The University of Iowa Hospitals and Clinics department of Radiology – Image Management 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 UIHC 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 UIHC.

Duties Include:

Schedule patient appointments and tests and coordinate appointments with other University of Iowa Hospitals and Clinics (UIHC) 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
Provide reception coverage
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
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
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 Hospitals & Clinics-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 with flexibility to cover 8-hour shifts. Start times between 6:30 AM and 8:30 AM

Rotation: Holidays scheduled on a rotating basis

Percent of Time: 100 %

Pay Grade:3A

Pay Structure A:

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 about Why Iowa?, click here

REQUIRED QUALIFICATIONS

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

Application Process: In order to be considered, applicants must upload Cover Letter and Resume (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.

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.

For additional questions or concerns, please reach out to Kimberly Wiley at …@uiowa.edu.
Associated topics: community participating, customer service, liaison, liasion, program, program staff, project, representative, resource worker, vocational support/training

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