Clinic Services Specialist - Iowa City Primary 1st Ave
University of Iowa

Job Info

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The University of Iowa Community Clinics (UICC) is seeking a patient focused Clinical Services Specialist to support our UICC in Family Medicine 1st Ave Iowa City. This position will provide health related services and/or clinical operational support to assure effective and efficient delivery of health care. This position will be responsible for scheduling patient appointments and visits following the guidelines set forth by UICOM and Centralized Management of Scheduling Positions, programs best practices and serves as mentor, role model, and service excellence ambassador for staff, co-workers, patients and visitors. May perform other duties as assigned.

Position Responsibilities:

Provide Support Services to Clinical and Non-clinical Departments

• Provides 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. Review patient charges to ensure accuracy and answer questions concerning billing procedures and charges.
• Assists with problem solving of scheduling issues.
• Provides back up for outpatient scheduling departments performing scheduling maintenance functions as deemed necessary and provides scheduling coverage in staff absence.
• Coordinates provider schedules (Master schedules, daily templates and clinic closures) for clinics as assigned.
• May 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.
• May perform other duties as assigned.

Communicate/Collaborate with Internal and External Constituents

• Provides feedback to management on means to achieve goals and resolve service issues.
• 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.
• Serves as an intermediary between patients, frontline staff and nursing personnel concerning scheduling concerns and medical needs.
• Negotiates schedule changes with providers and communicates changes with staff/supervisors.
• Explains the scheduling policies to other schedulers as needed through written and oral communications.

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.

Develop Programs, Policies, Practices that Enhance Patient/Staff Environment

• Provide input/suggestions regarding policies, practices, and programs that improve services.

Human Resources Management

• Provide direction, assignments, feedback, coaching and counseling to assure outcomes are achieved.
• May provide training or other aspects of the onboarding process for students and other staff.

Financial Management

• May analyze, monitor and report financial data, information and reports. May initiate and/or approve routine fiscal transactions. May contribute to budget development.
• Collaborate with others regarding the management of Pre-Access and Financial Counseling.

Customer Support Function

• Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution.

Customer Interaction

• Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.

WE CARE Values

• Welcoming - We strive for an environment where everyone has a voice that is heard, that promotes the dignity of our patients, trainees, and employees, and allows all to thrive in their health, work, research, and education.
• Excellence - We aim to achieve and deliver our personal and collective best in the pursuit of quality and accessible healthcare, education, and research.
• Collaboration - We encourage collaboration with healthcare systems, providers, and communities across Iowa and the region, as well as within our UI community. We believe teamwork - guided by compassion - is the best way to work.
• Accountability - We behave ethically, act with fairness and integrity, take responsibility for our own actions, and respond when errors in behavior or judgment occur.
• Respect - We are committed to ensuring that UI Health Care is an inclusive environment where individuals from the full spectrum of diversity - which includes identity, backgrounds, cultures, ability and perspective -feel safe, seen, and valued.
• Equity - We dedicate ourselves to equity and fairness in research, health care, education and health.

Department Summary:

University of Iowa Community Clinics (UICC) provides comprehensive care to the Iowa City community and beyond. Community clinics, including Quick Cares and Urgent Care, in the Muscatine, Riverside, and Iowa City corridor, UICC is home to providers and staff that provide comprehensive care outside of the hospital setting and give the community a sense of care whenever they need it most.

Pay Grade: 3A

Salary: https://hr.uiowa.edu/pay/plans

Benefits Highlights:

• Regular salaried position located in Iowa City, Iowa (or surround clinics based on clinical need or hours)
• Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans
• For more information about Why Iowa? click here

The University of Iowa offers a generous benefits package, including 24 days paid vacation per year to start and paid sick leave. Complete information regarding the full benefits package may be viewed at: https://hr.uiowa.edu/benefits/fpsm.

Percent of Time: 100%

Schedule: Work hours vary Monday through Friday between 7:00 AM - 5:30 PM

Education Required

A Bachelor's degree or an equivalent combination of education and experience in a health related field such as Health Information Management or experience and in-depth knowledge of health care systems in order to provide services that support care delivery (e.g., patient relations, clinic operations, etc.)

Experience Requirements

• One year administrative experience
• Excellent written and verbal communication skills
• Proficiency in computer spreadsheet and database applications
• Driver's license and ability to meet UI Fleet Safety Standards.

Desirable Qualifications

• Experience with hospital operations and/or Ambulatory Clinic operations
• Experience with the Epic system
• Experience in a supervisory or leadership role
• Experience scheduling in an outpatient clinic setting
• Knowledge of University of Iowa Hospitals and Clinics policies, procedures, and regulations

Application Process: In order to be considered, applicants must upload resume, plain text cover letter, and 3 references that clearly address how they meet the listed required and desired qualifications of this position. Job openings are posted for a minimum of 14 calendar days. Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. This position is not eligible for University sponsorship for employment authorization. For questions, contact laura-dooley-1@uiowa.edu.

Additional Information

• Classification Title: Clinic Services Specialist
• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: On Campus

Compensation

• Pay Level: 3A
• Starting Salary Minimum: $41,541.00

Contact Information

• Organization: Healthcare
• Contact Name: Laura Dooley
• Contact Email: laura-dooley-1@uiowa.edu

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