Clinic Services Specialist - Otolaryngology

The University of Iowa; Iowa City (IA); On-site; USD 25,000 - 34,000; Full time

Job summary

University of Iowa Healthcare is seeking a Clinic Services Specialist in Otolaryngology to support patient access, scheduling, and frontline clinic operations. This role involves coordinating appointments, handling billing questions, and using EPIC to manage workflows while delivering excellent patient service.

The position requires a Bachelor's degree or equivalent, 6 months of related experience, and strong communication skills.

Qualifications

• Bachelor's degree or equivalent combination of education and experience is required.
• 6 months related experience is required.
• Excellent written and verbal communication skills are required.
• Proficiency in computer applications including Microsoft Excel, Word and PowerPoint is required.

Responsibilities

• Coordinate patient appointment scheduling and prepare pre-registration paperwork.
• Assist with EPIC In basket and schedulable orders work queues and reception activities.
• Collect cash collections and insurance co-payments; prepare daily batch reports.
• Provide frontline clinic operation support and patient access services; communicate with internal and external stakeholders.

Skills

Customer service

Communication

Teamwork

Multitasking

Education

Bachelor's degree or equivalent

Tools

EPIC

Outlook

Microsoft Word

PowerPoint

Job description

Clinic Services Specialist - Otolaryngology

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 system. Assist with problem solving of scheduling issues. Collect point of service cash collections and insurance co-payments, issues receipts. Prepare and close daily batch reports. Assist with EPIC In basket and schedulable orders work queues, email, outside referring and internal referring campus mail, and outlook reception/scheduling incoming email. Ability 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.

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 elevate 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.

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

Required Qualifications:

A Bachelor's degree or an equivalent combination of education and experience is required.

6 months related experience is required.

Excellent written and verbal communication skills are required.

Proficiency in computer applications including Microsoft Excel, Word and PowerPoint is required.

Desired Qualifications:

Experience in an outpatient clinic setting is highly desirable.

Previous customer service experience is highly desirable.

Experience with hospital operations and/or Ambulatory Clinic operations is desirable.

Experience with EPIC is desirable.

Experience with scheduling is desirable.

Experience with in person patient interactions is desirable.

Knowledge of University of Iowa Health Care policies, procedures and regulations is desirable

Job openings are posted for a minimum of 7 calendar days and may be removed from posting and filled any time after the original posting period has ended.

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. Up to 5 professional references will be requested at a later step in the recruitment process.

For additional questions, please contact [e-mail].

Additional Information

• Classification Title: Clinic Services Specialist
• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: On Campus

Compensation

Contact Information

• Contact Name: Ashley Nelson
• 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 .