Clinical Services Liaison - Otolaryngology

UIOWA•Iowa City, IA

28d•Hybrid

About The Position

BASIC FUNCTION Provide complex scheduling support for several surgical divisions in the Department of Otolaryngology. Oversee and manage the patient care process, resources, and other administrative tasks. Assist with problem solving of scheduling issues. Assist with EPIC In basket and schedulable orders work queues, email, outside referring and internal referring providers, and outlook reception/scheduling incoming email. Coordination of complex follow-up appointments. Schedule surgical cases and in office procedures. Coordinate prior authorizations and predeterminations for complex procedures. Works with patients to investigate and arrange alternative funding sources (e.g., community and institutional) for necessary procedures. Review patient charges to ensure accuracy and answer questions concerning billing procedures and charges. Key areas of responsibility include providing patient access services to UI Health Care, Epic Cadence template management, communicate/collaborate with internal and external constituents, operations, and performance standards. This position is eligible for hybrid work within Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location .

Requirements

A Bachelor's degree or an equivalent combination of education and experience is required.
Excellent written and verbal communication skills are required.
6 months related experience is required.
Proficiency in computer applications including Microsoft Excel, Word, Outlook, and OneNote is required.

Nice To Haves

Experience in an outpatient clinic setting is highly desirable.
Previous customer service experience is highly desirable.
Experience with Epic Optime 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

Provide Patient Access Services to Clinical and Non-Clinical Departments
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.
Follows the scheduling policies to facilitate all patient appointments.
Provides back up for scheduling maintenance functions as deemed necessary.
Assists with provider schedules (Master schedules, daily templates and clinic closures) for clinics as assigned.
Ability to work varying hours between 7 AM and 5 PM as needed.
Attends staff meetings as needed.
May perform other duties as assigned.
Provide services for patients such as interpretation, support in obtaining care, navigating the delivery system, or addressing care/service issues.
Supervise the delivery of services such as health information, clinic scheduling and operations, etc.
Perform tasks/inspections to meet compliance goals, patient/customer satisfaction expectations.
Oversee and maintain the clinical schedule of the faculty.
Oversee and monitor correspondence including inquiries and complaints from the public.
Serves as an intermediary between patients and nursing personnel concerning scheduling concerns and medical needs.
Negotiates appointments with patients and other departments.
Negotiates schedule changes with providers and communicates changes with staff/supervisors.
Collaborate with peers and co-workers to enhance the delivery of health care.
Provide feedback to management on means to achieve goals and resolve service issues.
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
Recommend processes to enhance patient and customer satisfaction.
Review scheduling templates and make recommendations for improvement opportunities related to patient access and clinical operations.
Human Resources Management
May provide training or other aspects of the onboarding process for students and other staff.
Financial Management
Collaborate with others regarding the management of Pre-Access and Financial Counseling.