Patient Access Specialist - Integrated Call Center

University of Iowa•Iowa City, IA

11h•Hybrid

About The Position

The Patient Access Specialist works in the Integrated Call Center, part of the UI Patient Access Center, and responds to patients, healthcare professionals, university staff, insurance companies, and the public by phone and electronic communication. The role provides a positive first impression, aims to resolve requests on the first call when within scope, and supports scheduling for multiple outpatient clinics. The specialist also assists the UI Patient Access Center and Integrated Call Center as needed, resolves scheduling issues, and connects callers with appropriate staff or services when a request is outside the role’s scope. The position requires developing and maintaining knowledge of University of Iowa Health Care faculty, staff, and services; documenting events in patients’ electronic medical records as required by policy; and assisting with collection and maintenance of the department’s database. The specialist anticipates callers’ needs, advocates for patients, and uses departmental practices and independent judgment to assist callers while upholding quality, professionalism, and service standards. The role also serves as a mentor, coach, role model, and service excellence ambassador; may complete special projects, attend clinic or department meetings as an expert on call center processes, and perform other duties as assigned. The schedule is 11:00 a.m. to 9:30 p.m., four 10-hour shifts, with weekend and holiday rotations. Additional compensation may be added to base salary for applicable evening and/or weekend differentials. Hybrid work is available, but must be performed within Iowa and is subject to completion and annual review of a work arrangement form and applicable policies.

Requirements

A bachelor’s degree or an equivalent combination of education and experience.
Typically 6 months to 1 year of administrative experience.
Excellent written and verbal communication skills.
Proficiency in computer spreadsheet and database applications.

Nice To Haves

Experience with hospital operations and/or ambulatory clinic operations.
Experience with medical terminology.
Experience with the Epic system.
Experience scheduling in an outpatient clinic setting.

Responsibilities

Respond to patients, healthcare professionals, university staff members, insurance companies, and the general public through multi-line phones and electronic communication.
Provide a positive first impression and resolve callers’ requests on the first call when within scope.
Provide scheduling support for multiple outpatient clinics and assist the UI Patient Access Center and Integrated Call Center as needed.
Problem-solve scheduling issues and connect callers with appropriate staff or services when requests are outside the role’s scope.
Develop and maintain knowledge of University of Iowa Health Care faculty, staff, and services.
Document events in patients’ electronic medical records as required by departmental policy.
Assist in gathering information and updating and maintaining the Integrated Call Center department database.
Anticipate callers’ needs and serve as a patient advocate, using departmental practices and independent judgment.
Uphold departmental best practices, quality standards, professionalism standards, and policies.
Serve as a mentor, coach, role model, and service excellence ambassador for staff, co-workers, patients, and visitors.
Complete special projects, attend clinic or department meetings as an expert on call center processes, and perform other duties as assigned.