Clinic Services Coordinator – UI Health Care Holiday Road Urgent Care/Occupational Health 100%

The University of Iowa Community Clinics (UICC) is seeking a patient focused Clinical Services Coordinator to support our Holiday Road Urgent Care and Occupational Health Clinics. This position will provide operational oversight to assure effective and efficient delivery of health care for multiple clinic sites. Oversees and assist with front desk duties. Assures compliance with policies, guidelines, and expectations for frontline staff. This position will assign daily work of staff based on department needs. Problem solve and resolves issues that may arise. Serves as a mentor, coach, role model, and service excellence ambassador for staff, co-workers, patients, and visitors. Manages the frontline at multiple sites with multiple staff. This position will be the main point of contact for new provider associations and builds along with daily template maintenance.

Position Responsibilities:

Provide Support Services to Clinical and Non-clinical Departments

·         Develop, analyze, and maintain standards of excellence for patient registration, scheduling and check-in/check-out process within the department.

·         Coordinate and facilitate the flow of patient access activities of a department and/or clinic.

·         Supervise the delivery of services such as health information, clinic scheduling and operations, etc.

·         Ensure tasks, goals, compliances, and patient/customer satisfaction expectations are complete by the assigned deadline.

·         Provide front desk coverage as needed including scheduling patient appointments, checking in patients, maintaining inbaskets, bump lists, etc.

·         Attend leadership and staff meetings. Provide updates to clinical personnel when appropriate.

·         Oversee and investigate complex frontline issues.

·         Analyze data and recommend opportunities for improvement.

·         Serves as the point of contact for new provider associations and template builds.

·         Maintain daily template maintenance, address any template build issues, and provide recommendations for enhancements.

·         May perform other duties as assigned.

Communicate/Collaborate with Internal and External Constituents

·         Work with departmental administrator, nurse manager, physicians, peers, co-workers, or others in the clinic to enhance patient experience and delivery of services.

·         Provide continuous feedback, implement strategies, and recommendations to management on means to achieve goals and resolve service issues.

·         Address concerns promptly regarding the frontline. Escalate issues to leadership as needed.

·         Collaborate with clinical faculty and management regarding proposed scheduling or frontline guideline changes.

·         Practice and promote positive peer and patient relations.

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

·         Provide recommendations to department leadership on policies and procedures to improve patient care and utilization of clinic resources.

·         Assist and/or lead development and implementation of policies and practices to improve services for subsection or unit.

·         Develop new and current staff through training to improve frontline operations.

Human Resources Management

·         Provide administrative supervision of frontline staff including developing and managing performance.

·         Provide direction, assignments, feedback, coaching, and counseling of staff to assure outcomes are achieved.

·         Develop scripting and provide coaching to staff members regarding service excellence behaviors.

·         Active participant in the recruitment of new staff.

Financial Management

·         May make budget recommendations and manage expenses. Works with Patient Financial Services regarding the management of Pre-Access, Financial Counseling, or billing related activities.

·         May analyze, monitor, and report financial data.

·         May assist with preparation of the budget.

·         May initiate or approve fiscal transactions.

Customer Support Function

·         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.

Customer Interaction

·         Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.

Effective Communications

·         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.

Performance Management

·         Ability to apply organization's performance management system, practices, and tools to developing and improving individual, team, and organizational performance.

WE CARE CORE Values

·         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 judgment occur.

·         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.

Department Summary:

University of Iowa Community Clinics (UICC) provides comprehensive care to the Iowa City community and beyond. Community clinics, including Quick Cares and Urgent Care, in the Muscatine, Riverside, and Iowa City corridor, UICC is home to providers and staff that provide comprehensive care outside of the hospital setting and give the community a sense of care whenever they need it most.

Percent of Time: 100%

Schedule: Work hours vary Monday through Friday between 7:30 AM - 5:00 PM.

Location: Iowa City, IA; Coralville, IA (and surrounding clinics/locations based on clinic needs)

Pay Grade: 4A

Salary: https://hr.uiowa.edu/pay/plans

Benefits Highlights:

• Regular salaried position located in Iowa City, IA; Coralville, IA (or surrounding cities based on clinical need/hours)
• Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans.
• The University of Iowa offers a generous benefits package, including a double retirement match, paid vacation as well as paid sick leave. Complete information regarding the full benefits package may be viewed at: https://hr.uiowa.edu/benefits

• A Bachelor’s degree or an equivalent combination of education and experience in a health-related field such as Health Information Management or experience and in-depth knowledge of health care systems in order to provide services that support care delivery (e.g., patient relations, clinic operations, etc.)

• Minimum of one year administrative experience
• Excellent written and verbal communication skills
• Proficiency in computer spreadsheet and database applications
• Experience directing the work of employees in a leadership role.
• Driver's license and ability to meet UI Fleet Safety Standards.

• Availability to provide support to other clinical locations based on clinical hours/need.

   

   

   

  Desirable Qualifications

• Experience with hospital operations and/or Ambulatory Clinic operations
• Experience with the Epic system
• Experience in a supervisory or leadership role
• Experience scheduling and/or check-in functions in an outpatient clinic setting.
• Ability to be self-directed and demonstrate excellent judgement in prioritizing multiple projects and assignments is desirable.
• Knowledge of University of Iowa Health Care policies, procedures, and regulations

Application Process: In order to be considered, applicants must upload resume and plain text cover letter that clearly addresses how they meet the listed required and desired qualifications of this position.

Job openings are posted for a minimum of 7 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended. For questions or additional information, please contact Jiberle-Mustefa@uiowa.edu. 

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.  This position is not eligible for University sponsorship for employment authorization.