Practice Crd 2

University of California, San Francisco•San Francisco, CA

About The Position

The Practice Coordinator 2 represents the practice’s administrative team as its public face and supports practice operations, customer service recovery, and intervention efforts in collaboration with administrative, clinical, and management teams. The role handles routine clerical operations and communications, including messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The coordinator follows UCSF House and Telephone Standards and provides respectful, sensitive service to patients, staff, and providers. The position requires flexibility, teamwork, independent problem-solving, and the ability to prioritize complex transactions as practice needs change. The role supports outpatient care by providing excellent customer service and ensuring accurate information flow among medical staff, hospital staff, and departments. Duties span new-patient intake and scheduling, referral management, surgical coordination, revenue-cycle and authorization work, front-desk operations, patient-care coordination, APeX and phone-bank functions, records management, and customer-service outreach. Depending on practice assignment, the coordinator may also support primary care and Patient-Centered Medical Home activities, serve as an APeX SuperUser or practice resource, and help train staff. The position may be required to work at any UCSF campus as needed and scheduled. The coordinator maintains patient confidentiality and follows HIPAA, safety, infection-control, Medical Center, and applicable regulatory requirements. The role participates in team and performance-improvement activities, supports service standards, and performs other assigned duties.

Requirements

High school graduate 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, with experience using at least two office software programs such as Outlook, Word, or Excel.
Ability to navigate multiple patient record systems.
Ability to sit at a computer terminal with telephone headphones for extended periods.
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 sensitively and effectively with a wide variety of individuals, including patients.
Excellent organizational and problem-solving skills.
Strong writing skills, including composing, editing, and proofreading a wide variety of documents.
Demonstrated administrative or office-coordination skills.
Demonstrated knowledge of medical-practice terminology.
Complete applicable APeX proficiency checklist areas within six months of start date, based on training and assigned duties.

Nice To Haves

Experience in health care, which may include medical, dental, or veterinary settings, in 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 these areas.
Bilingual or multilingual capability; Spanish, Cantonese, and Russian are strongly preferred.
Prior experience with EPIC.

Responsibilities

Review referral workqueues, document referral activity, coordinate with referring physicians and new patients, and maintain referral records and tracking logs.
Schedule and register new and established patients, coordinate pre-appointment tests and appointments, explain visit procedures, provide directions and practice information, and ensure intake paperwork is completed.
Obtain and review outside medical records, imaging, and pathology materials; prioritize complex new-patient appointments and coordinate consultations, clinical trials, and care across disciplines when appropriate.
Coordinate outpatient and inpatient surgeries, including operating-room time, pre-surgical testing, anesthesia appointments, authorizations, admissions, discharge planning, required resources, and post-surgical appointments and services.
Coordinate surgical authorizations and billing-related updates, confirm accuracy of patient information in APeX, and communicate with patients, physicians, hospital staff, and billing teams about surgical services.
Perform revenue-cycle duties, including cash collection and deposits when assigned, insurance verification and authorization work, responding to denials and information requests, and supporting accurate billing workflows.
Secure complex authorizations for services, medications, and testing; track renewals; review denial and billing-complaint patterns; compile basic revenue-cycle reports; and support workflow improvements and staff coaching.
Greet and check in patients, collect co-pays or account payments as applicable, support timely registration and clinic flow, maintain the reception area, assist with kiosks, and address waiting-room service issues.
Support front-desk operations, referral processing, authorization coordination, cash deposits, durable medical equipment oversight, scheduling, and related productivity reporting and staff coaching.
Create and manage provider Cadence schedule templates and reschedule reports when required by the practice.
Schedule appointments and tests, triage calls and messages, route urgent or same-day requests appropriately, support providers with patient-care communications, and coordinate follow-up and missed-appointment procedures.
Coordinate complex patient-care needs, including referrals, testing, home care, physical therapy, durable medical equipment, disability or workers’ compensation paperwork, and parallel care pathways.
Use APeX and related systems to enter and manage referrals, CRM messages, telephone encounters, workqueues, MyChart communications, letters, outside test results, orders, Smart Sets, and appointment scheduling functions as applicable.
Respond to patient calls and online appointment requests, document calls in the EPIC CRM, schedule appointments in Cadence, and use phone-bank protocols to involve clinicians for urgent or emergent symptoms.
Prepare and scan patient records, maintain files and provider calendars, track and return outside materials, and protect the confidentiality and security of medical records and patient information.
Participate in team meetings, training, performance-improvement and customer-service initiatives, and practice coverage; provide training and orientation to staff when assigned.
Support Patient-Centered Medical Home activities in primary care settings, including patient follow-up, referral continuity, access, and coordination of patient needs.
Report equipment malfunctions and unsafe conditions, follow ergonomic, infection-control, and safety guidance, and support life-safety activities as a practice deputy when assigned.
Handle patient inquiries and front-line complaints courteously, support service recovery, communicate provider delays, advocate for patients, and identify opportunities to improve practice operations.
Address escalated day-to-day operational issues, serve as a resource for designated functions such as APeX SuperUser work, advise management on process improvements, and support staff through orientation, training, and oversight.
Maintain a neat and safe work environment and perform other duties as assigned.