Clinic Services Specialist - Radiology

University of Iowa Health Care’s Department of Radiology is seeking a Clinical Services Specialist. Provide support of UI Health Care patient access services in the Department of Radiology to ensure effective and efficient delivery of excellent health care services through frontline clinic operations support. Duties include providing reception coverage, coordination of patient appointment scheduling and obtaining/completing required documentation, requiring knowledge of the University of Iowa Health Care Epic system. Included in general functions are appointment scheduling via telephone, use of the work queues, and coordination/communication with multiple departments and external constituents. Provide high level customer service and ensure patients have an excellent experience by following the “Standards of Excellence” guidelines and upholds best practices set forth by the Department of Radiology and University of Iowa Health Care. This position is eligible for hybrid work after a 6-12 month training period.
 

Duties Include:   
•    Collaborate with peers and co-workers to enhance the delivery of care in Radiology
•    Answer incoming clinic calls, field and answer questions, schedule appointments, route calls and relay messages appropriately.  Work with numerous distractions and interruptions
•    Assists with resolving immediate scheduling issues by working directly with modality supervisor. Notifies supervisor of unresolved scheduling issues
•    Schedule patient appointments and tests and coordinate appointments with other UI Health Care departments utilizing the EPIC systems to check and verify appointment availability, always assuring compliance with established guidelines
•    Prepare external Radiology referrals for scheduling 
•    Schedule and coordinate patient appointments within multiple areas of Radiology  
•    Coordinate appointments with clinics and specific providers
•    Identify trends by communicating to the manager to facilitate opportunities for process improvement and modifications to the EPIC Radiant scheduling workflows
•    Work with Radiology staff, clinics and referring physicians concerning policies and regulations as related to Radiology pre-authorizations 
•    Explain the scheduling policies as needed through written and oral communications 
•    Assist in documenting scheduling guidelines in OneNote
•    Receive inquiries from within and outside the university and resolve within scope of responsibility, referring as appropriate and advising staff on policies and procedures
•    Make recommendations for improvements to processes and quality of provided services to achieve patient/customer satisfaction
•    Provide reception coverage 
•    May perform other duties as assigned.
 

The information contained herein is not intended to be an exhaustive list of all responsibilities required of individuals performing this job.

University of Iowa Health Care — recognized as one of the best hospitals in the United States—is Iowa's only comprehensive academic medical center and a regional referral center. Each day more than 12,000 employees, students, and volunteers work together to provide safe, quality health care and excellent service for our patients. Simply stated, our mission is: Changing Medicine. Changing Lives. ®
 

Percent of Time: 100%
Schedule: Monday - Friday 8:30-5:00  
Rotation: Holidays scheduled on a rotating basis

This position is eligible for hybrid work within Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location. 

Education Required
•    A Bachelor’s degree or an equivalent combination of education and experience.  
 

Experience Requirements
•    Minimum six months of administrative work in a health care setting
•    Knowledge of clinical scheduling and coordination of patient activities
•    Excellent written, verbal, and interpersonal communication skills
•    Ability to maintain professionalism while handling difficult situations with callers and customers
•    Experience working in customer service
•    Demonstrated ability to handle complex situations with minimal supervision
•    Proficiency in computer software applications, including Microsoft Office Suite

Desirable Qualifications
•    Demonstrated attention to detail
•    Excellent organizational skills
•    Experience working with EPIC
•    Knowledge of medical terminology
•    Experience working with data
•    Experience working in an outpatient healthcare setting
•    Demonstrated ability to resolve issues related to customer concerns or workflow changes and challenges.
•    Knowledge of University of Iowa policies, procedures, and regulations. 

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
 

Application Process: 
To be considered, applicants must upload a resume and a cover letter (under submission relevant materials) that clearly address how they meet the listed required and desired qualifications of this position.
 

Job openings are posted for a minimum of 14 calendar days. Applications will be accepted until position is filled.
 

Successful candidates will be required to self-disclose any conviction history and will subject to a criminal background check.  For additional questions, please contact kimberly-wiley@uiowa.edu.