Admin Services Specialist - Department of Surgery

The Administrative Services Specialist functions as the Executive Assistant to the Department of Surgery Departmental Executive Officer/Chair (DEO). Primary duties include supporting operations and planning activities and ensuring timely flow of information to and from the Office of the DEO to internal and external colleagues and constituents. The Specialist may be tasked with specific projects related to the work of the DEO or the Department and should be proficient with details, timelines, and meeting expectations. In addition, this individual is responsible for managing all patient complaints for the Department of Surgery. The Specialist will also provide supervision to divisional administrative support personnel and secondary support to the Division Directors and Faculty within the Department of Surgery. The Specialist will support the mission, vision, and values of the Department of Surgery and UI Health Care. Ability to be flexible and approach workload with collaboration and teamwork is essential. A high level of professionalism, confidentiality, and independent judgement is necessary in this position. Supervision of this individual will be shared by the DEO and Clinical Department Administrator (CDA).

Position Responsibilities:

Operational Support & Management:
•    Assist with planning, developing, coordinating and implementing short- and long-range goals as outlined in the strategic plan for the project, program, unit, department, or college/division.
•    Assist with assuring compliance with various policies or procedures (e.g., Safety, Human Resources, and Purchasing).
•    Provide all aspects of high level, confidential, administrative support to DEO and CDA, which includes financial, strategic, personnel, disciplinary, and other highly sensitive information.
•    Develop and maintain secure and organized physical and electronic filing systems.
•    Process requisitions. 
•    Coordinate preparation and distribution of standard reports. 
•    Work with the DEO and CDA to ensure accuracy, coordination, and prioritization of calendars.
•    As needed, assist with special events and activities for the DEO and/or Department.
•    Departmental liaison for internal and external partners in the interpretation of policies, procedures, and projects.
•    Provide leadership, training, and guidance to administrative support staff throughout the Department, as needed.
•    In cooperation with DEO and other department leaders, serve as a key department contact for UI Center for Advancement, donors, and potential donors.  

Human Resources:
•    Maintain the highest level of confidentiality and discretion, and thorough understanding of the internal dynamics/affairs of the department and the roles and responsibilities of the various divisions.
•    Provide line supervision of Department of Surgery Administrative Support Staff including hiring, discipline, performance reviews, and day to day issues. Align behaviors and performance with department needs and expectations.
•    Facilitate, in conjunction with Department of Surgery representatives, Patient and Referring Provider complaints. Track, investigate, and coordinate draft responses for all patient complaints, proposing service recovery actions, including formal charge adjustment requests for reductions or alterations to patient bills where appropriate, and/or collaboration with Legal, Disruptive Patient Response Team, and/or Threat Assessment Team where necessary. Establish positive relationships with OPE (Office of Patient Experience) staff, and patient families who have had negative experiences, working collectively to resolve complaints.
•    Provide backup coverage for Departmental HR to faculty annual review and promotion processes, which may include preparation, tracking, follow up, goals, and other aspects of the process to ensure timely completion and high-quality feedback.
•    Serve as Departmental resource for review of Conflict of Interest/Commitment issues, requiring a thorough understanding of University policies. Collaborate with Department HR and Finance personnel to assess and propose solutions.

Financial Responsibility:
•    Assist with reviewing and submitting relocation and recruitment expenses in partnership with Departmental Finance and HR personnel. 
•    Collaborate with Departmental Finance team to monitor Department spending in a variety of contexts (welcome events for trainees, annual holiday dinner event, divisional events, etc.).

Strategic Planning:
•    Support the DEO and CDA to facilitate strategic planning and implementation of plans throughout the Department of Surgery. 
•    Partner with the DEO and CDA to contribute ideas and suggestions for operational, tactical, and strategic planning. 
•    Build and track meeting agendas, minutes, and follow-up tasks in alignment with department and institutional priorities.
•    Review patient satisfaction reports and comments and disseminate to appropriate faculty, Division Directors, and administrative personnel.

Information Management:
•    Track, monitor, and follow the progress of projects and action items that generate from the DEO’s office, or that are assigned to the DEO.
•    Ensure information flow to and from the DEO through a variety of venues (presentations, correspondence, meetings, etc.).
•    Prepare presentations and talking points for the DEO in relation to departmental, academic, and organizational priorities.  
•    Understand organizational policies and procedures necessary to ensure appropriate decision-making protocols are followed as well as effective support of the DEO. 
•    Respond to internal and external requests concerning Department services and personnel in partnership with applicable department or institutional resources.

Communications Management:
•    Develop accurate, professional memos, directives, and correspondence. This includes uniquely complex items, e.g. promotion evaluation letters for individuals at other academic institutions (requires analysis of CVs, scholarly articles, promotional standards and processes, and then generation of letter).
•    Prepare agendas, meeting minutes, and identify meeting participants. Requires attendance at monthly Surgical Council and Faculty Meetings.
•    Collect, prepare, and distribute briefing materials. 
•    Maintain agendas, minutes, and assist presenters with preparations and presentations. 
•    Track and ensure appropriate follow-up actions are taken. 
•    Initiate subsequent follow-up meetings and communication for key stakeholders across the mission elements.
•    Sole responsibility for Patient and Referring Provider complaints. 
•    Independently draft complex correspondence and communications to both internal and external recipients on a variety of topics as needed.

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:  3B 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.
 

Qualifications:

Education Requirement:
•    A bachelor’s degree or an equivalent combination of education and experience.

Required Qualifications:
•    Minimum of 2 years of recent and relevant administrative experience supporting executives or leaders in a large organization.
•    Experience working independently to manage multiple projects and programs at a time. Ability to asses priorities and set/achieve goals.
•    Excellent written and verbal communication skills, including experience or capacity to demonstrate positive interpersonal skills with difficult personalities and with members of all levels of the organization, develop and maintain collaborative working relationships, and the ability to manage small and large group interaction.
•    Demonstrates exceptional organizational skills, accuracy, and attention to detail, showing the ability to handle multiple tasks, establish priorities, and meet tight deadlines in situations both complex and sensitive in nature.
•    Demonstrates proficiency in use of Microsoft Office applications including Outlook, Access, PowerPoint, Excel, Teams, and Word. Experience using software and database systems to track compliance.
•    Ability to compose communications and grammatically correct documents in a concise, logical, and organized manner. Ability to independently draft correspondence at an executive level.
•    Ability to work independently and respectfully collaborate with a team.
•    Demonstrates initiative and a proactive approach to problem solving and prioritization of work tasks.
•    Availability and flexibility to work outside of regular business hours as needed.

Desirable Qualifications:
•    Experience in a healthcare environment and familiarity with medical terminology and healthcare software.
•    Previous experience in academic medicine administration or support.
•    Minimum of 1 year of recent and relevant supervisory experience.
•    3+ years of related administrative or program experience supporting the daily operations of an office in a healthcare setting.
•    Previous experience working with University accounting, P-Card, and travel systems as well as billing and payment tracking.
•    Demonstrated experience working with confidential projects using discretion and independent judgement is highly desired.

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