The University of Iowa Health Department of Orthopedics and Rehabilitation, is seeking a full time Clinic Services Specialist to support our frontline operations and staff. This position plays a crucial role in providing access, scheduling, and support services, contributing to the delivery of high-quality patient care, and ensuring an excellent patient experience. The position performs activities related to scheduling patient appointments, serving as a patient advocate, handling patient access requests and service recover incidents, ensuring accuracy in scheduled appointments, and using independent judgement to best ensure the patient has an excellent experience. 

Schedule: Monday-Friday, 8am to 5pm 

As part of our team, you will be instrumental in upholding our WECARE core values. The ideal candidate will be detail-oriented, collaborative and a team player who prioritizes patient experience in every interaction.

If you are passionate about providing exceptional care and support to our patients and their families and being a part of an exciting and rewarding workplace, we look forward to hearing from you!

Key Duties include:

• Patient Appointment Scheduling: Coordinate and schedule patient appointments and tests, including advanced procedures and injections, working with other UI Health Care departments. Utilize the EPIC system to verify availability, ensuring all appointments comply with established guidelines.
• Reception and Check-in: Perform front desk duties, assist with patient check-ins through the EPIC system, greet patients, answer questions with a service excellence mindset, and ensure all patient documentation is completed.
• Payment and Documentation: Collect co-payments per UI Health Care policies, reconcile daily batches, print necessary business office paperwork, and complete variance reports.
• Patient Advocacy: Serve as a patient advocate, handle access requests, manage service recovery incidents, and ensure appointments are scheduled appropriately for the best possible experience.
• Training and Support: Provide onboarding and training for new hires, maintain training documents, and update team resources. Communicate EPIC system changes and ensure team readiness for upgrades.
• Flexibility and Coverage: Learn scheduling functions at multiple orthopedic clinic locations and provide coverage as needed.
• Patient Satisfaction Initiatives: Participate in patient satisfaction committees, implement departmental initiatives, and support service excellence training (C3).

Percent of Time: 100%25

Pay grade: 3A Professional and Scientific Pay Structures | University Human Resources - The University of Iowa (uiowa.edu)

Benefits Highlights:

• Regular 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

The new University of Iowa Health Care North Liberty Campus is a 469,000 square foot facility that is home to UI Health Care’s nationally recognized Orthopedics service line, offering comprehensive, coordinated, and accessible care across the outpatient, inpatient and surgical venues. These state-of-the-art clinical facilities include a full-service community imaging center, laboratory services, physical therapy, retail pharmacy, and emergency department as well as an array of support services.  The facility has been designed to support a superior patient and staff experience; excellence across our patient care, teaching and research missions; convenient access to services; and engaging community partnerships .  UI Health Care is seeking a welcoming, highly-skilled and collaborative workforce to be a part of the team for this superb new campus, and to help further our mission of: Changing Medicine. Changing Lives.

Required Qualifications:

• Bachelor’s degree or equivalent experience and education
• 6 months of experience in a frontline health care setting
• Excellent written and verbal communication skills
• Excellent customer service skills
• Ability to organize and prioritize multiple tasks on time and maintain quality standards
• Experience working with Microsoft Office, EPIC and Excel

Desirable Qualifications:

• Knowledge of institution and policies, processes, and forms
• Knowledge of Orthopedics department and frontline unit policies, processes, and forms
• 1 year of customer service experience
• 1 year experience mentoring, training, or instructing people
• Ability to make decisions requiring interpretation and judgment
• Ability to gather, analyze and display data in appropriate format and keep accurate records
• Attention to detail

Application Process: In order to be considered, applicants must upload a cover letter and a resume that clearly address how they meet the listed required and desired qualifications of this position. Incomplete applications will not be reviewed. 

Job openings are posted for a minimum of 10 calendar days. Applications will be accepted until 11:59 PM on the last day of the posting. 

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 questions, contact Amanda Petersen at [email protected]