Clinic Services Specialist - OR Scheduling

The University of Iowa Department of Obstetrics and Gynecology is seeking a Clinic Services Specialist. The Clinic Services Specialist schedules patient appointments/inquiries for the department for multiple sub clinics and ensures that patients are scheduled to the right department based on their urgency. Ensures the correct visit types, provider, date, length of visit, and time are utilized. Schedules into the appropriate timeframe that is in line with what is requested for the plan of care based on the urgency and desired appointment date. Ensures the right appointment prerequisites are completed and obtained. Plan and administer training of all new staff for OR and procedure scheduling functionality as well as continue to enhance the education curriculum of current staff.  Develop training material, implement, and provide direction while engaging staff involvement.  Observe and recommend quality improvements relating to improved patient access.  Monitor reports for evaluation of training opportunity and growth. Coordinates all necessary preparatory tests and obtains records to maximize the efficiency of the visit. Informs patient of their visit specific preparatory instructions and ensures notification about their upcoming appointments via their communication method of choice. Follows the appropriate workflows to confirm the patient is financially secured for their visit.

The Clinic Services Specialist anticipates the needs of the patient and serves as a patient advocate. The scheduler will assist, and problem solve any scheduling issues that arise. The scheduler uses independent judgement in determining how to assist patient requests outside of the scope of scheduling. 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. They may attend clinic or department meetings to serve as a scheduling 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 Health Care.  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.   

This position is eligible for hybrid work within Iowa after 6 months and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

 POSITION RESPONSIBILITIES

• Effective trainer
• Develop and implement training materials
• Analyze data for reporting structure on OR 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 makes changes as needed
• Triage process – work with nursing and provider to coordinate same day urgent/emergent  appointments
• Identify self-pay patients and work 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
• Schedule appointments for patients who call based on physician's availability, patient's needs, and current schedules
• Contact other scheduling centers to coordinate appointments and set up referrals/consults to other departments
• Negotiate appointments with patients and other departments
• 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.
• Make outbound calls
• May perform other duties as assigned