Clinic Services Coordinator - Med Specialty Clinic

BASIC FUNCTION

To provide leadership and management of key front-line clinical operations to support institutional goals and assure effective delivery of health care for the Medicine Specialty Clinic. Supervise clinic services staff and oversee scheduling and front desk duties. Perform scheduling and template maintenance functions. Assure compliance with policies, guidelines, and expectations for the scheduling staff. Supervise patient reception, registration, scheduling, after visit scheduling, cash collections, provider templates, access/slot utilization, compliance activities and patient satisfaction. Collaborate with the clinic manger to improve access and processes. Problem solve and resolves issues that may arise. Serves as a mentor, coach, role model, and service excellence ambassador for staff, co-workers, patients, and visitors.

KEY AREAS OF RESPONSIBILITY

Patient Satisfaction/Service Excellence:

• Practice and promote positive peer relations.

• Manage and coordinate service recovery initiatives for patients.

• Develop scripting and provide coaching to staff members regarding service excellence behaviors.

• Collaborate with the Office of Patient Experience regarding patient satisfaction results and recommend action as needed.

• Collaborate with "customer” external agencies and hospital departments to enhance the delivery of services. Coordinate and resolve issues, as needed. Includes (but not limited to): PFS, HCIS EPIC team, and UIPAC.

Operations and Quality Standards/Improvement:

• Analyze scheduling and template data, recommend opportunities for improvement, and implement improvement initiatives.

• Provide recommendations to department leadership on policies and procedures to improve patient care and utilization of clinic resources.

• Collaborate with the clinic manager to pull physician requested reports out of Epic and/or Tableau.

• Attend FOL and other leadership meetings. Communicate changes to front line or other clinic staff. Provide training when necessary.

• Problem solve complex scheduling issues.

• Collaborates with support staff in the department to re-distribute assignments as needed.

• Assist with review and monitoring of schedules to ensure compliance with department guidelines.

• Receive inquiries from within and from outside the university and resolves personally or by referral to appropriate person.

• Help communicate and ensure compliance with new policies, guidelines, expectation changes or initiatives.

• Perform other duties as assigned.

Human Resources Management:

• Supervises clinic services staff (reception, scheduling, prior authorization).

• Hire, develop, and manage the performance of other administrative clinic personnel.

• Provide direction, assignments, feedback, coaching and counseling to assure outcomes are achieved.

• Develop new and current staff through training to improve frontline operations.

• Function as ELMS supervisor for scheduling/check-in front line staff.

• Complete yearly performance reviews for assigned staff.

Financial Management:

• Work with Patient Financial Services regarding the management of Pre-Access, Financial Cou