Clinic Services Specialist - UI Health Care Heartland Drive Neurology Specialty Clinics 100%

Clinic Services Specialist

The University of Iowa Community Clinics is seeking a patient focused Clinical Services Specialist to support our Heartland Drive Neurology Specialty Clinics. 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.
• Provides 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

• 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

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