Support Services Specialist

University of Iowa Health Care

Coralville, IA Healthcare / Administrative & Clerical
Position Specific Summary:The hourly Support Services Specialist s responsible for scheduling patient appointments and visits in multiple outpatient clinics following the guidelines set forth by IRL and the Patient Appointment Center. Participates in daily phone coverage for several departments utilizing the resources available to maintain the Ambulatory Care Services. 
Standards of Excellence
Upholds IRL and the Patient Appointment Center best practices and is accountable for performing these tasks. Serves as mentor, role model, and service excellence ambassador for staff, co-workers, patients and visitors. May perform other duties as assigned.

Hours: Minimum of 25 hours a week; scheduled hours will be accomplished between 7:00am-8:00pm Monday through Thursday, 7:00am-5:30pm on Friday and between 7:00am-12:00pm on Saturdays.

Minimum Qualifications:
  • Bachelor's degree or an equivalent combination of education and experience
  • 6 months-1 year administrative experience
  • Excellent written and verbal communication skills
  • Proficiency in computer spreadsheet and database applications

Desired Qualifications"
  • Experience with hospital operations and/or Ambulatory Clinic operations
  • Experience with the EPIC system
  • Experience scheduling in an outpatient clinic setting
  • Knowledge of University of Iowa Hospitals and Clinics policies, procedures, and regulations

Key Areas of Responsibilities and Specific Job Tasks
Provide Support Services to Clinical and Non-Clinical Departments:
  • Responsible for scheduling patient appointments and visits in multiple outpatient clinics using the EPIC system.
  • Assists with problem solving of scheduling issues.
  • Follows the scheduling policies to facilitate all patient appointments.
  • Attends scheduling staff meetings.
  • Provides scheduling coverage in staff absence.
  • 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.
  • May perform other duties as assigned.

Communicate/Collaborate with Internal and External Constituents:

  • Notifies the Patient Appointment Center and the scheduling departments frontline supervisors of scheduling issues.
  • Serves as an intermediary between patients, frontline staff 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.
  • Explains the scheduling policies to other schedulers as needed through written and oral communications.
  • Collaborates with peers and co-workers to enhance the delivery of health care.
  • Provides feedback to management on means to achieve goals and resolve service issues.
  • Attends scheduling staff meetings. Collaborates with peers and co-workers to enhance the delivery of health care.

Develop Programs, Policies, Practices that Enhance Patient/Staff Environment:

  • Contributes ideas and seeks ways to improve assigned processes. Provides feedback to management on means to achieve goals and resolve service issues.

Human Resources Management:
  • May provide training and functional supervision for check-in/check-out services and students/temporary staff.

Financial Management:
  • May analyze, monitor and report financial data, information and reports.

ICARE Values:
Innovation: We seek creative ways to solve problems.
Collaboration: We believe teamwork is the best way to work.
Accountability: We behave ethically, act openly and with integrity in all we do, and take responsibility for our actions.
Respect: We honor diversity and recognize the worth and dignity of every person.
Excellence: We strive to achieve excellence in all we do.

Technical Competencies
Customer Support Function: Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution.
Customer Interaction: Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Performance Management: Ability to apply organizations performance management system, practice, and tools to developing and improving individual, team, and organizational performance.

HIPAA: Knowledge and understanding of the Health Insurance Portability and Accountability Act.
Health Information Concepts & Terminology: Knowledge and understanding of health information concepts and terminology to include anatomy, physiology, medical disciplines and diagnoses/procedures/treatments, health information legal/data standards, statistics, data/quality management and computer science application.

Medical Records Systems: Knowledge of medical records systems applications.

Please note regarding references: Five professional references will be requested and required at a later step in the recruitment process.

Application Instructions:

Please submit a cover letter and resume via email to Denise Sernulka-George. 

Applying for:

Support Services Specialist

University of Iowa Health Care

(.DOC, .DOCX, .PDF, .RTF, .TXT, .ODT, .PAGES, .WPS up to 2MB)

Job ID: 68190

Posted 16 days ago

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