Clinic Services Specialist - pet

Healthcare Administrative

The University of Iowa Health Care department of Radiology is seeking a Clinical Services Specialist to provide support of UI Health Care patient access services in the Department of Radiology PET Imaging Center to ensure effective and efficient delivery of excellent health care services through frontline clinic operations support. Duties include providing reception coverage, coordination of patient appointment scheduling and obtaining/completing required documentation, requiring knowledge of the UI Health Care Epic system. Included in general functions are scheduling appointments via telephone, using work queues, tracking and ordering specialty radiotracers from external radiopharmacies, and coordinating/communicating with multiple departments and external constituents. Provide high level customer service and ensure patients have an excellent experience by following the "Standards of Excellence" guidelines and upholds best practices set forth by the Department of Radiology and UI Health Care.

Duties Include:

• Schedule patient appointments and tests and coordinate appointments with other UI Health Care departments utilizing the EPIC systems to check and verify appointment availability, always assuring compliance with established guidelines
• Prepare external Radiology referrals for scheduling. Obtain pertinent medical records, receive and scan into Epic. Ensure correct authorizations and place the orders in Epic.
• Schedule and coordinate patient appointments with clinics requesting patient sedation for their PET scan. Facilitate scheduling between the clinic, Anesthesia or RN sedation team, and the PET Center nursing/physician staff.
• Coordinate appointments with clinics and specific providers
• Identify trends by communicating to the manager to facilitate opportunities for process improvement and modifications to the EPIC Radiant scheduling workflows
• Work with Radiology staff, clinics and referring physicians concerning policies and regulations as related to Radiology pre-authorizations
• Explain the scheduling policies as needed through written and oral communications
• Assist in documenting scheduling guidelines in PET Reception Manual
• Provide reception coverage
• Collaborate with peers and co-workers to enhance the delivery of care in Radiology
• Answer incoming clinic calls, field and answer questions, schedule appointments, route calls and relay messages appropriately. Work with numerous distractions and interruptions
• Track and order radiopharmaceuticals from external radiopharmacies. Identify availability and place order per pharmacy's on-line ordering system. Handle all cancellations and reschedules, ensuring patient and referring providers are aware of schedule changes.
• Assist with resolving immediate scheduling issues by working directly with the PET lead technologists and PET technical director. Notify supervisor of unresolved scheduling issues
• Receive inquiries from within and outside the university and resolve within scope of responsibility, referring as appropriate and advising staff on policies and procedures
• Make recommendations for improvements to processes and quality of provided services to achieve patient/customer satisfaction
• Track research studies performed in the PET Imaging Center for billing purposes. On a monthly basis, identify studies completed. Generate and send research billing statements to study team. Track and monitor payments.
• Track patient census on a daily basis, collecting and reviewing summaries of exams completed in the PET Center.
• Perform other duties as assigned

Percent of Time: 100%

Pay Grade: 3A

Benefits Highlights:

• Regular salaried position located in Iowa City, Iowa
• Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans

Education:

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

Experience Required:

• Minimum six months of administrative work in a health care setting
• Knowledge of clinical scheduling and coordination of patient activities
• Excellent written, verbal, and interpersonal communication skills
• Ability to maintain professionalism while handling difficult situations with callers and customers
• Experience working in customer service
• Demonstrated ability to handle complex situations with minimal supervision
• Proficiency in computer software applications, including Microsoft Office Suite

Desirable Qualifications:

• Demonstrated attention to detail
• Excellent organizational skills
• Experience working with EPIC
• Knowledge of medical terminology
• Experience working with data
• Experience working in an outpatient healthcare setting
• Demonstrated ability to resolve issues related to customer concerns or workflow changes and challenges.
• Knowledge of University of Iowa policies, procedures, and regulations.

Application Process: To be considered, applicants must upload a resume and a cover letter (under submission relevant materials) that clearly address how they meet the listed required and desired qualifications of this position. Job openings are posted for a minimum of 7 calendar days or until position is filled. Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check. If you have questions, please contact Lisa Dunnwald.