UIC is seeking a Medical Office Coordinator to join our College of Medicine, Department of Medicine - Gastroenterology and Hepatology team. This role proactively maintains and manages provider clinic schedules to ensure quality patient care, customer service, optimized utilization of clinical resources, and efficient centralized and decentralized scheduling workflows. Establishes and maintains partnership with Customer Care Center management team and Scheduling. System Consultant sharing responsibility for appointment access in the clinic and provider schedules aligned with agreed upon availability and service standards; and ultimately, accepts joint ownership for the success of the team.

Duties & Responsibilities:

SCHEDULE MANAGEMENT:

• Completes daily reviews of provider schedules to proactively manage scheduling errors and make schedule changes to maximize utilization. Handles same day patient appointment needs and facilitates patient requests for sooner appointments.
• Ensure relevant patient records are available for initial patient visit.
• Manages same day cancelation messages and works Wait List(s) to minimize gaps in schedules, maximize productivity, oversees rescheduling of bumped appointments or appointments resulting from template build changes by assisting with or delegating to clinic staff the rescheduling of clinic canceled appointments.
• Under the guidance of the Clinic Director, Clinic Medical Director, or designee performs temporary scheduling template maintenance including adding, blocking, and/or removing appointment slots and clinic sessions.
• Coordinates permanent template changes and logs permanent template change requests and validates new template build.

POINT PERSON FOR CUSTOMER CARE CENTER MANAGEMENT TEAM:

• Serves as the first point of contact for Customer Care Center management team to investigate and implement solutions to patient access issues, escalating to Clinic Director, Clinic Medical Director or clinician as needed.
• Acts as subject matter expert for clinic/department scheduling protocols and shares knowledge with and provides training to the Customer Care Center management team.

NETWORKING:

• Develops relationships with Customer Care Center management team, clinic/department staff and scheduling system and template build/ maintenance resource(s) and functions as liaison between clinic and Customer Care Center.
• Works in partnership with other Dynamic Schedulers and Customer Care Center management team to share knowledge and best practices.
• Identifies opportunities and, working with clinic and departmental leadership, helps implement changes to schedules and provider availability to ensure maximum resource availability matches patient demand by attending mandatory Dynamic Scheduler forums/meetings.

ONGOING TRAINING/QUALITY:

• Ensures scheduling build and appointment scheduling protocols remain up to date with all clinic/department changes.
• Demonstrates a commitment to quality improvement and excellence through critical evaluation of data and metrics and implementation of continuous quality improvement efforts that lead to effective quality-based outcomes.
• Collaborates with Customer Care Center management team to resolve repeated work and customer service quality issues by participating in strategic discussions regarding improvement initiatives.

Other duties as assigned.