Clinic Services Specialist - Ophthalmology

The University of Iowa Hospitals and Clinics, Department of & Visual Sciences is seeking a 100% Clinic Services Specialist. The Clinic Services Specialist (CSS; PVL2; 3A) schedules patient appointments/inquiries for the Department of Ophthalmology for multiple sub clinics and ensures that patients are scheduled to the right department based on their urgency. Ensures the correct visit types, provider, date, length of visit, and time are utilized.

Schedules into the appropriate timeframe in alignment with requested plan of care, urgency and desired appointment date. Ensures appropriate appointment prerequisites are completed and obtained. Responsible for maintaining the Patient and Referral Work queues and assigning responsibilities among employees to ensure that these work queues are completed in a timely and accurate manner. Monitors progress of work queues and reports any issues and concerns to administration.

Coordinates all necessary preparatory tests and obtains records to maximize the efficiency of the visit. Informs patient of their visit specific preparatory instructions and ensures notification about their upcoming appointments via their communication method of choice. Follows the appropriate workflows to confirm the patient is financially secured for their visit. Anticipates the needs of the patient and serves as a patient advocate.

Assists and problem solves any scheduling issues that arise. Uses independent judgement in determining how to assist patient requests outside of the scope of scheduling. 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.

May attend clinic or department meetings to serve as a scheduling content expert. May perform other duties as assigned.

POSITION RESPONSIBILITIES

• Answer incoming calls for multiple assigned clinics
• Schedule, cancel, and reschedule patient appointments through negotiations with the patient
• Coordinate patient appointments with other clinics
• Confirms demographics, insurance, MSP, and caregiver information and makes changes as needed.
• Triage process – works with nursing to coordinate same day urgent/emergent appts
• Provide back up support to Clinic Services Specialist lead in regards to monitoring templates
• Provide additional support to Insurance Preauthorization personnel
• Identify self-pay patients and works with financial counseling to secure payments prior to appointments.
• Answers questions about clinic procedures according to department instructions.
• Schedules outpatient appointments on a daily basis.
• Arranges appointments for patients and house staff who come to scheduling area.
• Schedules appointments for patients who call based on physician's availability,
  patient's needs, and current schedules.
• Schedules appointments from outside referring physicians based on house physician availability and schedule.
• Schedule appointments from the Ophthalmology Website and voicemail requests.
• Telephones other scheduling centers to coordinate appointments and set up referrals/consults to other departments.
• Negotiate appointments with patients and other departments.
• Negotiate schedule changes with providers and communicates changes with staff/supervisors.
• Serve as a patient advocate
• Route calls to the appropriate area if they are not within the scope of scheduling
• Work the Epic work queues
• Work the Epic in-baskets which could include: staff messages, orders, patient reminders, patient scheduling, CRMs, patient advice requests, etc.
• Work rescheduled lists/bump lists
• Work recalls
• Make outbound calls
• Fax/scan
• Provide scheduling coverage in staff absence
• Provide back up for outpatient scheduling departments performing scheduling maintenance functions as deemed necessary
• Coordinate provider schedules (Master schedules, daily templates and clinic closures) for clinics as assigned
• May perform other duties as assigned

University of Iowa Hospitals & Clinics—recognized as one of the best hospitals in the United States—is Iowa's only comprehensive academic medical center and a…