Clerk Iii - Medicine Specialty Clinic

The Medicine Specialty Clinic within the University of Iowa Health Care Department of Internal Medicine is seeking a Clerk III to provider services related to access, scheduling, wayfinding, and support to ensure effective and efficient delivery of health care services, striving toward an excellent patient experience. Positions in this job family are engaged in one or more activities related to scheduling patient appointments, serving as a patient advocate, handling patient access requests, handling service recovery incidents, ensuring appointments are scheduled appropriately, and using independent judgement to best ensure the patient has an excellent experience. Key areas of responsibility include, providing patient access services to UI Health Care, communicate/collaborate with internal and external constituents, operations, and performance standards.

PRIMARY RESPONSIBILITIES:

Provide Patient Access Services to Clinical and Non-Clinical Departments:

• Perform Check-In/Check-Out duties and provide coverage in other scheduling areas as needed.
• Provide front-line clinic operation support, such as the coordination of patient appointment scheduling, the preparation of pre-registration paperwork for patient visits, obtaining and verifying pre-authorizations, and the education of patients regarding billing process and additional financial responsibilities.
• Work both independently and with peers to complete scheduling and reschedule lists as assigned.
• Assists with problem solving of scheduling issues.
• Follows scheduling policies and clinic guidelines to facilitate patient appointments.
• Provides scheduling coverage in staff absence.
• Work with peers to assist department in keeping Epic work queue and in-baskets at acceptable levels.
• Work with peers to assist department in keeping shared Outlook inboxes at acceptable levels.
• Preforms tasks/inspections to meet compliance goals and patient/customer satisfaction expectations.
• Maintain ongoing communication with healthcare team within divisions.
• Review and manage staff messages within EPIC.
• Assists with waitlists within EPIC.
• Assist with Prior-Authorization requests.
• Serve as intermediary between patients and healthcare 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, maintain clinic capacity. Collaborate with peers and co-workers to enhance the delivery of health care.
• Attends scheduling staff meetings. 
• Other duties as assigned.

Patient Satisfaction / Service Excellence:

• Providers high level customer service with internal and external customers, including patients, visitors, physicians, and other clinical staff.
• Ensure patient satisfaction and safety by ensuring calls and inquiries are documented and triaged appropriately. 
• Address concerns of patients, provide service recovery, and escalate issues as needed. 

Operations and Quality Standards / Improvement:

• Recommend processes to enhance patient and customer satisfaction.

Human Resources Management: 

• May provide training or other aspects of the onboarding process for students and other staff. 

Minimum Eligibility Requirements

• Any combination of related clerical office experience, related undergraduate education, and/or post high school clerical training that is the equivalent to two years of full-time employment.

Desirable Qualifications

• Proficiency in computer applications including Microsoft Excel, Word and PowerPoint is required. 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 Hospitals and Clinics policies, procedures and regulations is desirable.

Application Details:
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 professional references will be requested at a later step in the recruitment process.

For additional questions, please contact michaela-davis-1@uiowa.edu