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Provide leadership in the UI Patient Access Center.
Provide functional supervision to scheduling and support staff members, under the direction of the Patient Access Manager.
Schedule patient appointments and provide phone coverage to meet business needs.
Overbook appointments as needed.
Assist in managing, coordinating and directing scheduling services.
Assist in assuring the compliance of tasks, compliance goals, and patient satisfaction expectations.
Assist in activities related to scheduling system upgrades.
Complete special projects or implement pilot programs as directed by supervisor.
Serve as a collaborator with many departments at UI Healthcare.
Analyze, monitor and report data, information and reports.
Serve as first point of contact for scheduling and support staff.
Maintain an effective working relationship with faculty, staff, students and across multiple UI Health Care support departments.
Review, respond and resolve requests and issues from staff and patients.
Monitor Cisco and assign/reassign the daily work of staff based on business needs.
Support the work and strategic goals of the UI Patient Access Center.
Host and attend meetings at the discretion of your manager.
Train new staff and retrain existing staff as needed.
Assist with the development and implementation of policies and practices to improve services for the UI PAC.
Help communicate and ensure compliance with new policies, guidelines, or expectation changes and initiatives.
Identify any issues and look for efficiencies within our electronic scheduling systems and other processes.
Assist the Patient Access Manager by providing functional supervision over scheduling and support staff including training, scheduling and assigning work, establishing work priorities, and managing ELMS timecard requests.
Assist the Patient Access Manager on the performance of staff.
Requirements
A Bachelor’s Degree or the equivalent combination of education and experience.
Typically 1 – 3 years administrative experience.
Excellent written and verbal communication skills.
Knowledge of patient scheduling, scheduling workflows, and electronic scheduling systems.
Proficiency in working and understanding computer spreadsheet and database applications.
Experience directing the work of employees in a leadership role.
Nice-to-haves
Knowledge of the University of Iowa Health Care policies, procedures, and regulations.
Ability to be self-directed and demonstrate excellent judgement in prioritizing multiple projects and assignments.
Commitment to customer and employee satisfaction.
Ability to facilitate positive outcomes by collaborating and working in a team environment.
Experience working in a contact center environment.
Proficiency in Microsoft applications including OneNote, Excel, and Word.
Experience in utilizing and understanding Tableau reporting tool.
