Patient Access Specialist - Integrated Call Center

The Patient Access Specialist position will perform work within the Integrated Call Center, part of the UI Patient Access Center. *Additional compensation added to base salary for applicable evening and/or weekend differential while in this role.

Hours: Noon to 10:30 PM (4--10 hour shifts), with weekend and holiday rotations.

Percent of time: 100%

*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.

This position responds efficiently and effectively to patients, healthcare professionals, university staff members, insurance companies, and the general public via multi-line phones and various electronic means in a busy call center.  This position provides a positive first impression to customers, offering one call resolution when within scope. The Patient Access Specialist will provide scheduling support for multiple outpatient clinics. They will assist both the UI Patient Access Center and Integrated Call Center as needed, and problem solve scheduling issues that arise. When a request is outside of employee’s scope, this person will use problem solving skills to connect the caller with appropriate staff and/or services. They will develop and maintain knowledge of the full range of UI faculty, staff, and services offered by University of Iowa Health Care.  Ensures all events are documented in the patient’s electronic medical record, as required by departmental policy.  Assist in the gathering of information, updating and maintaining the departments’ database for the Integrated Call Center.

• The Patient Access Specialist anticipates the needs of the caller and serves as a patient advocate.

• They will use Departmental practices as guidelines and use independent judgement to determine how to assist callers. 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.

• May complete special projects for the department.

• They may attend clinic or department meetings to serve as an expert on call center processes.

• May perform other duties as assigned.

Education Required

• A Bachelor’s degree or an equivalent combination of education and experience.

Experience Requirements

• Typically (6 months – 1 year) administrative experience.

• Excellent written and verbal communication skills.

• Proficiency in computer spreadsheet and database applications.

Desirable Qualifications

• Experience with hospital operations and/or Ambulatory Clinic operations.

• Experience with medical terminology.

• Experience with the Epic system.

• Experienc