University of Iowa
Clinic Services Specialist-Pediatric Specialty Clinic
University of Iowa, Iowa City, Iowa, United States, 52245
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. The Lead Clinic Services Specialist will provide Front‑Line leadership by determining staffing assignments based on clinic needs in four separate areas, participate in interviews and the onboarding process for new hires, serve as backup to the clinic services manager for time‑card approvals and template maintenance, and perform backup coverage across the four clinics as needed. The role also involves working closely with patients and families to schedule follow‑up appointments in accordance with department protocols, upholding best practices, and acting as a mentor, role model, and service‑excellence ambassador. May perform other duties as assigned.
Primary Duties and Responsibilities
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.
Coordinate patient appointment scheduling, prepare pre‑registration paperwork, obtain and verify pre‑authorizations.
Maintain provider templates (closures, add‑ons, adjustments, overbooks, reschedules, etc.) and report discrepancies.
Determine staffing assignments in collaboration with the Clinic Services Manager.
Complete scheduling and reschedule lists independently and collaboratively.
Serve as backup for daily room management changes in AMION.
Oversee EPIC in‑basket messages and work queues.
Assist with problem‑solving scheduling issues.
Follow scheduling policies and clinic guidelines to facilitate patient appointments.
Maintain ongoing communication with the health‑care team within divisions.
Act as intermediary between patients and the health‑care 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 appointments; ensure full utilization of provider clinic availability.
Review patient charges for accuracy and answer billing questions.
Attend scheduling staff meetings.
Flexibility to cover vacation and absences at a moment’s notice.
Patient Satisfaction / Service Excellence:
Provide high‑level customer service to internal and external customers, including patients, visitors, physicians and clinical staff.
Document and triage calls and inquiries; ensure patient satisfaction and safety.
Address patient concerns, 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 front‑line processes.
Complete special projects or pilot programs directed by the Clinic Services Manager.
Review scheduling templates and recommend improvements related to patient access and clinical operations.
Human Resources Management:
Assist with personnel management.
Participate in interviews and provide hiring recommendations.
Train new hires during the onboarding process.
Manage ELMS and team absences.
Help devise and communicate coverage plans during planned absences.
Financial Management:
Collaborate on Pre‑Access and Financial Counseling management.
Analyze, monitor, and report financial data and reports.
Initiate and/or approve routine fiscal transactions.
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, we perform groundbreaking research and train the next generation of health‑care professionals.
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‑related scheduling experience.
6 months or more of related experience.
Desirable Qualifications
One year of scheduling experience.
Proficiency in Microsoft Excel, Word, and PowerPoint.
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.
Screening and Documentation Successful candidates will be required to self‑disclose any conviction history and will be subject to a criminal background check. Up to five professional references may be requested at a later step in the recruitment process. Applicants must upload the following documents and mark them as a “Relevant File” to the submission:
Resume
Cover Letter
Contact Information
Organization: Healthcare
Contact Name: Lydia Messer
Contact Email: lydia-messer@uiowa.edu
Benefits Highlights
Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans.
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
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Primary Duties and Responsibilities
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.
Coordinate patient appointment scheduling, prepare pre‑registration paperwork, obtain and verify pre‑authorizations.
Maintain provider templates (closures, add‑ons, adjustments, overbooks, reschedules, etc.) and report discrepancies.
Determine staffing assignments in collaboration with the Clinic Services Manager.
Complete scheduling and reschedule lists independently and collaboratively.
Serve as backup for daily room management changes in AMION.
Oversee EPIC in‑basket messages and work queues.
Assist with problem‑solving scheduling issues.
Follow scheduling policies and clinic guidelines to facilitate patient appointments.
Maintain ongoing communication with the health‑care team within divisions.
Act as intermediary between patients and the health‑care 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 appointments; ensure full utilization of provider clinic availability.
Review patient charges for accuracy and answer billing questions.
Attend scheduling staff meetings.
Flexibility to cover vacation and absences at a moment’s notice.
Patient Satisfaction / Service Excellence:
Provide high‑level customer service to internal and external customers, including patients, visitors, physicians and clinical staff.
Document and triage calls and inquiries; ensure patient satisfaction and safety.
Address patient concerns, 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 front‑line processes.
Complete special projects or pilot programs directed by the Clinic Services Manager.
Review scheduling templates and recommend improvements related to patient access and clinical operations.
Human Resources Management:
Assist with personnel management.
Participate in interviews and provide hiring recommendations.
Train new hires during the onboarding process.
Manage ELMS and team absences.
Help devise and communicate coverage plans during planned absences.
Financial Management:
Collaborate on Pre‑Access and Financial Counseling management.
Analyze, monitor, and report financial data and reports.
Initiate and/or approve routine fiscal transactions.
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, we perform groundbreaking research and train the next generation of health‑care professionals.
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‑related scheduling experience.
6 months or more of related experience.
Desirable Qualifications
One year of scheduling experience.
Proficiency in Microsoft Excel, Word, and PowerPoint.
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.
Screening and Documentation Successful candidates will be required to self‑disclose any conviction history and will be subject to a criminal background check. Up to five professional references may be requested at a later step in the recruitment process. Applicants must upload the following documents and mark them as a “Relevant File” to the submission:
Resume
Cover Letter
Contact Information
Organization: Healthcare
Contact Name: Lydia Messer
Contact Email: lydia-messer@uiowa.edu
Benefits Highlights
Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans.
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
#J-18808-Ljbffr