Clerk III 60% 1st Shift- Downtown Campus

University of Iowa; Iowa City (IA); On-site; USD 18,000 - 28,000; Part time

Job summary

The University of Iowa Health Care Downtown Campus is seeking 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.

Qualifications

• Two years of related clerical experience or equivalent schooling.
• Exceptional customer service in a fast-paced setting.
• Ability to maintain privacy and follow HIPAA guidelines.
• Professional presence in person and on the phone.

Responsibilities

• Greet patients and guests at the Information Desk with a courteous, service-oriented approach.
• Provide directions and information on hospital services and amenities.
• Handle telephone inquiries and coordinate assistive requests per policy.
• Support service recovery efforts and maintain confidentiality per HIPAA.
• Assist with transports, scheduling, and documentation using EPIC and office software.

Skills

Customer service

Communication

Privacy & HIPAA

Professional presence

Teamwork

Education

Two years of related clerical experience

Tools

EPIC

Microsoft Office

Lost and Found program

GLOBO iPad

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

60% AM Clerk III - Tuesdays, Thursdays, Fridays 5:00AM-1:30PM (8-hour shifts/24 hours per week)

Position Responsibilities

• Provide excellent customer service to patients, families, guests, and staff, maintaining a positive and professional attitude at all times.


• Utilizing excellent communication skills, provide information, directions, and assistance for patients and guests on the telephone and in person.


• Provide service recovery when needed, assessing the situation, and ensuring service excellence initiatives are met.


• Answer phone calls and provide appropriate responses, following customer service standards. Make and transfer phone calls to appropriate parties when necessary.


• Respect dignity and privacy of all patients and guests, carefully observing privacy encounter directives.


• Maintain confidentiality in accordance with Iowa Health Care and HIPAA guidelines.


• Provide wheelchair assistance when needed, promoting safety. Arrange patient and guest transport requests via the transport module in EPIC.


• Accurately coordinate deliveries to the desk, logging items and contacting appropriate departments in a timely manner, following proper protocols.


• Receive and transfer Lost and Found items to Safety & Security, following proper protocols.


• Provide information on parking options.


• Skillfully navigate computer software including EPIC, Lost and Found program, Microsoft Office, and operate office equipment.


• Have a working knowledge of the MCD Guest Lodging Program and operations.


• Follow all safety protocols and have conversations regarding visitor guidelines when necessary.


• Provide guidance for inquiries related to medical records, billing, and other departments as needed. Coordinate incoming/outgoing medical records and requests.


• Arrange interpreters when needed, utilizing the GLOBO iPad technology.


• Complete required compliances and training.


• Maintain professional work ethic while working independently or with a team.


• Maintain a neat and clean work environment.


• Perform other projects and duties as assigned.


• Demonstrate the Iowa Health Care WE CARE core values.

Key Knowledge, Skills, And Abilities

• Knowledge of office routines and functions sufficient to refer visitors and telephone calls, and to route correspondence by name and functional area


• Knowledge of institutional and unit policies, processes and forms


• Knowledge of proper format, grammar, spelling, punctuation and capitalization


• Ability to follow oral and written instructions and apply institutional and other policies accurately


• 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.

Eligibility & Compliance

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.

Additional Information

• Classification Title: Clerk III


• Appointment Type: Merit


• Schedule: Part-time


• Work Modality Options: On Campus

Compensation

• Pay Level: 8

Contact Information

• Organization: Healthcare


• Contact Name: Emilio Villagrana


• Contact Email: [e-mail]