Clinic Services Specialist - Cancer Center

The Holden Comprehensive Cancer Center at the University of Iowa is seeking a Clinic Services Specialist to schedule patient appointments and visits in multiple outpatient clinics using the EPIC system. Will perform scheduling, reception functions and telephone coverage in the Clinical Cancer Center including obtaining and/or completing documentation and providing factual information requiring knowledge of both the assigned and related work areas. Included in general functions are co-pay collection, appointment scheduling face to face, use of the work queue, and coordination with multiple departments.

Duties to 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, assuring compliance at all times with established guidelines.
• Answer incoming clinic calls, field and answer questions, schedule appointments, route calls and relay messages appropriately. Work with numerous distractions and interruptions.
• Perform reception coverage; assist with patient appointment check in process through the Epic systems; greet patients upon arrival to the clinic; answer questions in a manner that applies service excellence principals; update patient address, phone, insurance, MSP data and caregiver information; assure patients complete and/or sign all appropriate documentation.
• Facilitate patient flow within the clinic and hospital through utilization of the Epic Department Appointments Report; direct patients to appropriate waiting areas; assist patients with directions to other UIHC clinics; provide patients with parking validation.
• Collect patient insurance co-payments at time of check in; accordance with established UIHC policies; close daily batch and print appropriate paperwork for business office; complete variance reports. · Maintain personal cash drawer, following set University of Iowa policies and guidelines.
• Assists with resolving immediate scheduling issues by working directly with clinical supervisor.
• Notifies supervisor of unresolved scheduling issues.
• Serves as an intermediary between patients and nursing personnel regarding scheduling concerns and medical needs.
• Coordinates appointment for other UIHC departments as needed.
• Contribute ideas and seek ways to improve assigned processes.
• May perform other duties as assigned.

UNIVERSAL COMPETENCIES:

• 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, sexual orientation, and gender identity.
• Ability to utilize existing resources and learning to achieve or exceed desired outcomes of current and future organizational goals/needs. Able to demonstrate ethical behavior in diverse situations while producing results.
• Ability to meet or exceed customer service needs and expectations and provide excellent service in a direct or indirect manner. Ability to effectively transmit and interpret information through appropriate communication with internal and external customers.

TECHNICAL COMPETENCIES

• 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 customer.
• 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.
• Ability to apply organization's performance management system, practices, and tools to developing and improving individual, team, and organizational performance.
• Working knowledge and understanding of the Health Insurance Portability and Accountability Act.
• Working knowledge and understanding of health information concepts and terminology as well as operational issues, considerations, and processes.
• Working knowledge of medical records systems applications.

SUPERVISION RECEIVED:

Supervision received from the HCCC Operations Manager

SUPERVISION EXERCISED:

May provide training and functional and/or administrative supervision for students and temporary staff.

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.®

Holden Comprehensive Cancer Center is Iowa’s only NCI-designated comprehensive cancer center. The NCI designation recognized our cancer center, and its research scientist, physicians, and other health care professionals, for their roles in advancing cancer research that impacts on our ability to prevent, detect and treat our patients with cancer. Not just a floor, or a building, or even confined to a single college. Holden Comprehensive Cancer Center coordinates all cancer-related research, education, and patient care by faculty from 41 departments and six colleges, as well as UI Hospitals and Clinics and UI Children’s Hospital.

Percent of Time: 100%

Pay Grade: 3A

https://hr.uiowa.edu/pay/guide-pay-plans

Schedule: Monday- Friday, 8:30am-5pm with 30 minute lunch

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
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