Clinic Services Coordinator - Cancer Center
University of Iowa

Job Info

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The Holden Comprehensive Cancer Center is looking for a Clinic Services Coordinator to supervise the frontline team responsible for scheduling patient appointments and visits in multiple outpatient clinics using the EPIC system. The Clinic Services Coordinator is responsible for hiring, onboarding, and training new staff members along with monitoring existing staff member's performance and productivity. The Clinic Services Coordinator manages compliance related tasks, acts as a liaison with the Patient Access Center, coordinates provider template management and assists in workflow improvement. The Clinic Services Coordinator will also perform scheduling, reception functions and telephone coverage in the Clinical Cancer Center as needed. Included in general functions are co-pay collection, appointment scheduling face to face, use of the work queues, and coordination with multiple departments.

Duties to include:

Provide Clinic Support Services to Clinical and Non-Clinical Departments

• Determine staff assignments based on clinic need; including, but not limited to: staff schedule, daily staffing (sign-offs), and staff adjustments based on various clinic volumes.
• Maintain provider templates; including but not limited to, closures, add-ons, adjustments, overbooks, etc. Report discrepancies to supervisor.
• Assists with resolving immediate scheduling issues; escalating as appropriate if unable to remedy independently.
• Serves as an intermediary between patients and nursing personnel regarding scheduling concerns and medical needs.
• Conduct compliances pertinent to center at expected intervals.
• Oversee work queue and Inbasket workload and communication.
• Perform staff coverage in rotation and as needed; assist with patient appointment check in, check out and scheduling.
• Coordinates appointments with other UIHC departments.
• Perform other duties of front desk team members, including, copay collection, Inbasket and work queue tasks.
• Support efforts that guide patient flow within the clinic and hospital.
• May perform other duties as assigned.

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

• Create and execute documentation for workflows and processes with sign off by leadership.
• Complete special projects as assigned by leadership within the center.
• Responsible for identifying workflow issues and opportunities for process improvement; work with leadership on solutions.
• Collaboratively contribute ideas to implement process improvement

Communicate/Collaborate with Internal and External Constituents

• Remain patient and staff focused when addressing concerns and challenges.
• Ensures key metrics are met with email capture, MyChart activation, and copay collection.
• Support efforts with patient satisfaction and the Office of Patient Experience.

Financial Management

• May analyze, monitor, and report financial data, information, and reports.
• Maintains productivity for front line staff by use of Epic reporting.

Human Resource Management

• Provide training support for new front-line staff.
• Serve as first point of contact for front line staff.
• Acts as liaison with the Patient Access Center and other departments.
• Serve as a mentor, coach, role model, and service excellence ambassador for staff, co-workers, patients, and visitors.

UI Health Care Core Values (WE CARE)

Welcoming

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

Excellence

Excellence for us is judged by "Are we one of the top hospitals in the country in quality, safety, patient satisfaction, and employee satisfaction?"

Collaboration

We believe teamwork 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 honor diversity and recognize the worth and dignity of every person.

Equity

We believe that without the diversity of experience, background, through that we have, we cannot deliver excellent and innovative care.

UNIVERSAL COMPETENCIES:

• Ability to work with a variety of individuals and groups in a constructive and civil manner.
• Ability to utilize existing resources and learning to achieve or exceed desired outcomes of current and future organizational goals/needs. Able to demonstrate ethical behavior in diverse situations while producing results.
• 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 Associate Director, Outpatient Cancer Services

SUPERVISION EXERCISED:

Provide training and functional and/or administrative supervision for students and temporary staff. Provides administrative supervisor for front line staff

University of Iowa Hospitals & Clinics-recognized as one of the best hospitals in the United States-is Iowa's only comprehensive academic medical center and a regional referral center. Each day more than 12,000 employees, students, and volunteers work together to provide safe, quality health care and excellent service for our patients. Simply stated, our mission is: Changing Medicine. Changing Lives.®

Holden Comprehensive Cancer Center is Iowa's only NCI-designated comprehensive cancer center. The NCI designation recognized our cancer center, and its research scientist, physicians, and other health care professionals, for their roles in advancing cancer research that impacts on our ability to prevent, detect and treat our patients with cancer. Not just a floor, or a building, or even confined to a single college. Holden Comprehensive Cancer Center coordinates all cancer-related research, education, and patient care by faculty from 41 departments and six colleges, as well as UI Hospitals and Clinics and UI Children's Hospital.

Percent of Time: 100%

Hours: Monday - Friday, 7am-5pm

Pay Grade: 4A

https://hr.uiowa.edu/pay/guide-pay-plans

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
• For more information about Why Iowa?, click here

Required Qualifications

• A bachelor's degree or an equivalent combination of education and experience is required.
• Minimum of six months to one-year administrative experience.
• Excellent written, verbal and interpersonal communication skills.
• Proficiency in computer spreadsheets and database applications.
• Experience working with the EPIC system.
• Must be flexible, big picture thinker, and able to adapt to change.
• Experience scheduling in an outpatient clinic setting.

Desirable Qualifications

• Experience with hospital operations and/or Ambulatory Clinic operations
• Knowledge of University of Iowa policies, procedures, and regulations.

Application Process: In order to be considered, applicants must upload a resume and 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 14 calendar days.

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.

References: Five professional references will be requested and required at a later step in the recruitment process

This position is not eligible for University sponsorship for employment authorization.

With additional questions, please reach out to Sarah Waldschmidt at sarah-waldschmidt@uiowa.edu

Additional Information

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

Compensation

• Pay Level: 4A

Contact Information

• Organization: Healthcare
• Contact Name: Sarah Waldschmidt
• Contact Email: sarah-waldschmidt@uiowa.edu

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