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Patient Access Specialist

Posting ID 117062
Department Patient Access Center/VP Medical Affairs
Jobcode Support Services Specialist
Working Title Patient Access Specialist

About the UI Patient Access Center:

The UI Patient Access Center (UI PAC) operates the high volume patient scheduling “contact” center, facilitating patient access to UI Health Care outpatient services through telephone and electronic based communication. The contact center operates as an extension of the UI Health Care clinics and serves over 20 departments, outreach, and community clinics.

Position Specific Summary:

The Hourly Support Services Specialist position will perform work within the Integrated Call Center, part of the UI Patient Access Center. 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 Hourly Support Services 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 Hourly Support Services 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.

Employment is contingent upon completion of successful credential and criminal background checks.

Position Qualifications:

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

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

-Excellent written and verbal communication skills.

-Proficiency in computer spreadsheet and database applications.

Desired Qualifications:

-Experience with medical terminology

-Experience with the Epic system

-Experience scheduling in an outpatient clinic setting

Application Instructions Please send a cover letter and resume to
Ad Start Date 05/29/2019
Ad End Date 08/29/2019