clinics. In conjunction with the clinic services manager, the Lead Clinic Services Specialist will provide Front-Line leadership by determining staffing assignments based on the clinic needs in four separate areas, they will participate in interviews and the onboarding process for new hires. They’ll serve as backup to the clinic services manager for timecard approvals and template maintenance. This person will perform backup coverage as needed across the four separate clinics they’ll support. This position will also work closely with patients and families scheduling follow up appointments after their visit in the clinic following the guidelines set forth by the department providers and the scheduling protocols provided by the department manager. They’re also responsible for upholding the department’s best practices and are accountable for performing these tasks. At times this role could require a high level of flexibility depending on vacations, sign offs, and clinic needs. They’ll serves as mentor, role model, and service excellence ambassador for staff, co-workers, patients and visitors. May perform other duties as assigned.
Primary duties and responsibilities include:
Provide Patient Access Services to Clinical and Non-Clinical Departments:
- Become a subject matter expert in the specialties housed in four separate clinics.
- Perform Check in/Check out duties and provide coverage in other scheduling areas as needed.
- Provide frontline clinic operational support, such as the coordination of patient appointment scheduling, the preparation of pre-registration paperwork for patient visits, obtaining and verifying pre-authorizations.
- Maintain provider templates; including but not limited to, closures, add-ons, adjustments, overbooks, and reschedules etc. and report discrepancies to the clinic services manager.
- Along with the clinic services manager, determine staffing assignments based on the clinic needs in four separate areas.
- Work both independently and with peers to complete scheduling and reschedule lists as assigned.
- Serve as backup for daily room management changes in AMION.
- Oversee work queues and EPIC in-basket messages.
- Assists with problem solving of scheduling issues.
- Follows scheduling policies and clinic guidelines to facilitate patient appointments.
- Maintain ongoing communication with health care team within divisions.
- Serve as intermediary between patients and healthcare team concerning scheduling concerns and medical needs.
- Provide feedback to management on means to achieve goals and resolve service issues.
- Obtain patient medical records and confirm upcoming patient appointments. Ensure full utilization of provider clinic availability, maintaining clinic capacity.
- Review patient charges to ensure accuracy and answer questions concerning billing procedures, charges and additional financial responsibilities.
- Attends scheduling staff meetings.
- Flexibility to cover vacation and absences at a moment’s notice.
- Other duties as assigned.
Patient Satisfaction/ Service Excellence:
- 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.
Operations and Quality Standards/ Improvement:
- Help maintain front-line staff productivity.
- Ensure key metrics are met with email capture, MyChart activation, and Co-Pay collection.
- Contribute to process improvement of the front-line processes.
- Complete special projects or implement pilot programs as directed by the clinic services manager.
- Review scheduling templates and make recommendations for improvement opportunities related to patient access and clinical operations.
Human Resources Management:
- Assist with personnel management.
- Participate in interviews and make recommendation for hire.
- Train new hires during the onboarding process.
- Manage ELMS and team absences
- Help devise and ensure coverage plans during planned absences are effectively communicated to the team.
Financial Management:
- Collaborate with others regarding the management of Pre-Access and Financial Counseling.
- May analyze, monitor and report financial data, information and reports.
- May initiate and/or approve routine fiscal transactions.
- May contribute to budget development.

Requirements

• Excellent written and verbal communication skills are required.
• 6 months or more of EPIC replated scheduling experience.
• 6 months or more related experience is required.
• A bachelor’s degree or an equivalent combination of education and experience is required.

Nice To Haves

• One year of scheduling experience.
• Proficiency in computer applications including Microsoft Excel, Word and PowerPoint is required. 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 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

• Become a subject matter expert in the specialties housed in four separate clinics.
• Perform Check in/Check out duties and provide coverage in other scheduling areas as needed.
• Provide frontline clinic operational support, such as the coordination of patient appointment scheduling, the preparation of pre-registration paperwork for patient visits, obtaining and verifying pre-authorizations.
• Maintain provider templates; including but not limited to, closures, add-ons, adjustments, overbooks, and reschedules etc. and report discrepancies to the clinic services manager.
• Along with the clinic services manager, determine staffing assignments based on the clinic needs in four separate areas.
• Work both independently and with peers to complete scheduling and reschedule lists as assigned.
• Serve as backup for daily room management changes in AMION.
• Oversee work queues and EPIC in-basket messages.
• Assists with problem solving of scheduling issues.
• Follows scheduling policies and clinic guidelines to facilitate patient appointments.
• Maintain ongoing communication with health care team within divisions.
• Serve as intermediary between patients and healthcare team concerning scheduling concerns and medical needs.
• Provide feedback to management on means to achieve goals and resolve service issues.
• Obtain patient medical records and confirm upcoming patient appointments. Ensure full utilization of provider clinic availability, maintaining clinic capacity.
• Review patient charges to ensure accuracy and answer questions concerning billing procedures, charges and additional financial responsibilities.
• Attends scheduling staff meetings.
• Flexibility to cover vacation and absences at a moment’s notice.
• 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.
• Help maintain front-line staff productivity.
• Ensure key metrics are met with email capture, MyChart activation, and Co-Pay collection.
• Contribute to process improvement of the front-line processes.
• Complete special projects or implement pilot programs as directed by the clinic services manager.
• Review scheduling templates and make recommendations for improvement opportunities related to patient access and clinical operations.
• Assist with personnel management.
• Participate in interviews and make recommendation for hire.
• Train new hires during the onboarding process.
• Manage ELMS and team absences
• Help devise and ensure coverage plans during planned absences are effectively communicated to the team.
• Collaborate with others regarding the management of Pre-Access and Financial Counseling.
• May analyze, monitor and report financial data, information and reports.
• May initiate and/or approve routine fiscal transactions.
• May contribute to budget development.

Benefits

• Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans
• The University of Iowa offers a generous benefits package, including paid vacation and paid sick leave. Complete information regarding the full benefits package may be viewed at: Benefits | University Human Resources - The University of Iowa (uiowa.edu)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees