Responsible for providing efficient and effective clinical operational support through the delivery of oral health care services within the College of Dentistry and Dental Clinics by scheduling patient appointments and providing front line collegiate support following the guidelines set forth by the College of Dentistry's Clinic Administration department.
Provide Support Services to Clinical and Non-clinical Departments
Responsible for scheduling patient appointments and visits within the College of Dentistry and Dental Clinics, by interacting with patients on the phone and in person, using the electronic health record software Axium, This interaction can include answering questions, giving information, and otherwise representing the College's clinical operations.
Evaluates and independently interprets data from the patient management system (Axium), in order to schedule patients for initial and subsequent visits.
Monitors reports and data to determine patient appointment needs and student experience needs. Contacts patients and appoints accordingly.
Maintains integrity of patient management system (i.e. accuracy of patient treatment, billing, and appointment status) from appointment books and patient records.
Coordinates appointments between all clinics within the College of Dentistry and Dental Clinics, to include but not limited to: review and interpreting patient records, patient and appointment management, providing schedules and billing details to patients, practitioners, staff, and students on a daily basis to ensure accuracy of patient care.
Coordinates and facilitates provider schedules (manages master schedules, creates daily templates for providers to include faculty, residents, hygienist, and pre-doctoral students, and makes daily clinic schedule modifications).
Notifies Clinic Administration's frontline supervisors of scheduling issues in a timely and effective manner.
Communicate/Collaborate with Internal and External Constituents
Works collaboratively with other collegiate clinics, referring outside dental offices, Community Health Centers and other outside agencies such as Transportation Management Services (TMS)
Attends clinic clerk and departmental staff meetings
Serves as an intermediary between patients, students, and faculty regarding scheduling concerns and dental needs.
Negotiates appointments with patients and other collegiate clinics.
Assists students in meeting requirements for educational advancements
Serves as service excellence ambassador for other staff, co-workers, patients, and visitors
Develop Programs, Policies, Practices that Enhance Patient/Staff Environment
Responsible for problem solving of scheduling conflicts, including unplanned absences and patient urgent care needs.
Reinforces scheduling policies to others as needed through written and oral communications
Collaborates with peers and co-workers to enhance the delivery of oral health care
Provides feedback to management to maintain goals and service excellence protocol.
Contributes ideas and seeks ways to improve current workflow processes
Human Resources Management
Conducts student orientations in educating students about expectations regarding clinic workflow, policies, paperwork, and patient responsibility in each specialty clinic.
Assist in training new staff and students regarding specific clinic protocol and procedures. This includes: proper telephone etiquette, appointing protocol, patient record management, financial guidelines and patient check-in processes.
Obtains and/or confirms pre-authorizations prior to scheduling appointments.
Post & review procedures for patient visit via the Electronic Health Record.
Gathers and/or verifies insurance coverage; reviews applicable insurance coverage including DWP (Dental Wellness Plan) and Medicaid of Iowa prior to each appointment and informs provider and patient of changes in eligibility. Counsels patient of need to contact case worker in the event Medicaid coverage expires. Updates the Patient Accounting System as needed in light of insurance verification results; counsels provider on need to obtain patient signature for non-covered out of tier treatment/non-covered treatment PRIOR TO COMMENCEMENT OF CARE. Requires specialized knowledge of complex insurance payers and policy limitations.
Note to Applicant: Applicants should assure their application/resume and cover letter illustrate the work experience they have that demonstrates the qualifications and competencies listed above. Unless otherwise noted, the proficiency levels required for the position are Basic and/or Working Experience.
Basic Experience is defined as using basic understanding of the field to perform job duties; may need some guidance on job duties; applies learning to recommend options to address unusual situations.
Working Experience is defined as successfully completes diverse tasks of the job; applies and enhances knowledge and skill in both usual and unusual issues; needs minimal guidance in addressing unusual situations.
With over 31,000 students, the University of Iowa is one of the nation's top public research universities, a member of the Big Ten conference and the Association of American Universities. The University of Iowa is composed of eleven colleges and is known around the world for its balanced commitment to the arts, sciences, and humanities. It is home to one of the nation's largest academic medical centers and the pioneering Iowa Writers' Workshop. The University of Iowa promotes work/life integration and is located in the casual yet cosmopolitan environment of Iowa City, widely recognized as one of the country's most livable communities.
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