Clerk III - UI Health Care Davenport Urgent Care 75%25 Evenings

📍 Job Overview

Job Title: Clerk III - UI Health Care Davenport Urgent Care 75%25 Evenings Company: University of Iowa Location: Davenport, Iowa, United States Job Type: Part-time, Regular Category: Healthcare Administration / Operations Support Date Posted: August 19, 2025 Experience Level: Entry to Mid-Level (implied by requirements) Remote Status: On-site

🚀 Role Summary

• This role is crucial for front-desk operations within a high-volume urgent care setting, focusing on patient reception and administrative support.
• The position requires efficient patient check-in and check-out processes, alongside appointment scheduling, directly impacting patient flow and satisfaction.
• A key aspect involves managing multi-line phone systems and providing exceptional customer service to a diverse range of patients and healthcare professionals.
• The role necessitates accurate data entry into the EPIC system, ensuring comprehensive patient demographic and referral information is captured.

📝 Enhancement Note: While the job title "Clerk III" might suggest a basic administrative role, the mention of "EPIC system" and "urgent care setting" indicates a need for proficiency in healthcare-specific administrative processes and patient management software. The "75%25" designation signifies a 30-hour work week, which is common for part-time roles but should be clarified as 30 hours. The "Evenings" schedule points towards a need for reliability during specific operational hours.

📈 Primary Responsibilities

• Greet and check-in patients, collecting accurate demographic and insurance information, and entering it into the hospital's EPIC system with meticulous attention to detail.
• Efficiently check-out patients, ensuring all necessary documentation is completed and any follow-up appointments are scheduled according to clinic protocols.
• Manage clinic appointment scheduling via phone and in-person, utilizing the EPIC system to optimize provider schedules and patient access.
• Respond to multi-line phone calls promptly and professionally, directing inquiries to the appropriate departments or personnel, and providing information as needed.
• Maintain effective communication channels with various internal divisions, including clinical staff, billing departments, and other administrative teams, to ensure seamless patient care coordination.
• Perform miscellaneous clerical duties as assigned, which may include filing, copying, data management, and supporting other administrative functions within the urgent care clinic.
• Adhere to all University of Iowa Health Care policies and procedures, particularly those related to patient registration, data privacy (HIPAA), and customer service standards.

📝 Enhancement Note: The responsibilities highlight a blend of direct patient interaction and administrative system management. Candidates should emphasize their experience with patient flow, data accuracy in EMR/EHR systems, and customer service in a fast-paced environment. The requirement to alternate duties implies a need for flexibility and cross-training.

🎓 Skills & Qualifications

Education:

• High school diploma or equivalent required.
• Any combination of related clerical office experience, related undergraduate education, and/or post-high school clerical training equivalent to two years of full-time employment.

Experience:

• Demonstrable experience in a public contact, customer service role, preferably within a healthcare setting.
• Experience with patient registration, scheduling, and front-desk operations in a clinic or hospital environment is highly desirable.

Required Skills:

• EPIC System Proficiency: Demonstrated ability to navigate and utilize the EPIC Electronic Health Record (EHR) system for patient registration, scheduling, and data entry.
• Customer Service Excellence: Proven track record of providing outstanding service to patients and visitors in a professional and empathetic manner, handling inquiries and resolving issues effectively.
• Clerical and Administrative Skills: Strong organizational abilities, proficiency in general office procedures, and accuracy in data management and record-keeping.
• Communication Skills: Excellent verbal and written communication skills for interacting with patients, physicians, and internal staff, including the ability to handle multi-line phone systems.
• Multi-tasking and Prioritization: Ability to manage multiple tasks simultaneously in a fast-paced environment, prioritizing effectively to meet operational demands.
• Problem-Solving: Aptitude for identifying and resolving issues related to patient registration, scheduling, and front-desk operations.

Preferred Skills:

• Medical Terminology: Familiarity with medical terminology to accurately process patient information and understand clinical requests.
• Healthcare Setting Experience: Prior direct customer service experience within a medical clinic, hospital, or urgent care environment.
• Data Entry Accuracy: High degree of accuracy and attention to detail in entering patient demographic, insurance, and referral information.
• Driver's License: Possession of a valid driver's license and ability to meet UI Fleet Safety Standards, indicating potential need for inter-clinic travel or support.

📝 Enhancement Note: The "combination of experience and education" requirement suggests flexibility for candidates with strong practical skills even if formal education is less extensive. Highlighting specific achievements in customer service or EHR system usage will be critical. The driver's license requirement might imply occasional travel between associated clinics, which should be confirmed.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Patient Registration Workflow: Documentation demonstrating understanding and execution of patient registration processes, including data collection, verification, and system entry.
• Scheduling Process Optimization: Examples of how you've contributed to efficient appointment scheduling, potentially showcasing improved patient access or reduced wait times.
• EPIC System Usage Examples: Screenshots or descriptions of your proficiency in using EPIC for tasks like patient check-in, demographic updates, and appointment management.
• Customer Service Protocols: Evidence of adhering to or developing customer service standards in a patient-facing role, highlighting patient satisfaction metrics if available.

Process Documentation:

• Patient Flow Management: Showcase understanding of patient movement through the clinic from arrival to departure, including check-in, waiting, service, and check-out phases.
• Data Integrity Procedures: Detail how you ensure the accuracy and completeness of patient data entered into systems like EPIC, including verification steps.
• Communication Protocols: Examples of how you manage communication between patients, clinical staff, and other departments to ensure smooth operations and information flow.

📝 Enhancement Note: While a formal "portfolio" might not be expected for this role, candidates should be prepared to discuss specific examples of their work during the interview process that demonstrate these skills. This could include describing how they handled a complex patient registration or managed a challenging customer interaction. Focus on processes related to patient intake and scheduling.

💵 Compensation & Benefits

Salary Range:

• The University of Iowa uses a pay grade system. This position is listed as Pay Grade 08. For the University of Iowa system, Pay Grade 08 typically falls within an hourly range of approximately $17.00 - $22.00 per hour, depending on experience and qualifications.
• As a 75%25 (30 hours/week) position, the annual salary would be proportionally adjusted.

Benefits:

• Paid Time Off: Includes paid vacation and sick leave.
• Insurance Options: Comprehensive health, dental, life, and disability insurance options are available.
• Retirement: Generous employer contributions into retirement plans are provided.
• Professional Development: Access to resources and potential for growth within the University of Iowa Health Care system.
• Employee Assistance Program: Support services for employees and their families.

Working Hours:

• Schedule: Monday - Friday, 3:00 PM - 9:00 PM.
• Total Hours: 30 hours per week (75%25 employment).
• Flexibility: No weekends are scheduled for this specific role, providing a predictable evening work schedule.

📝 Enhancement Note: The salary is estimated based on typical university pay scales for administrative roles at this level in Iowa. Candidates should verify the specific pay rate for Pay Grade 08 with the University of Iowa Human Resources. The benefits package is standard for university employees and is a significant draw for long-term employment. The evening schedule is a key differentiator for this role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare (Academic Medical Center) Company Size: Very Large (The University of Iowa employs over 12,000 employees, students, and volunteers across its health care system). Founded: The University of Iowa was founded in 1847, with its Health Care system evolving significantly over time to become a comprehensive academic medical center.

Team Structure:

• This role likely operates within the administrative support team of the UI Health Care Davenport Urgent Care clinic.
• The team structure would include other clerical staff, potentially scheduling coordinators, medical assistants, nurses, and clinic management.
• Collaboration is expected with clinical staff (nurses, physicians) to ensure efficient patient throughput and care delivery.

Methodology:

• The University of Iowa Health Care emphasizes patient-centered care, driven by the "Changing Medicine. Changing Lives." mission.
• Operations are guided by the "WE CARE" core values: Welcoming, Excellence, Collaboration, Accountability, Respect, and Empowerment.
• Data-driven decision-making is implied through the use of the EPIC system for patient management and operational tracking.

Company Website: https://uiowa.edu/ and https://uihc.org/

📝 Enhancement Note: The "WE CARE" values are central to the organizational culture and should be reflected in how candidates present themselves. They signal a commitment to patient well-being, teamwork, and ethical conduct. The large size of the university implies structured processes and opportunities for advancement.

📈 Career & Growth Analysis

Operations Career Level: This is an entry to mid-level administrative support role within the healthcare operations domain. It provides foundational experience in patient administration, EMR systems, and clinic workflow.

Reporting Structure:

• The Clerk III will likely report to an Office Manager, Clinic Supervisor, or a Department Administrator within the UI Health Care Davenport Urgent Care operations.
• Direct interaction and collaboration with nursing and medical staff are expected to facilitate daily operations.

Operations Impact:

• This role directly influences the patient experience by ensuring smooth and efficient registration and scheduling processes.
• Accurate data entry and effective communication contribute to the overall operational efficiency and revenue cycle management of the urgent care clinic.
• By managing patient flow, the role supports the clinical team's ability to provide timely and quality care.

Growth Opportunities:

• Skill Development: Opportunity to gain expertise in the EPIC system, medical terminology, and healthcare administrative best practices.
• Career Advancement: Potential to move into roles such as Senior Clerk, Patient Service Representative, Medical Secretary, or other administrative positions within UI Health Care.
• Cross-Training: Possibility of cross-training in other administrative functions or departments within the university's health system.
• Specialization: Development of specialized skills in areas like patient billing, insurance verification, or medical records management.

📝 Enhancement Note: Candidates should express interest in growing within UI Health Care and highlight how this role serves as a stepping stone for their career aspirations in healthcare administration or operations. Mentioning a desire to master EPIC and contribute to process improvements would be beneficial.

🌐 Work Environment

Office Type: This is an on-site position within a busy, fast-paced urgent care clinic environment. Office Location(s): Primarily based at the UI Health Care Davenport Urgent Care clinic, with potential to support surrounding clinics based on clinical need and hours.

Workspace Context:

• The work environment is a front desk/reception area, requiring constant interaction with patients and staff.
• It is a public-facing role, demanding professionalism and composure, especially during peak times or when dealing with patient concerns.
• The setting involves a high volume of activity, requiring efficient multitasking and the ability to remain organized amidst frequent interruptions.
• Collaboration with clinical staff (nurses, physicians) is integral to managing patient flow and ensuring seamless care transitions.

Work Schedule:

• The schedule is fixed: Monday through Friday, 3:00 PM to 9:00 PM.
• This is a part-time role, totaling 30 hours per week.
• The consistent evening hours offer a predictable schedule outside of typical daytime business hours.

📝 Enhancement Note: Candidates should demonstrate an understanding of the demands of a clinic reception environment, including the need for a positive attitude, resilience under pressure, and strong interpersonal skills. The specific evening hours are a key factor for candidates to consider.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely involves a review of submitted resumes and cover letters by HR or the hiring manager to assess basic qualifications.
• Phone/Video Interview: An initial conversation to discuss experience, skills, and suitability for the role, focusing on customer service and EPIC experience.
• On-Site Interview: May involve meeting with the hiring manager and potentially other team members to assess cultural fit, hands-on skills, and problem-solving abilities. This could include a practical assessment or scenario-based questions.
• Reference Checks: Standard background and reference checks will be conducted.

Portfolio Review Tips:

• While a formal portfolio isn't explicitly requested, be prepared to discuss specific examples of your work that demonstrate your skills.
• Resume & Cover Letter: Ensure these documents clearly highlight relevant experience with patient check-in/out, scheduling, customer service, and any experience with EMR/EHR systems (especially EPIC). Use action verbs and quantify achievements where possible (e.g., "Managed daily patient check-in for an average of 50 patients," "Improved scheduling accuracy by X%").
• Scenario-Based Responses: Practice answering questions about how you would handle common situations, such as dealing with a difficult patient, managing a long wait time, or resolving a scheduling conflict.
• EPIC Knowledge: Be ready to articulate your experience with EPIC, even if it's basic data entry or navigation. If you have no direct EPIC experience, emphasize your ability to learn new software quickly.

Challenge Preparation:

• Customer Service Scenarios: Prepare for questions that test your customer service skills, such as "How would you handle an angry patient?" or "Describe a time you went above and beyond for a customer."
• Problem-Solving: Be ready to discuss how you would approach situations like identifying patient information discrepancies or resolving scheduling errors.
• Teamwork: Prepare to discuss your experience working collaboratively with colleagues in a team environment.

📝 Enhancement Note: The application requires a resume and a plain text cover letter. This is a specific format requirement that candidates must adhere to. The cover letter should directly address the qualifications outlined in the job description. Emphasize the "plain text" aspect, meaning no rich formatting, to ensure compatibility with applicant tracking systems.

🛠 Tools & Technology Stack

Primary Tools:

• EPIC System: The core Electronic Health Record (EHR) and patient management system used for all patient-related data, registration, scheduling, and potentially billing inquiries. Proficiency or a demonstrated ability to learn EPIC is essential.
• Multi-line Phone System: Standard office equipment for managing incoming and outgoing calls, requiring efficient call handling and routing.
• Standard Office Software: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) for general administrative tasks, documentation, and communication.

Analytics & Reporting:

• While not a primary analytical role, data entry accuracy in EPIC contributes to downstream reporting on patient volume, wait times, and operational efficiency.

CRM & Automation:

• EPIC often includes CRM-like functionalities for patient relationship management.
• Automation may be present in system workflows for reminders or data processing, but the role is primarily focused on manual execution within these systems.

📝 Enhancement Note: A strong emphasis is placed on EPIC. If a candidate lacks direct EPIC experience, they should highlight transferable skills from other EMR/EHR systems or demonstrate a strong aptitude for learning new complex software quickly. The ability to manage a multi-line phone system is also a key technical requirement.

👥 Team Culture & Values

Operations Values:

• Patient-Centricity: A core value is providing a welcoming and respectful environment for all patients, aligning with the "Welcoming" and "Respect" WE CARE values.
• Excellence in Service: Striving for accuracy and efficiency in all tasks, reflecting the "Excellence" value, particularly in patient registration and scheduling.
• Collaboration: Working effectively with clinical and administrative teams to ensure smooth clinic operations, embodying the "Collaboration" value.
• Accountability: Taking responsibility for accurate data entry and adherence to protocols, aligning with the "Accountability" value.
• Empowerment: Contributing to a positive patient experience and potentially identifying areas for process improvement, reflecting the "Empowerment" value.

Collaboration Style:

• Expect a collaborative environment where the front desk team works closely with nursing and medical staff to manage patient flow.
• Communication will be frequent, both verbal and via the EPIC system, to coordinate patient care and address immediate needs.
• A team-oriented approach is crucial for handling the demands of a busy urgent care clinic.

📝 Enhancement Note: Candidates should demonstrate how their personal work style aligns with the WE CARE values. Highlighting experiences where they collaborated effectively with medical professionals or prioritized patient needs will be beneficial.

⚡ Challenges & Growth Opportunities

Challenges:

• High Patient Volume: Managing a constant influx of patients, especially during peak hours, requires effective time management and stress resilience.
• Diverse Patient Needs: Handling inquiries and issues from patients with varying levels of health literacy, emotional states, and administrative needs.
• System Complexity: Mastering the intricacies of the EPIC system and adapting to any updates or changes in its functionality.
• Balancing Tasks: Juggling multiple responsibilities simultaneously, such as answering phones, checking in patients, scheduling appointments, and addressing walk-in inquiries.

Learning & Development Opportunities:

• EPIC Certification/Training: Opportunities to deepen expertise in the EPIC system, potentially leading to specialized roles.
• Healthcare Administration Skills: Developing a strong foundation in healthcare operations, patient flow, and administrative best practices within an academic medical center.
• Customer Service Enhancement: Refining communication and problem-solving skills in a demanding patient-facing environment.
• Internal Mobility: The large size of UI Health Care offers potential pathways for advancement into other administrative or patient support roles.

📝 Enhancement Note: Candidates should acknowledge these challenges and frame them as opportunities for growth and skill development. Demonstrating a proactive approach to learning and problem-solving will be advantageous.

💡 Interview Preparation

Strategy Questions:

• Patient Registration Scenario: "Describe your process for checking in a new patient, including gathering demographic and insurance information and entering it into an EHR system like EPIC." Focus on accuracy, thoroughness, and patient interaction.
• Customer Service Challenge: "Tell me about a time you had to deal with a difficult or upset patient. How did you handle it, and what was the outcome?" Prepare a STAR method response emphasizing empathy, de-escalation, and problem resolution.
• Scheduling Process: "How would you prioritize scheduling appointments when a clinic is experiencing high demand and multiple patient requests?" Highlight organizational skills and understanding of urgency.
• Teamwork and Collaboration: "How do you ensure effective communication with clinical staff (nurses, doctors) to facilitate patient care?" Emphasize clear, concise communication and understanding of roles.

Company & Culture Questions:

• WE CARE Values: "How do you embody the WE CARE values in your work, particularly 'Welcoming' and 'Respect'?" Be ready to give specific examples.
• University of Iowa Health Care: "What do you know about UI Health Care and why are you interested in working here?" Research the mission, values, and reputation.
• Evening Shift: "Are you comfortable and able to work the specified evening hours (3:00 PM - 9:00 PM, Monday-Friday)?" Confirm availability and commitment.

Portfolio Presentation Strategy:

• Resume and Cover Letter: Ensure your resume and cover letter are tailored to this role, using keywords from the job description (EPIC, patient registration, customer service, scheduling).
• STAR Method: Be prepared to use the STAR method (Situation, Task, Action, Result) to answer behavioral questions, providing concrete examples of your past performance.
• EPIC Experience: If you have EPIC experience, be ready to detail the specific functions you performed. If not, emphasize your ability to quickly learn and adapt to new software systems.
• Highlight Soft Skills: Focus on showcasing your communication, problem-solving, and interpersonal skills, as these are critical for a front-desk role.

📝 Enhancement Note: The emphasis on a "plain text cover letter" is crucial. Candidates should ensure their cover letter is saved and submitted in a plain text format (.txt) to meet the application requirements. This might require copying content from a word processor and pasting it into a plain text editor.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided URL: https://uiowa.taleo.net/careersection/2b/jobdetail.ftl?job=25004873&lang=en
• Resume and Cover Letter Preparation: Craft a resume that clearly details your relevant clerical, customer service, and administrative experience. Crucially, prepare a plain text cover letter that directly addresses how your qualifications meet both the required and desired criteria listed in the job description.
• EPIC Proficiency Showcase: If you have experience with EPIC or similar EMR/EHR systems, highlight this prominently in your resume and cover letter. If not, emphasize your strong aptitude for learning new software and your commitment to mastering the system.
• Customer Service Examples: Be ready to articulate specific examples of your customer service skills, particularly in a fast-paced or challenging environment, during the interview stage.
• Company Research: Familiarize yourself with the University of Iowa Health Care's mission, "WE CARE" values, and operations to demonstrate your understanding and alignment during the interview.

⚠️ 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.