Clinic Services Specialist - Otolaryngology

Overview

The Department of Otolaryngology at the University of Iowa Healthcare is seeking a Clinical Services Specialist. This role provides services related to access, scheduling, way finding, and support to ensure effective and efficient delivery of health care services and an excellent patient experience. Responsibilities include scheduling patient appointments, serving as a patient advocate, handling access requests and service recovery, ensuring appointments are scheduled appropriately, and using independent judgement to optimize the patient experience.

Key areas include providing patient access services to UI Health Care, collaborating with internal and external constituents, and managing operations, performance standards, human resources, and financial processes.

• Perform and coordinate reception and scheduling functions including check-in/check-out and scheduling patient appointments in the EPIC system.
• Assist with problem solving of scheduling issues and collect point-of-service cash collections and insurance co-payments, issuing receipts.
• Prepare and close daily batch reports; assist with EPIC In basket and schedulable orders work queues, campus mail, and Outlook reception/scheduling emails.
• Work varying hours between 7 AM and 5 PM as needed.
• Provide frontline clinic operation support, including coordination of appointment scheduling, preparation of pre-registration paperwork, obtaining and verifying pre-authorizations, and educating patients regarding billing processes and financial responsibilities.
• Review patient charges for accuracy and answer questions concerning billing procedures and charges.
• Follow scheduling policies to facilitate all patient appointments and provide back-up support for scheduling maintenance as needed.
• Assist with provider schedules (master schedules, daily templates, clinic closures) for assigned clinics and attend staff meetings as needed.
• Provide services for patients such as interpretation, assistance in obtaining care, navigation of the delivery system, and addressing care/service issues.
• Supervise delivery of services such as health information and clinic scheduling/operations; perform tasks/inspections to meet compliance goals and patient/customer satisfaction expectations.

• 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 Microsoft Excel, Word, and PowerPoint is required.

• Experience in an outpatient clinic setting is highly desirable.
• Previous customer service experience 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.

To be considered for an interview, applicants must upload the following documents and mark them as a “Relevant File” to the submission:
Resume and Cover Letter.

Job openings are posted for a minimum of 7 calendar days and may be removed from posting and filled anytime after the original posting period has ended. Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. Up to five professional references will be requested later in the recruitment process.

For additional questions, contact ashley-rayer.

• Classification
  
  Title:
  
  Clinic Services Specialist
• Appointment Type:
  Professional and Scientific
• Schedule:
  
  Full-time

• Pay Level: 3A

• Organization:
  Healthcare
• Contact Name:
  Ashley Nelson
• Contact Email:
  Ashley-Rayer