What are the responsibilities and job description for the Patient Access Coordinator - UI Patient Access Center position at The University of Iowa?
The Patient Access Coordinator will provide leadership in the UI Patient Access Center (UI PAC) and assist with the coordination and administration of outpatient clinical scheduling in the UI PAC and UI Health Care.
This position will elevate the processes and practices in the department. This position will support the development of new and monitor existing reporting tools to evaluate workflows, staff performance, and system performance in scheduling and visit management. This position will increase the scope of the Patient Access Center. This position will complete special projects or implement pilot programs as directed by their supervisor. Assure compliance with policies, guidelines, and expectations for the scheduling staff and scheduling clinics they serve. Monitor Cisco and assign/reassign the daily work of staff based on business needs. Problem solves and resolves any patient or scheduling issue that may arise. This position will be a scheduling liaison, promote patient access, the patient experience, and the Patient Access Center Model. 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. In addition to providing leadership in the department, a large portion of this position will be scheduling patient appointments multiple outpatient clinics using the EPIC system while maintaining departmental productivity benchmarks and quality expectations. This position will also provide phone coverage to meet the business needs. Completes other duties as assigned.
- This position is eligible to participate in hybrid work. Hybrid work must be performed at a location within the state of Iowa 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.
Responsibilities:
- Provide leadership in the UI Patient Access Center. Provide functional supervision to scheduling and support staff members, under the direction of the Patient Access Manager.
- Schedule patient appointments and provide phone coverage to meet business needs.
- Overbook appointments as needed. May have additional levels of access as assigned.
- Assist in managing, coordinating and directing scheduling services.
- Assist in assuring the compliance of tasks, compliance goals, and patient satisfaction expectations.
- Assist in activities related to scheduling system upgrades.
- Complete special projects or implement pilot programs as directed by supervisor.
- Serve as a collaborator with many departments at UI Healthcare including but not limited to: leadership teams in each department, PFS, HCIS Epic teams as well as many others.
- May analyze, monitor and report data, information and reports.
- May perform other duties as assigned.
- Serve as first point of contact for scheduling and support staff.
- Maintain an effective working relationship with faculty, staff, students and across multiple UIHC support departments.
- Review, respond and resolve requests and issues from staff and patients.
- Monitor Cisco and assign/reassign the daily work of staff based on business needs
- Support the work and strategic goals of the UI Patient Access Center.
- Host and attend meetings at the discretion of your manager.
- Train new staff and retrain existing staff as needed.
- Assist with the development and implementation of policies and practices to improve services for the UI PAC.
- Help communicate and ensure compliance with new policies, guidelines, or expectation changes and initiatives.
- Identify any issues and look for efficiencies within our electronic scheduling systems and other processes.
- Assist the Patient Access Manager by providing functional supervision over scheduling and support staff including training, scheduling and assigning work, establishing work priorities, and managing ELMS timecard requests.
- Assist the Patient Access Manager on the performance of staff. May assist with performance evaluations.
Required Qualifications:
- A Bachelor’s Degree or the equivalent combination of education and experience.
- Typically 1 – 3 years administrative experience.
- Excellent written and verbal communication skills.
- Knowledge of patient scheduling, scheduling workflows, and electronic scheduling systems.
- Proficiency in working and understanding computer spreadsheet and database applications.
- Experience directing the work of employees in a leadership role.
Desired Qualifications:
- Knowledge of the University of Iowa Hospitals and Clinics policies, procedures, and regulations.
- Ability to be self-directed and demonstrate excellent judgement in prioritizing multiple projects and assignments.
- Commitment to customer and employee satisfaction.
- Ability to facilitate positive outcomes by collaborating and working in a team environment, establishing and meeting/exceeding department objectives and deadlines.
- Experience working in a contact center environment.
- Proficiency in Microsoft applications including OneNote, Excel, and Word. Experience in utilizing and understanding Tableau reporting tool.
Application details:
In order to be considered for an interview, applicants must upload the following documents and mark them as required to the submission:
- Resume
- Cover Letter
Job openings are posted for a minimum of 14 calendar days and may be removed from posting and filled any time after the original 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 education verification. For additional questions, please contact kaitlin-luoma@uiowa.edu
