Patient Access Specialist - Integrated Call Center

University of Iowa•Iowa City, IA

6d•Hybrid

About The Position

The Patient Access Specialist position will perform work within the Integrated Call Center, part of the UI Patient Access Center. This position responds efficiently and effectively to patients, healthcare professionals, university staff members, insurance companies, and the general public via multi-line phones and various electronic means in a busy call center. This position provides a positive first impression to customers, offering one call resolution when within scope. The Patient Access Specialist will provide scheduling support for multiple outpatient clinics. They will assist both the UI Patient Access Center and Integrated Call Center as needed, and problem solve scheduling issues that arise. When a request is outside of employee’s scope, this person will use problem solving skills to connect the caller with appropriate staff and/or services. They will develop and maintain knowledge of the full range of UI faculty, staff, and services offered by University of Iowa Health Care. Ensures all events are documented in the patient’s electronic medical record, as required by departmental policy. Assist in the gathering of information, updating and maintaining the departments’ database for the Integrated Call Center. The Patient Access Specialist anticipates the needs of the caller and serves as a patient advocate. They will use Departmental practices as guidelines and use independent judgement to determine how to assist callers. Upholds the departments best practices, quality, and professionalism standards and policies. Serves as a mentor, coach, role model, and service excellence ambassador for staff, co-workers, patients, and visitors. May complete special projects for the department. They may attend clinic or department meetings to serve as an expert on call center processes. May perform other duties as assigned.

Requirements

A Bachelor’s degree or an equivalent combination of education and experience.
Typically (6 months – 1 year) 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 efficiently and effectively to patients, healthcare professionals, university staff members, insurance companies, and the general public via multi-line phones and various electronic means.
Provide scheduling support for multiple outpatient clinics.
Assist both the UI Patient Access Center and Integrated Call Center as needed.
Problem solve scheduling issues that arise.
Connect callers with appropriate staff and/or services when requests are outside of scope.
Develop and maintain knowledge of the full range of UI faculty, staff, and services offered by University of Iowa Health Care.
Document all events in the patient’s electronic medical record.
Assist in gathering information, updating and maintaining the departments’ database for the Integrated Call Center.
Anticipate the needs of the caller and serve as a patient advocate.
Use Departmental practices as guidelines and independent judgement to assist callers.
Uphold the departments best practices, quality, and 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 for the department.
Attend clinic or department meetings to serve as an expert on call center processes.
Perform other duties as assigned.