Clinic Services Specialist - Dermatology

UIOWA•Iowa City, IA

About The Position

The Department of Dermatology at University of Iowa Health Care is seeking a motivated, patient-focused professional for a fast-paced, team-oriented clinical environment. The Clinical Services Specialist (CSS) supports a seamless patient experience through appointment scheduling and coordination, front desk operations, patient communication, and collaboration with clinical staff and other departments. The role requires strong communication and problem-solving skills to manage complex scheduling needs, overbook procedures, and coordination with internal departments and external facilities. The position also supports surgery and cosmetic scheduling, insurance preauthorization, documentation, patient check-in and check-out, and cosmetic services administration. The CSS is expected to contribute to workflow improvement, maintain professional standards, and serve as a mentor and service excellence ambassador. The department identifies its core values as Welcoming, Excellence, Collaboration, Accountability, Respect, and Empowerment. Applicants must submit a resume and cover letter addressing how they meet the required and desired qualifications. Successful candidates must self-disclose conviction history and undergo a criminal background check and credential and education verification. Five professional references will be requested later in the recruitment process. Job openings are posted for a minimum of seven calendar days. Contact [email protected] with questions about the position.

Requirements

Bachelor’s degree or an equivalent combination of education and experience.
Six months to one year of administrative experience.
Excellent written, verbal, and interpersonal skills.
Excellent customer service skills.
Demonstrated ability to handle complex situations with minimal supervision.
Experience with computer software applications, including Microsoft Office Suite.

Nice To Haves

Experience with the EPIC system.
Experience scheduling in an outpatient health care setting.
Experience maintaining professionalism while handling difficult situations with callers or customers.
Knowledge of University of Iowa policies, procedures, and regulations.

Responsibilities

Schedule, cancel, and reschedule patient appointments and tests in EPIC in accordance with UI Health Care guidelines.
Coordinate appointments across UI Health Care departments, clinics, diagnostic testing areas, and internal and external referring providers.
Negotiate appointment times according to provider availability, patient needs, and clinic capacity, and ensure appropriate provider matching and timelines.
Monitor and process the Appointment Request work queue; escalate issues to administration as needed.
Manage EPIC in-baskets, including staff messages, orders, reminders, CRMs, and patient advice or scheduling requests.
Make outbound calls to schedule or reschedule appointments based on work queue activities.
Provide coverage for surgery and cosmetic scheduling, including out-of-pocket estimates, insurance authorizations, and financial arrangements.
Perform patient check-in and check-out; confirm and update demographic, insurance, and caregiver information; and collect insurance copayments according to policy.
Communicate visit-specific preparation instructions to patients through their preferred method.
Provide front desk coverage, including retail product sales, out-of-pocket payments, and check-in and check-out duties.
Act as an intermediary among patients, clinical staff, and scheduling personnel to address concerns and patient needs.
Negotiate scheduling changes with providers and communicate updates to relevant staff and supervisors.
Communicate scheduling policies and procedures to other schedulers, collaborate with peers, attend staff meetings, and contribute to workflow improvement.
Obtain necessary documentation from outside providers, including notes, images, or biopsy reports, before dermatology appointments or surgeries.
Scan insurance approvals, authorizations, and other supporting documents into the electronic health record.
Support insurance preauthorization staff by submitting prior authorizations for procedures and prescriptions.
Support the Cosmetic Coordinator with Advanced Beneficiary Notices, cosmetic financial agreements, service charges, retail product sales, and basic product education.
Update and maintain training materials and reference documentation; provide ideas and feedback to improve scheduling processes and service quality.
Serve as a mentor, role model, and service excellence ambassador for staff, co-workers, patients, and visitors.
Uphold departmental best practices, quality standards, and UI Health Care professionalism policies.
Perform other duties as assigned.