Practice Coordinator 2

University of California, San Francisco•San Francisco, CA

20h•Onsite

About The Position

This is a temporary assignment (3 months) with potential to extend. The role is fully onsite. The Practice Coordinator (PC) serves as a key administrative and customer service representative for the practice, acting as a primary point of contact for patients while supporting efficient day-to-day clinic operations. The PC works closely with administrative, clinical, and management teams to coordinate communication and information flow between patients, providers, staff, and departments. Responsibilities include managing CRM messages, telephone encounters, referrals, APeX In-Baskets, scanning, filing, authorizations, billing support, and other routine clerical functions. The role requires strong customer service, communication, organization, problem-solving, and prioritization skills, as well as the ability to work independently, collaborate effectively, and adapt to changing priorities. The PC is expected to provide professional and patient-focused service while demonstrating UCSF’s PRIDE values and may be required to work across UCSF campuses as needed.

Requirements

High school diploma/equivalent + 4 years of related experience OR College degree + at least 6 months of related experience OR An equivalent combination of education and experience
Strong administrative/office coordination experience.
Strong computer skills and ability to navigate multiple patient record systems.
Experience with at least two Microsoft Office-type programs, such as Outlook, Word, or Excel.
Strong written communication, including composing, editing, and proofreading documents.
Basic math skills.
Familiarity with medical practice terminology.
Excellent customer service and interpersonal skills, both by phone and in person.
Ability to work effectively and sensitively with patients.
Comfortable interacting with a wide variety of individuals.
Strong professional verbal and written communication.
Excellent organizational and problem-solving skills.
Ability to analyze situations, prioritize competing responsibilities, and develop solutions.
Strong judgment and ability to make recommendations when appropriate.
Ability to work independently with minimal supervision.
Comfortable working under deadlines and managing a high-volume workload.

Nice To Haves

Patient or appointment scheduling
Insurance verification
Medical records/data abstraction
Patient financial services
Ancillary or surgical scheduling
Epic/APeX
Bilingual/multilingual skills, particularly Spanish, Cantonese, or Russian

Responsibilities

Manage new and established patient scheduling, registration, referrals, and intake.
Review referral workqueues and ensure accurate documentation and tracking.
Verify insurance, authorizations, patient information, and required records.
Coordinate pre-appointment testing, procedures, and appointments across multiple providers.
Communicate appointment instructions, expectations, and practice procedures to patients.
Follow up on missed appointments and help address urgent scheduling needs.
Greet and check in patients while maintaining efficient clinic flow.
Collect co-pays and assist with patient account questions.
Monitor waiting areas and proactively address delays or service concerns.
Handle patient complaints professionally and escalate when appropriate.
Provide high-level customer service to patients, families, referring providers, and internal teams.
Schedule appointments using APeX/Epic Cadence and follow complex scheduling protocols.
Manage APeX workqueues, In Baskets, CRM messages, telephone encounters, and MyChart communications.
Process incoming referrals and authorization information.
Create patient letters and administrative communications.
Scan/import medical records and maintain accurate patient documentation.
Pend appropriate orders, referrals, procedures, and medication refill requests for provider review.
Handle high-volume patient calls and online appointment requests.
Screen calls for urgent needs and route clinical concerns appropriately.
Document telephone encounters accurately in Epic.
Coordinate with clinical staff when patients require same-day or urgent assistance.
De-escalate challenging interactions and involve leadership when necessary.
Obtain insurance authorizations for visits, procedures, specialty services, medications, DME, and ancillary testing.
Understand CPT and ICD coding as it relates to scheduling and authorization.
Work billing/RFI queues and help resolve missing information or authorization issues.
Support accurate encounter documentation and other revenue-cycle workflows.
Collect payments and follow applicable financial policies.
Coordinate inpatient and outpatient surgeries.
Schedule pre-surgical testing and appointments.
Coordinate OR availability, equipment, resources, and complex joint cases.
Communicate surgical logistics among patients, physicians, clinical staff, and hospital departments.
Maintain provider calendars and scheduling templates.
Assist providers with administrative aspects of patient care.
Coordinate records, forms, test results, patient letters, and other documentation.
Provide coverage for absent team members and adjust priorities based on clinic needs.
Train new staff and support new workflows and initiatives.