Clinic Services Specialist- Ortho North Liberty Campus

The University of Iowa Health Department of Orthopedics and Rehabilitation, is seeking a full time Clinic Services Specialist to support our frontline operations and staff. This position plays a crucial role in providing access, scheduling, and support services, contributing to the delivery of high-quality patient care, and ensuring an excellent patient experience. The position performs activities related to scheduling patient appointments, serving as a patient advocate, handling patient access requests and service recover incidents, ensuring accuracy in scheduled appointments, and using independent judgement to best ensure the patient has an excellent experience. This position will be located at the Main Campus and then move to Medical Center North Liberty when opens.

Schedule: Initial schedule will beMonday-Friday, 8am to 5pm at UIHC Main Campus. Once Medical Center North Liberty opens (approximately 4/29/2025), work schedule will be Tuesday-Thursday 11am-8pm and Friday 8am to 5pm.

As part of our team, you will be instrumental in upholding our WECARE core values. The ideal candidate will be detail-oriented, collaborative and a team player who prioritizes patient experience in every interaction.

If you are passionate about providing exceptional care and support to our patients and their families and being a part of an exciting and rewarding workplace, we look forward to hearing from you!

Key Duties include:

• Patient Appointment Scheduling: Coordinate and schedule patient appointments and tests, including advanced procedures and injections, working with other UIHC departments. Utilize the EPIC system to verify availability, ensuring all appointments comply with established guidelines.

• Reception and Check-in: Perform front desk duties, assist with patient check-ins through the EPIC system, greet patients, answer questions with a service excellence mindset, and ensure all patient documentation is completed.

• Payment and Documentation: Collect co-payments per UIHC policies, reconcile daily batches, print necessary business office paperwork, and complete variance reports.

• Patient Advocacy: Serve as a patient advocate, handle access requests, manage service recovery incidents, and ensure appointments are scheduled appropriately for the best possible experience.

• Training and Support: Provide onboarding and training for new hires, maintain training documents, and update team resources. Communicate EPIC system changes and ensure team readiness for upgrades.

• Flexibility and Coverage: Learn scheduling functions at multiple orthopedic clinic locations and provide coverage as needed.

• Patient Satisfaction Initiatives: Participate in patient satisfaction committees, implement departmental initiatives, and support service excellence training (C3).

Percent of Time: 100%

Welcoming

We strive for an environment where everyone has a voice that is heard, that promotes the dignity of our patients, trainees, and employees, and allows all to thrive in their health, work, research, and education.

Excellence

We aim to achieve and deliver our personal and collective best in the pursuit of quality and accessible healthcare, education, and research.

Collaboration

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

Accountability

We behave ethically, act with fairness and integrity, take responsibility for our own actions, and respond when errors in behavior or judgement occur.

Respect

We are committed to ensuring the UI Health Care is an inclusive environment where individuals from the full spectrum of diversity - which includes identity, backgrounds, cultures, ability, and perspective - feel safe, seen and valued.

Equity

We dedicate ourselves to equity and fairness in research, health care, education, and health.

Pay grade: 3A Professional and Scientific Pay Structures | University Human Resources - The University of Iowa (uiowa.edu)

Benefits Highlights:

• Regular 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

• For more information about Why Iowa?, click here

The new University of Iowa Health Care North Liberty Campus will open in the Spring of 2025. This 469,000 square foot facility will be home to UI Health Care's nationally recognized Orthopedics service line, offering comprehensive, coordinated, and accessible care across the outpatient, inpatient and surgical venues. These state-of-the-art clinical facilities will also include a full-service community imaging center, laboratory services, physical therapy, retail pharmacy, and emergency department as well as an array of support services. The facility has been designed to support a superior patient and staff experience; excellence across our patient care, teaching and research missions; convenient access to services; and engaging community partnerships. UI Health Care is seeking a welcoming, highly-skilled and collaborative workforce to be a part of the opening team for this superb new campus, and to help further our mission of: Changing Medicine. Changing Lives.

Required Qualifications:

• Bachelor's degree or equivalent experience and education

• 6 months of experience in a frontline health care setting

• Excellent written and verbal communication skills

• Excellent customer service skills

• Ability to organize and prioritize multiple tasks on time and maintain quality standards

• Experience working with Microsoft Office, EPIC and Excel

Desirable Qualifications:

• Knowledge of institution and policies, processes, and forms

• Knowledge of Orthopedics department and frontline unit policies, processes, and forms

• 1 year of customer service experience

• 1 year experience mentoring, training, or instructing people

• Ability to make decisions requiring interpretation and judgment

• Ability to gather, analyze and display data in appropriate format and keep accurate records

• Attention to detail

Application Process: In order to be considered, applicants must upload a cover letter and a resume that clearly address how they meet the listed required and desired qualifications of this position. Incomplete applications will not be reviewed.

Job openings are posted for a minimum of fourteen calendar days.Applications will be accepted until 11:59 PM on the last day of the posting.

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. Up to 5 professional references will be requested at a later step in the recruitment process.

For questions, contact Amanda Petersen at amanda-petersen@uiowa.edu

Need help submitting an application or accepting an offer? Support is available! Our Applicant Resource Center is now open in the Fountain Lobby at the Main Hospital. Hours: Tuesdays & Thursdays 2:00pm - 4:00pm or by appointment Contact TAHealthCareSupport@healthcare.uiowa.edu to schedule a time to visit.

• Classification Title: Clinic Services Specialist
• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: On Campus

• Pay Level: 3A

• Organization: Healthcare
• Contact Name: Amanda Petersen
• Contact Email: amanda-petersen@uiowa.edu