Clerk III 50% Weekends - Downtown Campus

The University of Iowa; Iowa City (IA); On-site; USD 28,000 - 36,000; Part time

Job summary

The University of Iowa Health Care Downtown Campus is seeking a Clerk III who, under supervision, provides exceptional customer service at the Information Desk. The role greets patients and guests, offers directions, and handles inquiries both in person and by phone in compliance with hospital policies.

Responsibilities include service recovery, coordinating with departments, maintaining privacy and confidentiality, and assisting with transport requests.

Qualifications

• Minimum eligibility includes any combination of clerical experience equivalent to two years of full-time employment.
• Demonstrates exceptional customer service to patients, families, guests, and staff in a fast-paced environment.
• Strong communication skills, professional presence, and ability to follow instructions and policies.

Responsibilities

• Provide excellent customer service at the information desk and on the telephone.
• Offer directions, information, and assistance to patients and guests.
• Coordinate with departments and staff, and escalate issues for service recovery when needed.
• Maintain confidentiality and privacy per HIPAA and hospital policies.
• Assist with transport requests, deliveries, and information on parking options.

Skills

Customer service

Communication

Privacy and HIPAA

Attention to detail

Independent work

Tools

EPIC

Lost and Found program

Microsoft Office

Job description

The University of Iowa Health Care Downtown Campus is seeking to fill a Clerk III who under general supervision and demonstrating exceptional customer service, welcomes and greets patients and guests to Iowa Health Care at the Information Desk. Provides directions and information on hospital services and amenities on the telephone and in person in compliance with hospital policies. Conducts and implements service recovery as necessary.

A career with University of Iowa Health Care is more than a job. Here, you’re part of something greater, something bigger. Our downtown campus is a 194-bed hospital (located at 500 E Market Street, Iowa City) providing a community-based model of care while directly connected to the expertise, technology, collaboration, and support of our entire health system. Join the team at our downtown campus. You’ll find meaning and purpose knowing that your work helps make all of Iowa better.

Schedule: 50% Weekend Clerk III - Saturdays and Sundays 7:30AM-6:00PM (10-hour shifts/20 hours per week)

Position Responsibilities

• 1) Provide excellent customer service to patients, families, guests, and staff, maintaining a positive and professional attitude at all times.
• 2) Utilizing excellent communication skills, provide information, directions, and assistance for patients and guests on the telephone and in person.
• 3) Provide service recovery when needed, assessing the situation, and ensuring service excellence initiatives are met.
• 4) Answer phone calls and provide appropriate responses, following customer service standards. Make and transfer phone calls to appropriate parties when necessary.
• 5) Respect dignity and privacy of all patients and guests, carefully observing privacy encounter directives.
• 6) Maintain confidentiality in accordance with Iowa Health Care and HIPAA guidelines.
• 7) Provide wheelchair assistance when needed, promoting safety. Arrange patient and guest transport requests via the transport module in EPIC.
• 8) Accurately coordinate deliveries to the desk, logging items and contacting appropriate departments in a timely manner, following proper protocols.
• 9) Receive and transfer Lost and Found items to Safety & Security, following proper protocols.
• 10) Provide information on parking options.
• 11) Skillfully navigate computer software including EPIC, Lost and Found program, Microsoft Office, and operate office equipment.
• 12) Have a working knowledge of the MCD Guest Lodging Program and operations.
• 13) Follow all safety protocols and have conversations regarding visitor guidelines when necessary.
• 14) Provide guidance for inquiries related to medical records, billing, and other departments as needed. Coordinate incoming/outgoing medical records and requests.
• 15) Arrange interpreters when needed, utilizing the GLOBO iPad technology.
• 16) Complete required compliances and training.
• 17) Maintain professional work ethic while working independently or with a team.
• 18) Maintain a neat and clean work environment.
• 19) Perform other projects and duties as assigned.
• 20) Demonstrate the Iowa Health Care WE CARE core values.

Key Knowledge, Skills, and Abilities

• 1) Knowledge of office routines and functions sufficient to refer visitors and telephone calls, and to route correspondence by name and functional area
• 2) Knowledge of institutional and unit policies, processes and forms
• 3) Knowledge of proper format, grammar, spelling, punctuation and capitalization
• 4) Ability to follow oral and written instructions and apply institutional and other policies accurately
• 5) Ability to gather, evaluate and display data in appropriate format and keep accurate records

Minimum Eligibility Requirements

• Any combination of related clerical experience related to undergraduate education and/or post high school clerical training that is the equivalent to two years of full-time employment.

Desired Qualifications

Ability to demonstrate exceptional customer service excellence with every patient and guest in a fast-paced environment.

Must have good communication skills, pay attention to detail, and be able to prioritize multiple tasks.

In person and on the telephone, must be able to demonstrate a professional presence.

Skill in using computer software and operating basic office equipment is required. Must be able to remain in a stationary position for extended periods of time.

At least one year of relevant customer service experience.

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.

• Appointment Type: Merit
• Schedule: Part-time
• Work Modality Options: On Campus

Contact Information

• Contact Email: [e-mail]

Equal opportunity employer

The University of Iowa is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, religion, national origin, age, sex, pregnancy (including childbirth and related conditions), disability, genetic information, status as a U.S. veteran, service in the U.S. military, sexual orientation, or associational preferences.

Persons with disabilities who need assistance or accommodations with the application or interview process may contact University Human Resources/Faculty and Staff Disability Services, [phone] or [e-mail] . For jobs in UI Health care, please contact UI Health care Leave & Disability Administration at 319-356-7543 .