The University of Iowa Health Care department of Family Medicine is looking for a Clinic Services Specialist. This position will provide efficient, effective, and highly collaborative frontline clinical operational support through the delivery of health care services for all outpatient primary care services offered at University of Iowa Family Medicine main campus clinic. Position is responsible for completing check in/check out responsibilities, scheduling and coordinating appointments in multiple outpatients' clinics using the EPIC system and performing frontline clerical work while adhering to established guidelines.
Additional Duties
Schedule patient appointments, tests and coordinate appointments with other University of Iowa Hospitals and Clinics (UIHC) departments utilizing the electronic medical record (EMR) system.
Provide high level of customer service to all internal and external customers including patients, visitors, and clinical care team(s). Address patient concerns, provide service recovery, and escalate issues as needed.
Serve intermediary between patients and nursing personnel concerning scheduling concerns and medical needs.
Coordinate appointments with patients and other departments. Negotiate schedule changes with providers and communicates changes with staff/supervisors.
Facilitate patient flow within the clinic and assist with directing patients to appropriate waiting areas, other UIHC clinics and provide parking validation services.
Provide education to patients regarding billing process and financial responsibilities.
Obtain and verify prior authorizations prior to scheduling procedures.
Coordinate provider schedules and clinical templates (Master schedules, daily templates, and clinic closures). Make recommendations for improvement related to patient access and clinical operations.
Notify UI Patient Appointment Center (UIPAC) and Clinic Services Coordinator of scheduling issues in a timely and effective manner.
Anticipate medical record needs by proactively reviewing future clinic appointments to ensure all necessary records have been received.
Coordinate and communicate patient scheduling information with providers, nurses, clinic support staff.
Monitor and maintain EPIC in basket and assigned scheduling pools.
May provide training and functional and/or administrative supervision for students/temporary staff.
Upload patient health information and medical records utilizing the media manager function within the electronic medical record.
Contributes ideas and seeks ways to improve upon assigned workflows. Provide feedback to management to achieve goals and resolve service issues.
Serve as mentor, role model, and service excellence ambassador for staff, co-workers, patients, and visitors.
Perform other duties as assigned.
Education Requirements
Bachelor's Degree or an equivalent combination of education and experience is required
Experience Required
6 months to 1-year administrative experience is required
Exceptional communication (verbal and written) and interpersonal skills
Ability to deliver continuous service excellence. Effectively and positively navigate customer (internal and external) concerns
Demonstrated ability to work well within a multi-disciplinary team and collaborate effectively with internal and external customers as well as colleagues at all institutional levels
Must be proficient in computer spreadsheet and database applications
Desired Qualifications
• Experience with hospital operations and/or Ambulatory clinic operations
• Experience scheduling in an outpatient clinic setting
• Experience utilizing Epic
Application Process:
In order to be considered, applicants must upload a resume and cover letter (under submission relevant materials) 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.
With additional questions, please reach out to Sandy Plank at Sandra-plank@uiowa.edu
