PRACTICE CRD 2

UCSF•San Francisco, CA

8d•$34 - $48•Onsite

About The Position

The Practice Coordinator 2 represents the administrative team as the public face of the practice and works with administrative, clinical, and management teams to support practice operations, customer service recovery, and intervention efforts. The role supports administrative functions including CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing, and maintains routine clerical operations and communications. The coordinator follows UCSF House and Telephone Standards and responds sensitively to the needs of patients, staff, and providers. This position requires teamwork, flexibility, independent judgment, prioritization, and problem-solving to facilitate complex transactions and changing practice priorities. The position supports an outpatient care unit by delivering excellent customer service and facilitating accurate information flow among medical staff, hospital staff, and departments. The coordinator may be required to work at any UCSF campus as needed and scheduled. Duties span new and established patient scheduling and coordination, surgery scheduling, revenue cycle and insurance authorizations, front desk operations, phone bank, APeX and other IT workflows, medical records, customer service, performance improvement, and environmental and safety responsibilities. The role may also include lead duties such as addressing escalated operational issues, supporting process improvements, serving as a resource for designated functions, and assisting with staff orientation, training, and oversight.

Requirements

High school graduation or equivalent with four years of related experience; or a college degree and six months of related experience; or an equivalent combination of education and experience.
Successfully pass fingerprinting protocol and be approved as a cash collector, if applicable.
Strong computer and basic keyboarding skills, experience with at least two office software programs such as Outlook, Word, and Excel, and demonstrated ability to navigate multiple patient record systems.
Ability to analyze situations, prioritize workload, develop solutions, and make recommendations.
Ability to work with minimal supervision and exercise good judgment independently, including under deadline pressure.
Excellent customer-service, communication, and interpersonal skills in person and over the telephone.
Basic math skills.
Ability to work effectively with a wide variety of individuals and deal sensitively and effectively with patients.
Excellent organizational and problem-solving skills.
Strong writing skills, including composing, editing, and proofreading a wide variety of documents.
Demonstrated administrative and office-coordination skills.
Demonstrated knowledge of medical practice terminology.
Ability to sit at a computer terminal with telephone headphones for extended periods.
Complete the supervisor-led proficiency checklist within six months of starting, following training, in applicable areas such as referrals, orders, Smart Sets, surgery scheduling, workqueues, test results, CRM and telephone encounters, MyChart, letters, pools, patient lookup, check-in and check-out, notes, and scanning.

Nice To Haves

Demonstrated healthcare experience, which may include medical, dental, or veterinary settings, in patient scheduling, insurance verification, medical-record data abstraction, or patient financial services.
Prior appointment, ancillary service, or surgical scheduling experience, or a combination of these.
Spanish, Cantonese, or Russian bilingual or multilingual capability.
Prior experience with EPIC.

Responsibilities

Review referral workqueues, document referral activity, serve as a primary contact for referring physicians and new patients, create and maintain referral records, assign patients to providers, and schedule and register new patients.
Verify insurance and referral or authorization information, coordinate pre-appointment tests, explain first-visit procedures, prepare and send new-patient information, provide directions, and manage patient expectations.
Secure and review outside medical records, imaging, and pathology materials; prioritize complex patient scheduling based on diagnosis and treatment status; and coordinate consultations, clinical trials, screening, and multidisciplinary care.
Coordinate outpatient and inpatient surgeries, pre-surgical testing and anesthesia appointments, hospital admissions, operating-room resources, authorizations, billing updates, and post-surgical appointments and services.
Perform revenue-cycle duties including cash collection and deposits, explaining financial policies, answering account questions, obtaining authorizations, supporting accurate billing, working denial and information queues, and assisting with DME and medication authorizations.
Review complex authorizations, insurance benefits, denial trends, billing complaints, and revenue-cycle data; prepare reports, identify workflow improvements, coach staff on complex authorizations, and support cash-collection improvements.
Perform front desk functions including welcoming and registering patients, collecting co-pays and other payments, maintaining reception areas, monitoring patient wait times, resolving service issues, and assisting patients with check-in kiosks.
Develop and analyze front desk productivity reports and support improvements in co-pay collection, payer-plan capture, staff coaching, and workflows.
Schedule established patient appointments and coordinate care across providers and departments; answer schedule and practice-policy questions; triage telephone calls; route messages and urgent needs; follow up on missed appointments; and cover team in-baskets and phone messages as needed.
Provide administrative support to providers and patients, including letters, educational materials, test results, forms, complex care coordination, procedures, testing, referrals, and follow-up paperwork.
Use APeX and related systems to manage referrals, CRM messages, telephone encounters, workqueues, MyChart communications, SmartPhrases, letters, outside test results, orders, Smart Sets, appointment scheduling, and related patient-care workflows.
Respond to patient calls and online appointment requests, schedule appointments using Cadence, document calls in EPIC CRM, convert messages to telephone encounters when appropriate, and use protocols to identify urgent or emergent symptoms requiring clinician involvement.
Prepare, file, track, scan, and import patient records and related materials; maintain confidentiality and comply with HIPAA and medical-record policies.
Participate in team meetings, training, performance-improvement projects, customer-service initiatives, and Patient-Centered Medical Home activities; provide training to new hires and support coverage as needed.
Comply with infection-control, safety, administrative, and clinical procedures; report malfunctioning equipment and unsafe conditions; follow ergonomic recommendations; and serve as practice deputy for life-safety activities and drills.
Provide courteous, timely patient and internal customer service, handle front-line complaints, communicate provider delays, support service recovery, and suggest operational improvements.
When assigned lead duties, resolve escalated operational issues, advise management and lead process-improvement actions, act as a resource for designated functions, provide staff feedback, and support staff orientation, training, and oversight.
Maintain a neat and safe work environment, protect equipment and the physical environment, and perform other assigned clerical or related duties.