Clinic Services Specialist UI Health Care Sioux City Clinic 100%

Clinic Services Specialist

The University of Iowa Community Clinics (UICC) is seeking a patient focused Clinical Services Specialist to support our Sioux City Family Medicine Clinic. 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
• Provide 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

• Provide 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.
• 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 create an environment where every individual feels safe, valued, and respected, supporting the well-being and success of all members of our community.
• Empowerment - We commit to fair access to research, health care, and education for our community and opportunities for personal and professional growth for our staff and learners.

Department Summary: University of Iowa Community Clinics (UICC) provides comprehensive care to the Iowa City community and beyond. 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.

Percent of Time: 100% Schedule: Work hours vary Monday through Friday between 7:30 AM - 5:00 PM. No weekends, on call time, or holidays required. Location: Sioux City, IA Pay Grade: 3A Salary: $43,240 - $82,749 based on experience.

Benefits Highlights: Regular salaried position located in Sioux City, Iowa Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans.