Clinic Services Specialist - Family Medicine - Medical Center University Campus

The University of Iowa Health Care – Department of Family Medicine 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.