Clerk III - UI Health Care Clinics Referral Specialist 50%25-70%25

📍 Job Overview

Job Title: Clerk III - UI Health Care Clinics Referral Specialist

Company: University of Iowa

Location: Iowa City, Iowa, United States

Job Type: Part-time, Regular

Category: Healthcare Operations / Administrative Support

Date Posted: 2026-06-24

Experience Level: 2-5 Years

Remote Status: On-site

🚀 Role Summary

• Manage and optimize the daily operations of the Referral Work Queue, ensuring efficient scheduling and timely processing of referrals and testing orders.

• Facilitate seamless communication and coordination between external clinics, internal UI Health Care clinics, and patients to minimize delays and ensure patient needs are met.

• Oversee critical administrative processes including prior authorizations, medical record acquisition, and patient appointment scheduling to maximize visit efficiency.

• Provide direct patient and stakeholder interaction, acting as a key liaison to resolve scheduling concerns and gather necessary medical information.

📈 Primary Responsibilities

• Proactively manage and execute daily operations of the assigned Referral Work Queue, ensuring all referrals and testing orders are addressed promptly and accurately.

• Monitor and update the status of all referrals, proactively identifying and resolving bottlenecks or delays in the triage and scheduling process.

• Gather essential patient information, including referral forms, physician notes, imaging results, and other necessary medical records, to prepare for appointments.

• Communicate effectively with external clinics and internal staff to ensure timely turnaround of triage requests and to coordinate patient appointments across various departments.

• Schedule, cancel, and reschedule patient appointments through negotiation and direct referral to the appropriate clinic, ensuring all prerequisites are met.

• Conduct outbound calls to patients to confirm appointments and provide necessary preparatory instructions, while also being available for incoming calls and front desk coverage as needed.

• Maintain accurate and up-to-date records within the Epic system, specifically by actively working the Epic Referral work queues.

• Collaborate with clinic staff to identify and optimize workflows, providing feedback to management on process improvements and service issue resolutions.

• Serve as a central point of contact, mediating between patients, nursing staff, front-line employees, providers, and other stakeholders regarding scheduling and medical needs.

• Perform clerical duties such as patient check-in, faxing, scanning, and general administrative support to ensure smooth clinic operations.

📝 Enhancement Note: This role functions as a critical operational hub within UI Health Care, bridging administrative tasks with direct patient care coordination. The emphasis on managing a "Referral Work Queue" and utilizing "Epic" strongly suggests a focus on process efficiency and system utilization, common in healthcare operations. The responsibilities highlight a need for strong organizational skills and proactive problem-solving to ensure patient flow and timely access to care.

🎓 Skills & Qualifications

Education: High School Diploma or equivalent required. Further education or training in a relevant field is beneficial.

Experience: A minimum of two years of equivalent full-time experience in a combination of related clerical office work, relevant undergraduate education, or post-high school clerical training.

Required Skills:

• Public Contact/Customer Service experience.

• Proficiency in managing patient schedules, including outbound and inbound communication.

• Strong organizational skills for managing a work queue and patient records.

• Effective written and verbal communication skills for interacting with diverse stakeholders.

• Ability to maintain professionalism and accuracy under pressure.

• Valid Driver's License and ability to meet UI Fleet Safety Standards. Preferred Skills:

• Experience with the Epic electronic health record (EHR) system, particularly its referral and scheduling modules.

• Knowledge of Medical Terminology.

• Demonstrated customer service experience within a healthcare setting.

• Proven ability to coordinate and manage referrals to external agencies effectively.

• Experience with hospital operations and/or Ambulatory Clinic operations.

• Demonstrated experience in optimizing workflows and resolving operational bottlenecks.

📝 Enhancement Note: The "Desired Requirements" section strongly points to the necessity of EHR experience, specifically Epic, which is a cornerstone of modern healthcare operations. The emphasis on "coordinating and managing referrals" and "hospital operations" indicates a need for understanding the broader healthcare ecosystem and patient journey within a large medical institution.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Workflow Optimization Case Studies: Showcase instances where you identified inefficiencies in referral processing, scheduling, or patient communication and implemented solutions that improved timeliness, accuracy, or patient satisfaction. Quantify the impact where possible.

• System Utilization Examples: Provide clear examples of how you have used EHR systems (preferably Epic) or other administrative software to manage work queues, track patient information, or coordinate care. Describe specific functions you utilized.

• Process Documentation Examples: If available, include examples of process maps, SOPs, or workflow diagrams you've contributed to or developed for referral management or patient scheduling processes.

• Customer Interaction Documentation: Briefly describe scenarios where you successfully managed complex patient inquiries, resolved scheduling conflicts, or facilitated communication between multiple parties, demonstrating strong interpersonal and problem-solving skills in a healthcare context.

Process Documentation:

• Referral Workflow Management: Document your approach to managing the end-to-end referral process, from initial request to final appointment confirmation, including key checkpoints and communication strategies.

• System Data Integrity: Detail your methods for ensuring accuracy and completeness of patient information within EHR systems like Epic, especially concerning referral details, medical records, and scheduling data.

• Performance Monitoring: Explain how you would track key metrics related to referral processing times, appointment scheduling efficiency, and patient communication effectiveness within your role.

📝 Enhancement Note: Given the reliance on Epic and the nature of managing a referral work queue, a portfolio demonstrating familiarity with EHR workflows, process improvement in administrative tasks, and strong patient-facing communication is crucial. Candidates should be prepared to discuss how they have leveraged systems to achieve operational efficiency.

💵 Compensation & Benefits

Salary Range: As a part-time position (50%-70% FTE, 20-28 hours/week) with a Pay Grade of 08 at the University of Iowa, the salary will be commensurate with experience and the established pay scale for this classification. Based on typical university pay scales for Clerical III roles in Iowa and considering the 2-5 years of experience targeted, an estimated hourly range would be between $18.00 - $24.00 per hour.

Benefits:

• Paid Time Off: Includes paid vacation and sick leave, providing flexibility for personal needs and well-being.

• Comprehensive Health Coverage: Access to health, dental, and life insurance options to support employee and family health.

• Disability Insurance: Protection against income loss due to disability.

• Retirement Planning: Generous employer contributions into retirement plans, supporting long-term financial security.

• Professional Development: Opportunities for growth within a leading academic medical center.

Working Hours: This is a part-time position, with variable hours totaling 20-28 hours per week. Working hours are Monday through Friday, between 7:00 AM and 5:00 PM. There are no weekend, holiday, or on-call responsibilities.

📝 Enhancement Note: The salary estimate is based on general knowledge of public university pay grades and typical hourly rates for administrative roles with 2-5 years of experience in the Midwest. The University of Iowa's pay plan for Merit System employees (Pay Grade 08) typically aligns with this range. The benefits are listed as provided in the job description.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare, Academic Medical Center. UI Health Care is a leading academic medical center, emphasizing cutting-edge research, comprehensive patient care, and robust educational programs. This context means operations roles are integral to the delivery of high-quality, complex medical services.

Company Size: UI Health Care is a large organization, employing over 12,000 employees, students, and volunteers. This scale implies well-defined processes, established operational structures, and opportunities for specialization within administrative and operational functions.

Founded: While the founding date of the University of Iowa is 1847, UI Health Care's specific establishment as a comprehensive academic medical center has evolved over time. The institution's long history signifies stability and a deep-rooted commitment to its mission.

Team Structure:

• The Referral Specialist will likely be part of a larger administrative or patient access team within a specific clinic (e.g., Northgate Urology Clinic) or department.

• The reporting structure will involve a direct supervisor responsible for overseeing clinic operations, patient scheduling, and referral management.

• Cross-functional collaboration is essential, involving frequent interaction with physicians, nurses, other clinical staff, external healthcare providers, and patients. Methodology:

• Data-Driven Operations: Emphasis on utilizing the Epic system for tracking, managing, and analyzing referral workflows and patient scheduling data.

• Process Optimization: A continuous effort to identify and resolve bottlenecks in patient flow and administrative processes to enhance efficiency and patient experience.

• Patient-Centric Approach: All operational tasks are geared towards facilitating timely and effective patient care, aligning with the "Changing Medicine. Changing Lives." mission.

Company Website: https://uiowa.edu/

📝 Enhancement Note: The company culture is defined by its "WE CARE" values (Welcoming, Excellence, Collaboration, Accountability, Respect, Empowerment), which are crucial for understanding team dynamics and expected behaviors. As a large academic medical center, efficiency and adherence to established protocols are paramount, balanced with a commitment to patient well-being and continuous improvement.

📈 Career & Growth Analysis

Operations Career Level: This position is classified as Clerk III, indicating an intermediate-level administrative support role. It requires a solid understanding of clerical procedures and systems, with a focus on specialized operational areas like referral management and patient scheduling. The role involves more responsibility and autonomy than entry-level clerical positions.

Reporting Structure: The Referral Specialist will report to a supervisor or manager overseeing clinic operations or patient access. This individual will provide guidance, performance feedback, and support for professional development. Collaboration with peers and other clinical staff is also a key aspect of the role.

Operations Impact: This role directly impacts patient access to care and the efficiency of clinic operations. By ensuring timely processing of referrals, accurate scheduling, and effective communication, the Referral Specialist contributes significantly to patient satisfaction, provider workflow optimization, and the overall revenue cycle of UI Health Care clinics.

Growth Opportunities:

• Skill Specialization: Develop deep expertise in Epic EHR functionalities related to referrals, scheduling, and patient management, becoming a go-to resource for these processes.

• Advancement within Clerical Ranks: Potential to move into higher-level clerical positions (e.g., Clerk IV, Lead Clerk) or specialized administrative roles within UI Health Care.

• Cross-Training: Opportunities to gain experience in other clinic operations areas, such as patient registration, billing support, or medical records management, broadening skill sets.

• Healthcare Administration Exposure: Gain foundational experience in healthcare operations, which can serve as a stepping stone for roles in patient access management, clinic coordination, or healthcare administration.

📝 Enhancement Note: The Clerk III title suggests a role with established responsibilities that go beyond basic data entry. The emphasis on managing a work queue and coordinating complex processes indicates a need for problem-solving and system navigation skills, which are valuable for career progression in healthcare administration.

🌐 Work Environment

Office Type: This is an on-site position, primarily based within UI Health Care clinics, such as Northgate Urology Clinic, with potential to support surrounding clinics based on clinical need and hours. The environment will be a professional office setting within a healthcare facility.

Office Location(s): Iowa City, IA, and surrounding clinics as needed. This offers a stable work location within a well-established healthcare system.

Workspace Context:

• The workspace will likely involve a desk with computer access, phone, and necessary office equipment for managing referrals and patient communication.

• Collaboration will occur with clinic staff, often in shared office spaces or through direct interaction in clinic areas.

• Access to and proficiency with the Epic EHR system and other relevant clinic software will be integral to daily tasks.

Work Schedule: The schedule is variable, totaling 20-28 hours per week, Monday through Friday, between 7:00 AM and 5:00 PM. This offers a degree of flexibility for a part-time role while ensuring coverage during core business hours. The absence of weekend, holiday, or on-call duties contributes to a predictable work-life balance.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Applications will be reviewed to assess minimum qualifications and desired skills, with a focus on relevant experience and EHR familiarity.

• Phone/Video Interview: Candidates may undergo an initial interview to discuss their experience, understanding of the role, and cultural fit with UI Health Care's values.

• In-Person Interview: Successful candidates will likely be invited for an in-person interview at the clinic location. This may involve meeting with the hiring manager and potentially other team members.

• Skills Assessment/Case Study: Be prepared for questions or a brief exercise assessing your ability to manage tasks, prioritize work, and handle common referral-related scenarios. This could involve demonstrating proficiency with system navigation or problem-solving patient cases.

• Final Evaluation: Emphasis will be placed on communication skills, organizational abilities, problem-solving aptitude, and alignment with the "WE CARE" values.

Portfolio Review Tips:

• Resume & Cover Letter Focus: Ensure your resume and cover letter clearly articulate your experience with referral management, patient scheduling, customer service in a healthcare setting, and any Epic experience. Use keywords from the job description.

• Quantify Achievements: Whenever possible, quantify your accomplishments. For example, "Managed an average of X referrals per day," or "Reduced appointment scheduling errors by Y%."

• Demonstrate System Proficiency: If you have Epic experience, highlight specific modules or functions you are proficient in. If not, detail your experience with other EHRs and your ability to learn new systems quickly.

• Highlight Problem-Solving: Be ready to discuss specific instances where you encountered a challenge in referral processing or scheduling and how you resolved it. Focus on the steps taken and the positive outcome.

• Tailor to UI Health Care: Research UI Health Care's mission and WE CARE values. Be prepared to explain how your approach to work aligns with these principles.

Challenge Preparation:

• Scenario-Based Questions: Anticipate questions like: "How would you handle a situation where a patient needs an urgent referral but the specialist is fully booked?" or "Describe a time you had to deal with conflicting information between a referral and patient records."

• Process Improvement Mindset: Be prepared to discuss how you would approach improving a specific aspect of the referral process, even if it's just a hypothetical scenario.

• Communication Skills: Practice articulating your thoughts clearly and concisely, demonstrating your ability to communicate effectively with patients and colleagues.

📝 Enhancement Note: The application process emphasizes a clear demonstration of relevant skills and experience, particularly regarding EHR usage and customer service in a healthcare environment. The "plain text cover letter" requirement suggests a need for straightforward communication of qualifications.

🛠 Tools & Technology Stack

Primary Tools:

• Epic EHR System: This is a critical tool for managing referrals, patient scheduling, accessing medical records, and updating patient status. Proficiency or demonstrated ability to learn Epic is highly desired.

• Microsoft Office Suite: Standard office applications (Word, Outlook, Excel) will be used for communication, documentation, and basic data management.

• Telephony Systems: For making outbound calls and receiving inbound calls from patients and external clinics.

• Fax Machines/Scanners: For receiving and sending medical documents and referral forms.

Analytics & Reporting:

• Epic Reporting Modules: While this role may not generate complex reports, understanding how to access and interpret information within Epic's reporting functionalities will be beneficial for tracking referral status and patient appointments.

CRM & Automation:

• EHR as CRM: Epic often serves as the primary system for patient relationship management in healthcare settings, tracking interactions and care pathways.

• Workflow Automation within Epic: Familiarity with how Epic automates certain referral and scheduling processes or identifying opportunities for such automation is a plus.

📝 Enhancement Note: The explicit mention of "Epic" and "Epic Referral work queues" makes it the central technology for this role. Candidates should highlight any experience with EHR systems, particularly Epic, or demonstrate a strong aptitude for learning complex software quickly.

👥 Team Culture & Values

Operations Values:

• Excellence: Strive for accuracy and efficiency in all referral management and scheduling tasks, contributing to the high standards of UI Health Care.

• Collaboration: Work effectively with clinic staff, providers, and external partners to ensure seamless patient care coordination.

• Accountability: Take ownership of assigned tasks, ensuring timely follow-through and accurate record-keeping.

• Respect & Welcoming: Interact with patients and colleagues in a professional, courteous, and empathetic manner, reflecting UI Health Care's commitment to a positive environment.

• Empowerment: Contribute to process improvements and take initiative in resolving patient issues within established guidelines.

Collaboration Style:

• Team-Oriented: The role requires close collaboration with fellow administrative staff, clinical teams, and physicians to ensure efficient patient flow.

• Proactive Communication: Regularly communicate with stakeholders to update referral statuses, resolve issues, and coordinate care.

• Feedback Integration: Be open to receiving and providing constructive feedback to colleagues and supervisors to enhance team performance and operational efficiency.

📝 Enhancement Note: The "WE CARE" values are the guiding principles for all employees at UI Health Care. Candidates should be prepared to provide examples of how they embody these values in their work, particularly in areas of excellence, collaboration, and accountability within an operational context.

⚡ Challenges & Growth Opportunities

Challenges:

• High Volume Work Queue: Managing a consistent influx of referrals and testing orders requires strong prioritization and time management skills to prevent backlogs.

• Navigating Complex Systems: Proficiency with Epic, while desired, can be a learning curve. Adapting quickly to system intricacies is key.

• Interpersonal Dynamics: Balancing the needs and schedules of patients, multiple clinics, and providers can be challenging, requiring excellent negotiation and communication skills.

• Information Accuracy: Ensuring the accuracy of medical information, insurance details, and scheduling requests is critical and demands meticulous attention to detail.

Learning & Development Opportunities:

• Epic Certification/Training: UI Health Care often provides internal training for its systems. Pursuing advanced Epic modules related to scheduling and referrals can be a significant development opportunity.

• Medical Terminology Mastery: Further development of medical terminology knowledge can enhance efficiency and understanding of patient needs.

• Process Improvement Initiatives: Opportunities to participate in or lead small-scale process improvement projects within the clinic's referral workflow.

• Customer Service Enhancement: Continuous learning in patient communication strategies and conflict resolution within a healthcare setting.

📝 Enhancement Note: This role presents opportunities to deepen expertise in healthcare administration and patient flow management within a large, complex academic medical center. The challenges are typical of high-volume administrative roles in healthcare, requiring resilience and adaptability.

💡 Interview Preparation

Strategy Questions:

• "Describe your experience managing a high-volume work queue. How do you prioritize tasks when faced with competing demands?" (Focus on organizational skills, prioritization methods, and efficiency strategies.)

• "How have you used an EHR system, such as Epic, to manage patient referrals or appointments? What specific features did you utilize?" (Highlight system navigation, data entry accuracy, and workflow management within an EHR.)

• "Walk me through a time you had to coordinate a patient's care or appointment across multiple departments or external providers. What were the challenges, and how did you overcome them?" (Demonstrate collaboration, problem-solving, and communication skills.)

• "What does 'customer service' mean to you in a healthcare setting, particularly for a role managing patient referrals?" (Emphasize patient-centricity, empathy, and professional communication.) Company & Culture Questions:

• "What do you know about UI Health Care and its mission?" (Research "Changing Medicine. Changing Lives." and the "WE CARE" values.)

• "How do you align with UI Health Care's core values of Welcoming, Excellence, Collaboration, Accountability, Respect, and Empowerment?" (Prepare specific examples for each value.)

• "This role involves working closely with various clinic staff and providers. How do you ensure effective collaboration and communication in such an environment?" (Discuss teamwork and stakeholder management.) Portfolio Presentation Strategy:

• Concise Case Studies: Select 1-2 strong examples from your experience that best showcase your skills in referral management, scheduling, or system utilization. For each, clearly state the situation, your action, and the result (STAR method).

• Quantifiable Results: If possible, present metrics related to efficiency gains, error reduction, or improved patient satisfaction that resulted from your actions.

• System Familiarity: Be prepared to discuss your experience with relevant software, especially EHRs. If you have Epic experience, be ready to elaborate on specific tasks. If not, explain your process for learning new systems and your comfort level with technology.

• Focus on Process Improvement: Highlight any instances where you identified a process gap and proposed or implemented a solution, demonstrating an operational mindset.

📝 Enhancement Note: Interview preparation should focus on demonstrating practical skills in managing administrative workflows, communicating effectively in a healthcare context, and aligning with the organization's core values. Highlighting specific examples using the STAR method will be particularly effective.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the UI Talent Acquisition system.

• Craft a tailored resume: Ensure your resume clearly highlights relevant experience in clerical support, patient scheduling, referral coordination, customer service, and any experience with EHR systems like Epic. Use keywords from the job description.

• Write a focused cover letter: Upload a plain text cover letter that directly addresses how your skills and experience meet the "Minimum Eligibility Requirements" and "Desired Requirements" listed in the job posting. Be specific and provide examples.

• Prepare for interview questions: Review common interview questions for administrative and healthcare roles, focusing on scenarios related to patient interaction, workflow management, and problem-solving. Practice articulating your experiences using the STAR method.

• Research UI Health Care: Familiarize yourself with the University of Iowa Health Care's mission, "WE CARE" values, and its role as an academic medical center. Be ready to discuss how your work ethic and approach align with their culture.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.