Clinic Services Specialist-Pediatric Specialty Clinic

University of Iowa•Iowa City, IA

5d•Onsite

About The Position

The University of Iowa Stead Family Children’s Hospital, Pediatric Specialty Clinic, is seeking a Clinic Services Specialist that is responsible for checking patients in, out, and scheduling patient appointments and visits, following the guidelines set forth by the department providers and the scheduling protocols provided by the department manager. This position will be working closely with patients and families by scheduling follow-up appointments after visiting the clinic. Uphold to the department’s best practices and is accountable for performing these tasks. Serves as mentor, role model, and service excellence ambassador for staff, co-workers, patients and visitors. May perform other duties as assigned.

Requirements

A bachelor’s degree or an equivalent combination of education and experience is required
Minimum 1 year scheduling in an outpatient specialty clinic setting experience.
Ability to be self-directed and demonstrate excellent judgement in prioritizing multiple projects and assignments.
Excellent written and verbal communication skills.
Proficiency in computer spreadsheet and database applications.
Ability to work with providers and clinicians

Nice To Haves

Excellent written and verbal communication skills are required.
Proficiency in computer applications including Microsoft Excel, Word and PowerPoint is required.
6 months or more related experience 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

Perform Check in/Check out duties.
Provide coverage in other scheduling areas as needed.
Provide frontline clinic operation support, such as the coordination of patient appointment scheduling, the preparation of pre-registration paperwork for patient visits, obtaining and verifying pre-authorizations, and the education of patients regarding billing process and additional financial responsibilities.
Work both independently and with peers to complete scheduling and reschedule lists as assigned.
Assists with problem solving scheduling issues.
Follows scheduling policies, clinic guidelines, and best practices to facilitate patient appointments.
Work with peers to assist department in keeping Epic Work Queue and In-baskets at acceptable levels.
Perform tasks /inspections to meet compliance goals and patient/customer satisfaction expectations.
Maintain ongoing communication with health care teams within divisions.
Review and manage staff messages within EPIC.
Assist with work lists within EPIC. Assist with prior authorizations.
Serve as intermediary between patients and healthcare teams 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. Collaborate with peers and co-workers to enhance the delivery of health care.
Review patient charges to ensure accuracy and answer questions concerning billing procedures and charges.
Attend scheduling staff meetings.
Gather demographic data/information.
Schedule walk-in lab appointments.
Ensure all lab orders for appointments are in Epic prior to appointment.
Proactively follow up on any missing or unconfirmed orders to maintain an efficient lab workflow.
Oversee ticket system used in the lab area.
Flexibility to cover vacation and absences.
Other duties as assigned.
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.
Recommend processes to enhance patient and customer satisfaction.
Review scheduling templates and make recommendations for improvement opportunities related to patient access and clinical operations.
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.