University of Iowa is hiring: Referral Specialist-UI PAC in Iowa City

The Referral Specialist is accountable for daily management of the Referral Workqueue (WQ) including incoming and internal provider referrals to UI Health Care for their assigned clinic/dept. The primary role is management of the Referral WQ to ensure scheduling of the referral is expedited. The role will manage and oversee communication with our clinic/dept to ensure no delays are encountered as the referral processes through the various points in the system. This includes managing and monitoring triage/clinic approval hand-offs; ensuring appropriate medical records are requested and received; and ultimately, eliminating delays in the process at any stage of review from initial creation to scheduling the visit.

The role will include scheduling, primarily making outbound calls, but may be asked to take incoming calls as requested. When scheduling, the staff member ensures the correct visit types, provider, date, length of visit, and time are utilized. Schedules into the appropriate timeframe that is in line with what is requested for the plan of care based on the desired appointment date. Ensures the right appointment prerequisites are completed and obtained. Coordinates all necessary preparatory tests and obtains records to maximize the efficiency of the visit. Informs patient of their visit specific preparatory instructions and ensures notification about their upcoming appointments. Follows the appropriate workflows to confirm the patient is financially secured for their visit.

The Referral Specialist anticipates the needs of the patient and serves as a patient advocate. The Referral Specialist uses independent judgement in determining how to assist patient requests outside of the scope of scheduling. 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 a referral scheduling content expert. May perform other duties as assigned.

*This position is eligible to participate in hybrid work. Hybrid work must be performed at a location within the state of Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

• Daily management of the referral process and referrals on the assigned referral WQ.
• Monitors and updates status of all referrals to ensure timely review and action.
• Contacts referring provider’s office for referral form/notes/imaging and other records needed for triage.
• Communicates with clinic to ensure timely turnaround for triage requests.
• Identifies issues and alerts leadership accordingly.
• Develops guidelines for assigned specialty.
• Shares relevant education with the Patient Access Specialist/Schedulers in the assigned area.
• Schedule, cancel, and reschedule patient appointments through negotiations with the patient.
• Coordinate patient appointments with other clinics.
• Serve as a patient advocate.
• Work the Epic Referral work queues.
• Make outbound calls.
• Fax/scan.
• May perform other duties as assigned.
• Notifies the UI Patient Access Center and the department of referral issues, bottlenecks, or delays.
• Provide feedback to management on means to achieve goals and resolve service issues.
• Partners with clinic staff to optimize identified issues and bottlenecks with workflows.
• Serve as an intermediary between patients, nursing personnel, front line staff, providers, and stakeholders concerning scheduling concerns and medical needs.
• Explain, coach, and train the scheduling policies and guidelines to other schedulers as needed through written and oral communications.
• Collaborate with peers and co-workers to enhance the delivery of health.
• Develop guidelines and workflow algorithms to document process.
• Contribute ideas and seek ways to improve assigned processes.
• Assist with special projects as assigned by supervisor.
• Ensure the patient is financially secured for their visit following established workflows.
• Route financial questions to the appropriate area for assistance.

Education Required

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

Experience Requirements

• Typically (6 months – 1 year) administrative experience.
• Excellent written and verbal communication skills.
• Experience with the Epic electronic medical record.
• Knowledge of patient scheduling, scheduling workflows, and electronic scheduling systems.
• Experience with hospital operations and/or Ambulator Clinic operations.

Desirable Qualifications

• Proficiency in computer software applications, i.e. Microsoft Office Suite (Excel, Outlook, Teams) or comparable programs.
• Familiarity with medical terminology.
• Demonstrated ability to handle complex and ambiguous situations with minimal supervision.

Application details: In order to be considered for an interview, applicants must upload the following documents and mark them as required to the submission:

• Resume
• Cover Letter

Job openings are posted for a minimum of 14 calendar days and may be removed from posting and filled any time after the original posting period has ended. Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. For additional questions, please contact kaitlin-luoma@uiowa.edu.

• Classification Title: Patient Access Specialist
• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: Hybrid within Iowa

Compensation

• Pay Level: 3A
• Starting Salary Minimum: $41,541
• Starting Salary Maximum: $63,597

Contact Information

• Organization: Healthcare
• Contact Name: Kaitlin Luoma
• Contact Email: kaitlin-luoma@uiowa.edu