Clinic Services Specialist Otolaryngology

BASIC FUNCTION

The Department of Otolaryngology at the University of Iowa Healthcare is seeking a Clinical Services Specialist. This person will provide services related to access scheduling wayfinding and support to assure effective and efficient delivery of health care services striving toward an excellent patient experience. Positions in this job family are engaged in one or more activities related to scheduling patient appointments serving as a patient advocate handling patient access requests handling service recovery incidents ensuring appointments are scheduled appropriately and using independent judgement to best ensure the patient has an excellent experience. Key areas of responsibility include providing patient access services to UI Health Care communicate/collaborate with internal and external constituents operations and performance standards human resource management and financial management.

Perform and coordinate reception and scheduling functions including check-in and check-out and scheduling patient appointments in the EPIC with problem solving of scheduling point of service cash collections and insurance co-payments issues and close daily batch with EPIC In basket and schedulable orders work queues email outside referring and internal referring campus mail and outlook reception/scheduling incoming to work varying hours between 7 AM and 5 PM as needed.

KEY AREAS OF RESPONSIBILITY

Provide Patient Access 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.

• Follows the scheduling policies to facilitate all patient appointments.

• Provides back up for scheduling maintenance functions as deemed necessary.

• Assists with provider schedules (Master schedules daily templates and clinic closures) for clinics as assigned.

• Ability to work varying hours between 7 AM and 5 PM as needed.

• Attends staff meetings as needed.

• May perform other duties as assigned.

• Provide services for patients such as interpretation support in obtaining care navigating the delivery system or addressing care/service issues.

• 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.

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.

Human Resources Management:

• May provide training or other aspects of the onboarding process for students and other staff.

Financial Management:

• Collaborate with others regarding the management of Pre-Access and Financial Counseling.