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 ensuring the patient has an excellent experience. Additionally, this individual works closely with clinic staff to 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:
• 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.
• Ensure patient calls are appropriately triaged.
• Monitor patient satisfaction throughout the duration of their visit and provide service recovery as needed.
• Communicate with patients about delays in clinic and provide service recovery when appropriate.
• Meet weekly with administration to discuss clinic progress and implement changes as needed.
• 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.
• Monitor effectiveness of clinic flow and suggest changes that may improve efficiency and service levels.
• Accommodate urgent patients as needed.
• Assist patients in setting up MyChart and encourage the use to increase communication and patient satisfaction.
• Assist in training new employees on frontline operations.
• Monitor and uphold the regulations related to patient confidentiality and HIPAA.
• 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.
• Answer patient questions regarding prior-authorizations, appeals, or insurance approvals. Connect patient to appropriate resources as needed.

Department of Surgery: The UI Department of Surgery is committed to saving lives and improving our patients' quality of life through excellent surgical techniques and extraordinary patient care. Our surgeons and medical professionals address a wide variety of complex medical issues, from matching donors with recipients in the Organ Transplant Center to providing continuous care for both adult and pediatric trauma victims in the state's only designated Level I Trauma Center and certified regional Burn Treatment Center.

Percent of Time: 100%

Schedule: Monday through Friday, 8:00 am to 5:00 pm.

Location: UI Health Care Medical Center University Campus

Pay Grade: 3A Pay Structure

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 UI Health Care 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 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.
• Demonstrated proficiency in Electronic Health Records and other clinic software.
• 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.
• Demonstrated experience working effectively in a welcoming and respectful workplace environment.

Application Process: In order to be considered, 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 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 references will be requested at a later step in the recruitment process.
This position is not eligible for University sponsorship for employment authorization.

For additional questions, please contact Kiley Skay at kiley-skay@uiowa.edu