Practice CRD 2

UCSF•San Francisco, CA

4d•$32 - $46•Onsite

About The Position

As a patient-focused organization, UCSF Medical Center exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. UCSF Medical Center seeks faculty and staff that are committed to the values of professionalism, respect, integrity, diversity, and excellence that are integral to our mission. The Practice Coordinator 2 is primarily responsible for representing the administrative team as the public face of the Practice and works closely with the administrative, clinical and management teams to support practice operations and customer service recovery and intervention efforts. They/Them provides support to all functions of the administrative teams including but not limited to: CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The PC 2 is responsible for the maintenance of all routine clerical operations and communications. They/Them adheres to the UCSF House and Telephone Standards and is sensitive to the needs of patients, staff and providers at all times. The PA 2 is a team player who works closely with others and who is flexible in dealing with the changing priorities. They/Them is a self-reliant individual who synthesizes their knowledge of practice operations in order to problem-solve, prioritize and facilitate complex transactions in the course of their daily activities. This position makes a difference for patients in an outpatient care unit by providing excellent customer service, facilitating and ensuring the accuracy of the information flow between medical, hospital staff and departments to maximize unit efficiency. The PC2 is required to work at any UCSF campus as needed and scheduled.

Requirements

High School graduate or equivalent with four years related experience; or college degree and 6 months related experience; or equivalent combination of education and experience.
Successfully passes fingerprinting protocol and is approved to be a cash collector if applicable.
Strong computer skills, including basic keyboarding skills, and experience with at least two Office-type software programs (i.e., Outlook, Word and Excel).
Proven ability to navigate through multiple patient records systems.
Able to sit at a computer terminal with telephone headphones for extended period of time.
Ability to analyze situations, prioritizes, and develops solutions and makes recommendations.
Ability to work with minimal supervision.
Ability to use good judgment and work independently, at times under the pressure of deadlines.
Excellent customer service and communication/interpersonal skills, both over the telephone and directly.
Basic math skills required.
Proven ability to deal with a wide variety of individuals.
Ability to deal sensitively and effectively with patients.
Excellent organizational and problem-solving skills.
Strong writing skills to include the ability to compose, edit, and proof a wide variety of documents.
Demonstrated administrative/office coordination skills.
Demonstrated knowledge of medical practice terminology.
Within six months of start date, based upon completion of training, the Supervisor, completes the proficiency checklist with the employee. This includes the following areas if applicable: Referrals (Incoming referral entry) and handling all referral WQs, Pend orders, Pend smart sets, Schedule surgeries, Work applicable work queues, Enter/edit outside test results, Messaging (CRM) if applicable, 2nd calls in CRM if applicable, Telephone encounters, My open encounter, Staff message, New message, Route Patient advice request to providers (My Chart), Patient Schedule (My Chart), Letters, Pools, Patient look up, Check in process, Check out process, Comment field, Quick note, Scanning.

Nice To Haves

Demonstrated experience in health care (may include medical, dental or veterinary) in the following areas: patient scheduling, insurance verification, medical record data abstraction, or patient financial services.
Prior experience with appointment, ancillary service or surgical scheduling or a combination of all three.
Bi-lingual or multi-lingual capability (Spanish, Cantonese, and Russian) strongly preferred.
Prior experience with EPIC.

Responsibilities

New Patient Scheduling and Processing: Reviews and works referral workqueues, acts as primary contact for referring physicians and new patients, maintains electronic logs for external referrals, assigns new patients to providers, schedules and registers patients, collects and verifies insurance and referral/authorization information, schedules and coordinates pre-appointment tests, explains first appointment procedures, gives directions and instructions to patients, manages patient expectations, creates a professional and positive first impression.
Surgery Scheduling: Coordinates scheduling of all outpatient and inpatient surgeries, ensures procedures are scheduled within a clinically appropriate timeframe, interfaces with patients, physicians, and hospital staff, coordinates surgical activities with physician's other responsibilities, processes complex hospital admission forms, schedules pre-surgical tests and appointments, secures necessary resources and equipment, confirms availability and accuracy of medical information, secures authorization for surgical procedures.
Revenue Cycle: Performs cash collection and depositing functions, communicates administrative and financial policies to patients, obtains and documents insurance authorizations, demonstrates competency working with CPT codes and ICD-9 and ICD-10, monitors provider(s) open charts and encounters, works RFI workqueues, secures authorization for procedures, specialty visits and ancillary testing.
Check in / Front Desk: Greets and welcomes patients, determines and collects co-pay obligations, prioritizes timely registration of patients, communicates with patients in a confidential professional manner, monitors and maintains the reception area, performs customer service intervention for waiting patients, assists patients with Kiosk use.
Cadence Template Builder: Creates Cadence schedule templates for providers, ensures templates are user-friendly and promote consistent clinic access, generates reschedule reports in Cadence.
Administrative and Patient Care Coordination Responsibilities: Schedules established patient appointments using Apex, understands the distinction of each medical practice, coordinates appointments with multiple providers, discusses practice policies and procedures, answers questions about provider schedules, screens telephone calls, utilizes legacy systems and Apex to retrieve patient data, follows practice procedure for follow-up of missed appointments, covers Apex in-baskets and phone messages, adjusts priorities as required, provides administrative support to providers, schedules procedures and tests, collaborates with clinical staff in problem-solving patient needs, assists in maintaining current filing and scanning, understands multiple clinical symptoms and their escalation levels, provides advanced customer service skills with medication-dependent patients.
APeX and IT Specific Skills: Enters new incoming referrals and authorization information, updates and closes CRM messages, opens, documents, routes, and closes telephone encounters, works applicable APeX workqueues, creates and sends administrative communications via MyChart, creates SmartPhrase templates, creates and routes patient letters, encourages use of the check-in kiosk and troubleshoots issues, modifies order class of labs, performs advanced appointment scheduling, supports Patient-Centered Medical Home guidelines.
Phone Bank: Responds to telephone calls from patients, utilizes EPIC Appointment Scheduling System (Cadence) to schedule appointments, documents call information in EPIC CRM, converts CRM messages to telephone encounters, responds to patient's online Web appointment requests, utilizes Phone Bank protocols to determine when to involve a clinician.
General Performance: Pulls and prepares charts, files patient-related information, scans and imports patient records, upholds UCSF Medical Center policy regarding confidentiality, participates in team building, attends training classes, works with supervisor and co-workers to ensure practice responds to patient care needs, complies with Medical Center and Ambulatory Services procedures, fills in for other co-workers, maintains provider calendars, assists with delivery and maintenance of patient care in primary care settings, acts as coordinator for patient needs in primary care, provides training for new hires.
Environmental Responsibilities: Reports malfunctioning equipment, complies with recommendations made by ergonomic specialists, complies with infection control policies, serves as practice deputy for life/safety activities.
Customer Service Outreach: Deals directly with patients, responds promptly and courteously to inquiries, handles front-line patient complaints, supports performance improvement initiatives, obtains and evaluates relevant information, is a strong team player, notifies providers of patient delays, communicates provider delays, offers suggestions for improvement, leads by example in professional appearance and demeanor, seeks opportunities to improve patient convenience.
Living Pride Standards: Demonstrates service excellence by following the Everyday PRIDE Guide, uses effective communication skills, exhibits tact and professionalism, demonstrates understanding of and adherence to privacy, confidentiality, and security policies, demonstrates understanding of and adherence to safety and infection control policies, assumes accountability for improving quality metrics.
Work Environment: Keeps working areas neat and orderly, picks up and disposes of litter, posts flyers and posters in designated areas only, knows where the Environment of Care Manual is kept, protects the physical environment and equipment.
Other Functions and Responsibilities: Demonstrates innovation and flexibility, schedules appropriate Ancillary Orders when processing external images, screens LifeImage errors, sends electronic imaging requests to the correct facility, performs other duties as assigned, performs other clerical duties as assigned.