Clinical Services Liaison - Otolaryngology

BASIC FUNCTION
Provide complex scheduling support for several surgical divisions in the Department of Otolaryngology. Oversee and manage the patient care process, resources, and other administrative tasks. Assist with problem solving of scheduling issues. Assist with EPIC In basket and schedulable orders work queues, email, outside referring and internal referring providers, and outlook reception/scheduling incoming email.  Coordination of complex follow-up appointments. Schedule surgical cases and in office procedures. Coordinate prior authorizations and predeterminations for complex procedures. Works with patients to investigate and arrange alternative funding sources (e.g., community and institutional) for necessary procedures. Review patient charges to ensure accuracy and answer questions concerning billing procedures and charges.  Key areas of responsibility include providing patient access services to UI Health Care, Epic Cadence template management, communicate/collaborate with internal and external constituents, operations, and performance standards.

This position is eligible for hybrid work within 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.

KEY AREAS OF RESPONSIBILITY

Provide Patient Access Services to Clinical and Non-Clinical Departments:  

• Provide frontline clinic operation support, such as the coordination of patient appointment scheduling, the preparation of pre-registration paperwork for patient visits, obtaining and verifying pre-authorizations, and the education of patients regarding billing process and additional financial responsibilities.
• Follows the scheduling policies to facilitate all patient appointments.
• Provides back up for scheduling maintenance functions as deemed necessary.
• Assists with provider schedules (Master schedules, daily templates and clinic closures) for clinics as assigned.
• Ability to work varying hours between 7 AM and 5 PM as needed.
• Attends staff meetings as needed.
• May perform other duties as assigned.
• Provide services for patients such as interpretation, support in obtaining care, navigating the delivery system, or addressing care/service issues.
• Supervise the delivery of services such as health information, clinic scheduling and operations, etc. 
• Perform tasks/inspections to meet compliance goals, patient/customer satisfaction expectations.

• Oversee and maintain the clinical schedule of the faculty.

• Oversee and monitor correspondence including inquiries and complaints from the public.

• Serves as an intermediary between patients and nursing personnel concerning scheduling concerns and medical needs.
• Negotiates appointments with patients and other departments.
• Negotiates schedule changes with providers and communicates changes with staff/supervisors.
• Collaborate with peers and co-workers to enhance the delivery of health care.
• Provide feedback to management on means to achieve goals and resolve service issues.

Patient Satisfaction/ Service Ex