Clinic Services Specialist - Cancer Center

Clinic Services Specialist - Cancer Center

The Holden Comprehensive Cancer Center at the University of Iowa is seeking a Clinic Services Specialist to schedule patient appointments and visits in multiple outpatient clinics using the EPIC system. Will perform scheduling, reception functions and telephone coverage in the Clinical Cancer Center including obtaining and/or completing documentation and providing factual information requiring knowledge of both the assigned and related work areas.

Included in general functions are co-pay collection, appointment scheduling face to face, use of the work queue, and coordination with multiple departments.

Duties to include:

• Schedule patient appointments and tests and coordinate appointments with other University of Iowa Health Care departments utilizing the EPIC systems to check and verify appointment availability, assuring compliance at all times with established guidelines.
• Answer incoming clinic calls, field and answer questions, schedule appointments, route calls and relay messages appropriately. Work with numerous distractions and interruptions.
• Perform reception coverage; assist with patient appointment check in process through the Epic systems; greet patients upon arrival to the clinic; answer questions in a manner that applies service excellence principals; update patient address, phone, insurance, MSP data and caregiver information; assure patients complete and/or sign all appropriate documentation.
• Facilitate patient flow within the clinic and hospital through utilization of the Epic Department Appointments Report; direct patients to appropriate waiting areas; assist patients with directions to other UI Health Care clinics; provide patients with parking validation.
• Collect patient insurance co-payments at time of check in; accordance with established University of Iowa Health Care policies; close daily batch and print appropriate paperwork for business office; complete variance reports.
• Maintain personal cash drawer, following set University of Iowa policies and guidelines.
• Assists with resolving immediate scheduling issues by working directly with clinical supervisor.
• Notifies supervisor of unresolved scheduling issues.
• Serves as an intermediary between patients and nursing personnel regarding scheduling concerns and medical needs.
• Coordinates appointment for other University of Iowa Health Care departments as needed.
• Contribute ideas and seek ways to improve assigned processes.
• May perform other duties as assigned.

UI Health Care Core Values (WE CARE)

Welcominging

We are welcoming to the community, partners, staff, and patients utilizing the collective strength of our people.

We achieve and deliver our personal and collective best in the pursuit of quality and accessible health care, education, and research.

We collaborate with health care systems, providers, and communities across Iowa and the region as well within our UI community. We believe teamwork- guided by compassion- is the best way to work.

Accountability

We behave ethically, act openly and with integrity in all that we do, taking responsibility for our actions.

Respect

We create an environment where every individual feels safe, valued, and respected, supporting the well-being and success of all members of our community.

Empowerment

We commit to fair access to research, health care, and education for our community and opportunities for personal and professional growth for our staff and learners.

UNIVERSAL COMPETENCIES:

• Ability to utilize existing resources and learning to achieve or exceed desired outcomes of current and future organizational goals/needs.
• Ability to meet or exceed customer service needs and expectations and provide excellent service in a direct or indirect manner.
• Ability to effectively transmit and interpret information through appropriate communication with internal and external customers.

TECHNICAL COMPETENCIES

• 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.
• Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.
• 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.
• Ability to apply organization's performance management system, practices, and tools to developing and improving individual, team, and organizational performance.
• Working knowledge and understanding of the Health Insurance Portability and Accountability Act.
• Working knowledge and understanding of health information concepts and terminology as well as operational issues, considerations, and processes.
• Working knowledge of medical records systems applications.

SUPERVISION RECEIVED:

Supervision received from the HCCC Clinic Services Coordinators

SUPERVISION…