Clinic Services Specialist - Family Medicine - Northgate Drive Clinic

The University of Iowa Health Care – University Campus is seeking a Clinic Services Specialist. This position is responsible for facilitating patient access in the Family Medicine Clinic following the guidelines set forth by the Family Medicine Department, Patient Appointment Center (PAC) and University Hospital.

Engages with patients during visit check-in, check-out, and by phone utilizing the resources available to maintain the Ambulatory Care Services “Standards of Excellence.” Serves as mentor, role model, and service excellence ambassador for staff, co-workers, patients, and visitors. May perform other duties as assigned.

Duties to Include

• Provide Patient Access Services to Clinical and Non-Clinical Departments
• Responsible for scheduling patient appointments and visits using the EPIC system.

Schedules obstetrics workups, and OB referrals from the Free Medical Clinic Iowa City. Works closely with OB faculty & residents to ensure appropriate appointments are scheduled based on financial assistance and patient needs.

Responsible for uploading patient acquired imaging and destroying materials following Iowa Health Care confidentiality policies.

• Manage & delegate patient scheduling and procedure work queues.
• Monitors provider schedules and proactively fixes scheduling errors & appointment durations.

Serves as backup when Clinic Services Coordinator is unavailable. Coordinates provider schedules (master schedules, daily templates edits & changes as well as clinic closures) for clinics, as assigned by the department.

• Provides back up for Clinic Services Coordinator in organizing staffing to ensure adequate front desk coverage
• Participates in annual implementation of Family Medicine, Family Medicine Psychiatry, and Physician Assistant residency schedules.
• Assists with problem solving of scheduling issues.
• Follows the scheduling policies to facilitate all patient appointments.

Provides back up for outpatient scheduling departments performing scheduling maintenance functions as deemed necessary.

Coordinates provider schedules (Master schedules, daily templates and clinic closures) for clinics as assigned.

Notifies the Patient Appointment Center and the scheduling department’s frontline supervisors of scheduling issues. Assists with keeping scheduling guidelines up-to-date.

Negotiates appointments with patients and other departments. Connects patients to other Family Medicine locations to facilitate earlier appointments. Monitors facilitated access requests and identifies appointment options meeting FA program criteria.

• Negotiates schedule changes with providers and communicates changes with staff/supervisors.
• May perform other duties as assigned.

Patient Satisfaction/Service Excellence

• Serves as an intermediary between patients, frontline staff and nursing personnel concerning scheduling concerns and medical needs.
• Provides feedback to management on means to achieve goals and resolve service issues.

Operations and Quality Standards/Improvement

Assist with departmental & clinic projects (example: lead on recall clean up, arrival time adjustment reports), and delegate tasks to team members as necessary.

Contributes ideas and seeks ways to improve assigned processes. Provides feedback to management on means to achieve goals and resolve service issues.

Attends staff and department meetings. Collaborates with peers and co-workers to enhance the delivery of health care.

Collaborates with peers and co-workers to enhance the delivery of health care.

Human Resources Management

• May provide training and functional supervision for check-in/check-out services and students/temporary staff.
• Explains the scheduling policies to other schedulers as needed through written and oral communications.

Financial Management

May analyze, monitor and report financial data, information and reports.

Serves as an intermediary between patients billing/PFS departments. Directs and provides appropriate communication to our other Iowa Health Care Family Medicine clinics, and departments as necessary regarding PFS & patient billing concerns.

• Percent of Time: 100%25
• Schedule: 8:30am-5:30pm Monday through Friday
• Location: University of Iowa Health Care Iowa City - Northgate Drive
• 2943 Northgate Dr, Iowa City, IA 52245

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

Education Required

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

Required Qualifications

• Typically (6 months – 1 year) administrative experience
• Excellent written and verbal communication skills
• Proficiency in computer spreadsheet and database applications
• Desirable Qualifications
• Experience with hospital operations and/or Ambulatory Clinic operations
• Experience with the Epic system
• Experience scheduling in an outpatient clinic setting
• Knowledge of University of Iowa Health Care policies, procedures, and regulations

Application Process

To be considered applicants must upload a resume and cover letter clearly stating how requirements are met. Up to 5 professional references will be requested at a later step in the recruitment process. Job openings are posted for a minimum of 14 calendar days. This job may be removed from posting and filled any time after the minimum 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.

• This position is not eligible for university sponsorship for employment authorization.
• For additional questions, please contact Cassie Redmond at cassandra-redmond@uiowa.edu.