Lead Clinic Services Specialist-Pediatric Specialty Clinic

University of Iowa; Iowa City (IA); On-site; USD 45,000 - 65,000; Full time

Job summary

The University of Iowa's Stead Family Children’s Hospital is seeking a Lead Clinic Services Specialist to oversee front-line teams across multiple clinics. The role involves staffing coordination, patient scheduling, and providing exceptional service to patients. The ideal candidate will hold at least a bachelor's degree and possess prior scheduling experience, especially in an outpatient clinic environment.

Benefits

Paid vacation

Health and dental insurance options

Generous retirement contributions

Qualifications

• Must possess excellent communication skills.
• 6+ months EPIC related scheduling experience required.
• One year of scheduling experience is desirable.

Responsibilities

• Oversee front-line teams across four clinics.
• Provide patient access services and appointment scheduling.
• Assist with personnel management and training of new hires.

Skills

Excellent written and verbal communication

Customer service

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

The University of Iowa Stead Family Children’s Hospital, Pediatric Specialty Clinic is seeking a Lead Clinic Services Specialist to join our team. This person, along with the Clinic Services Manager is responsible for overseeing the front-line team(s) across four distinct clinics. In conjunction with the clinic services manager, the Lead Clinic Services Specialist will provide Front-Line leadership by determining staffing assignments based on the clinic needs in four separate areas, they will participate in interviews and the onboarding process for new hires. They’ll serve as backup to the clinic services manager for timecard approvals and template maintenance. This person will perform backup coverage as needed across the four separate clinics they’ll support. This position will also work closely with patients and families scheduling follow up appointments after their visit in the clinic following the guidelines set forth by the department providers and the scheduling protocols provided by the department manager. They’re also responsible for upholding the department’s best practices and are accountable for performing these tasks. At times this role could require a high level of flexibility depending on vacations, sign offs, and clinic needs. They’ll serves as mentor, role model, and service excellence ambassador for staff, co-workers, patients and visitors. May perform other duties as assigned.

Primary duties and responsibilities include:

Provide Patient Access Services to Clinical and Non-Clinical Departments:

- Become a subject matter expert in the specialties housed in four separate clinics.

- Perform Check in/Check out duties and provide coverage in other scheduling areas as needed.

- Provide frontline clinic operational support, such as the coordination of patient appointment scheduling, the preparation of pre-registration paperwork for patient visits, obtaining and verifying pre-authorizations.

- Maintain provider templates; including but not limited to, closures, add-ons, adjustments, overbooks, and reschedules etc. and report discrepancies to the clinic services manager.

- Along with the clinic services manager, determine staffing assignments based on the clinic needs in four separate areas.

- Work both independently and with peers to complete scheduling and reschedule lists as assigned.

- Serve as backup for daily room management changes in AMION.

- Oversee work queues and EPIC in-basket messages.

- Assists with problem solving of scheduling issues.

- Follows scheduling policies and clinic guidelines to facilitate patient appointments.

- Maintain ongoing communication with health care team within divisions.

- Serve as intermediary between patients and healthcare team concerning scheduling concerns and medical needs.

- Provide feedback to management on means to achieve goals and resolve service issues.

- Obtain patient medical records and confirm upcoming patient appointments. Ensure full utilization of provider clinic availability, maintaining clinic capacity.

- Review patient charges to ensure accuracy and answer questions concerning billing procedures, charges and additional financial responsibilities.

- Attends scheduling staff meetings.

- Flexibility to cover vacation and absences at a moment’s notice.

- Other duties as assigned.

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:

- Help maintain front-line staff productivity.

- Ensure key metrics are met with email capture, MyChart activation, and Co-Pay collection.

- Contribute to process improvement of the front-line processes.

- Complete special projects or implement pilot programs as directed by the clinic services manager.

- Review scheduling templates and make recommendations for improvement opportunities related to patient access and clinical operations.

Human Resources Management:

- Assist with personnel management.

- Participate in interviews and make recommendation for hire.

- Train new hires during the onboarding process.

- Manage ELMS and team absences

- Help devise and ensure coverage plans during planned absences are effectively communicated to the team.

Financial Management:

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

- May analyze, monitor and report financial data, information and reports.

- May initiate and/or approve routine fiscal transactions.

- May contribute to budget development.

About University of Iowa Stead Family Children’s Hospital

University of Iowa Stead Family Children’s Hospital has been dedicated to meeting the health care needs of children and families since 1919. As Iowa’s only comprehensive children’s hospital, we provide care for children from birth to young adulthood. Services range from promoting wellness to the care of general childhood illness, surgery, traumatic injuries, life-threatening and chronic illnesses, and developmental disabilities. As part of an academic medical center, University of Iowa Stead Family Children’s Hospital also performs groundbreaking research to help solve the mysteries of childhood diseases, in addition to training the next generation of health care professionals. UI Stead Family Children's Hospital is a state-of-the-art pediatric facility that is part of the comprehensive resources of UI Health Care. Our physical facilities grew considerably in 2017. Consistent with our philosophy of patient- and family-centered health care, the new hospital was designed by, with, and for pediatric patients and families.

Education Required:

- A bachelor’s degree or an equivalent combination of education and experience is required.

Experience Requirements:

- Excellent written and verbal communication skills are required.

- 6 months or more of EPIC replated scheduling experience.

- 6 months or more related experience is required.

Desirable Qualifications:

- One year of scheduling experience.

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

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

In order to be considered for an interview, applicants must upload the following documents and mark them as a “Relevant File” to the submission:

• Resume
• Cover Letter

Job openings are posted for a minimum of 14 calendar days and may be removed from posting and filled any time after the original posting period has ended.

For additional questions, please contact Lydia Messer at [e-mail]

Benefits Highlights

• Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans
• TheUniversity of Iowa offers a generous benefits package, including paid vacation and paid sick leave. Complete information regarding the full benefits package may be viewed at: Benefits | University Human Resources - The University of Iowa (uiowa.edu)

Additional Information

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

Compensation

• Pay Level: 3A

Contact Information

• Organization: Healthcare
• Contact Name: Lydia Messer
• Contact Email: [e-mail]