Clinical Service Specialist
University of Iowa

The Clinic Services Specialist position provides frontline clinic operational and patient support for the Plastic and Reconstructive Surgery Clinic to assure effective and efficient delivery of health care services. Duties include scheduling patient appointments, serving as a patient advocate, handling patient requests, and manage scheduling discrepancies, triage and assign new patients, and ensure appropriate clinic communication. The specialist may also collect payments, discuss consult fees, and share basic payment information with patients.

Responsibilities:

• Compose correspondence in response to routine inquiries frequently without instruction or review.
• Initiate and process standardized forms related to area of assignment.
• Schedule and coordinate appointments for patients, including new incoming referrals, pre- and post-operative appointments, and in clinic minor procedures.
• Coordinate appointments with multiple departments to better improve patient experience.
• Answer questions and educate patients on pre-registration paperwork prior to visits such as patient privacy forms and insurance forms.
• Follow work processes and guidelines to ensure fluent clinic process and excellent patient care.
• Call patients regarding insurance, registration, and payment issues.
• Reschedule and schedule patients per departmental changes as needed.
• Maintain high levels of customer service by providing patients with all information necessary prior to their appointment.
• Ensure patients calls are appropriately triaged.
• Ensure security and confidentiality of all patient information.
• Triage new incoming referrals.
• Monitor patient satisfaction throughout the duration of their visit and provide service recovery as needed.
• Ensure all patients satisfaction throughout the duration of their visit and provide service recovery as needed.
• Ensure security and confidentiality of all patient information.
• Triage new incoming referrals.
• Monitor patient satisfaction throughout the duration of their visit and provide service recovery as needed.
• Ensure all patient questions have been addressed prior to the patient leaving the clinic.
• Work efficiently to ensure appropriate clinic flow.
• Communicate to patients about delays in clinic and provide service recovery when appropriate.
• Meet weekly with administration to discuss clinic progress and implement needed changes.
• Review inquiries and provide information regarding policies and procedures, requiring knowledge of both assigned and related work areas.
• Prepare, compile, and maintain records; calculate estimates or billings; and monitor, verify, and reconcile departmental statements. Recognize and resolve problems. May prepare cash reports and cash register edits.
• Work with administration and centralized scheduling team to determine the most efficient template to maximize visits and care for patients.
• Monitor and change appointment lengths to accommodate patient care.
• Monitor effectiveness of clinic flow and suggest changes that may improve efficiency and service levels.
• Accommodate urgent patients as appropriate.
• Assist patients in setting up MyChart and encourage the use to increase communication and patient satisfaction.
• Maintain communication with schedulers and providers to answer patient questions and concerns and manage last minute schedule changes.
• Assist in training new employees on frontline operations.
• Complete and maintain appropriate training and compliances.
• Monitor and uphold the regulations related to patient confidentiality and HIPPA.
• Train centralized scheduling staff on in-clinic scheduling and answer questions that may arise.
• Collect payments at the time of service, including pre-discussed consult fees, Botox, and surgery payments.
• Verify insurance information and provide appropriate information regarding insurance coverage.
• Provide financial counseling options to patients who may not have insurance.
• Work with social workers in situations that require additional consultation and patient support.
• Answer patient questions regarding prior-authorizations, appeals, or insurance approvals. Connect patient to appropriate resources as needed.
• Ensure the correct claim information is recorded for any third-party payor situations.

Percent of Time: 100%

Schedule: Monday through Friday, 8:00 am-5:00 pm

Location: UIHC Main Campus

Pay Grade: 3A

Benefits Highlights:

Regular salaried position located in Iowa City, Iowa.

Fringe benefit package including paid vacation; sick leave; health, dental, life, and disability insurance options; and generous employer contributions into retirement plans. For more information on benefits, please visit: https://hr.uiowa.edu/benefits

For more information about Why Iowa? click here.

Required Qualifications:

• A bachelor's degree from an accredited college or university, or an equivalent combination of education and experience.
• Experience working independently to manage multiple projects and programs at a time. Ability to assess priorities and set/achieve goals.
• Demonstrated proficiency in Microsoft Office Suite, including Word, Power Point, and Excel.
• Demonstrated proficiency in Electronic Health Records and other clinic software.
• Demonstrated excellent written and verbal communication skills.
• Strong organizational skills.

Desirable Qualifications:

• Minimum of 1 year of recent and relevant experience working in a healthcare administrative environment.
• Familiarity with EPIC.
• Familiarity with medical terminology.
• Previous experience with customer service and managing customer complaints.
• Previous supervisory experience.
• Knowledge of University of Iowa policies, procedures, IT services, and standards.

Application 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.

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 references will be requested at at later step in recruitment process. This position is not eligible for University sponsorship for employment authorization.

For additional questions, please contact Katie Pontious at (319) 384-6144 or katie-pontious@uiowa.edu

Additional Information

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

Compensation

• Pay Level: 3A
• Starting Salary Minimum: 41,541
• Starting Salary Maximum: 79496

Contact Information

• Organization: Healthcare
• Contact Name: Julie Portz
• Contact Email: julie-portz@uiowa.edu

---