Clinic Services Specialist - Template Specialist

The University of Iowa Department of Obstetrics and Gynecology is seeking a Clinic Services Specialist. The Clinic Services Specialist maintains and works with department administration teams to develop and optimize templates. Manages templates for all providers within the department across multiple locations.  Ensures the correct visit types, provider, date, length of visit, and time are utilized. Runs reports and maintains databases for tracking template utilization, changes, and trends. Develop training material, implement, and provide direction while engaging staff involvement.  Observe and recommend quality improvements relating to improved patient access. Also backs up OR scheduling team as needed. Schedules patient appointments/inquiries for the department. Ensures the right appointment prerequisites are completed and obtained.
The Clinic Services Specialist anticipates the needs of the patient and serves as a patient advocate. The specialist will assist, and problem solve any scheduling issues that arise. The specialist uses independent judgement in determining how to assist provider and patient requests. Upholds the departments best practices, quality, and professionalism standards and policies. Serves as a mentor, coach, role model, and service excellence ambassador for staff, co-workers, patients, and visitors. Will have to effectively interpret QGenda and at times request changes for Resident Schedules. May complete special projects for the department. Attend clinic or department meetings to serve as a template content expert. May perform other duties as assigned.

The Department of Obstetrics and Gynecology provides consultation, comprehensive treatment planning and a broad range of services for patients with normal and high-risk pregnancies and for gynecology, including oncology and reproductive endocrinology. Our comprehensive medial, surgical, and nursing services span the full spectrum of all obstetric and gynecologic patients at University of Iowa Hospitals & Clinics.  In addition to patient care, the department is noted for its strong educational programs for sonography students, medical students, residents, fellows, and practicing physicians.  Basic and clinical research in reproductive medicine is an important departmental activity.   

CHARACTERISTIC DUTIES AND RESPONSIBILITIES

• Work with administration and providers to develop and maintain outpatient scheduling templates within best practice guidelines.
• Negotiate schedule changes with providers and communicate changes with staff/supervisors
• Open, close and edit templates.
• Work rescheduled lists/bump lists and maintain database.
• Analyze data for reporting structure on clinic and procedure scheduling.
• Answer incoming calls.
• Schedule, cancel,  and reschedule patient appointments through negotiations with the patient.
• Coordinate patient appointments with other clinics.
• Confirm demographics, insurance, MSP, and caregiver information and make changes as needed.
• Triage process – work with nursing and provider to coordinate same day urgent/emergent appointments.
• Effective trainer
• Develop and implement training materials
• Identify self-pay patients and works with financial counseling to secure payments prior to appointments.
• Answer questions about clinic procedures according to department instructions.
• Schedule outpatient appointments.      
• Arrange appointments for patients and house staff at request.
• Serve as a patient advocate.
• Route calls to the appropriate area if they are not within the scope of scheduling.
• Work the Epic work queues.
• Work the Epic in-baskets which could include: staff messages, orders, patient reminders, patient scheduling, CRMs, patient advice requests, etc.
• Work recalls.
• Make outbound calls.
• Fax/scan
• Provide scheduling coverage in staff absence.
• Interpret and apply information from QGenda scheduling system for the department
• May perform other duties as assigned
• Ability to work with a variety of individuals and groups in a constructive and civil manner while appreciating the unique contribution of individuals from varied cultures, race, creed, color, national origin, age, sex, disability, and sexual orientation
• Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution
• Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customers
• Understanding of effective communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors
• Knowledge and understanding of the Health Insurance Portability and Accountability Act.
• Knowledge of medical records systems applications

Schedule is flexible and can be either four or five days per week. This position is eligible to participate in remote work after a minimum of six months. Remote work must be performed at a location within the state of Iowa. Successful candidates who participate in remote work must comply with requirements of the remote work program and related policies.