Practice Coordinator 3

UCSF•San Francisco, CA

10d•$36 - $52•Onsite

About The Position

The Practice Coordinator 3 represents the administrative team as the public face of the practice and works with administrative, clinical, and management teams to support practice operations and customer service recovery. The role supports administrative functions including CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. It maintains routine clerical operations and communications while following UCSF House and Telephone Standards and responding sensitively to patients, staff, and providers. This position supports outpatient care by providing customer service and ensuring accurate information flow among medical, hospital, and departmental staff. The coordinator works at any UCSF campus as needed and scheduled. Duties span new-patient intake and complex scheduling, surgical coordination, revenue-cycle work, front-desk and phone-bank functions, patient-care coordination, APeX and IT workflows, team training, quality improvement, and lead responsibilities. The position also supports a patient-focused environment, confidentiality, safety, infection control, and UCSF Living PRIDE standards.

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, with experience using at least two office software programs such as Outlook, Word, and 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 by telephone.
Basic math skills.
Ability to work effectively and sensitively with a wide variety of individuals and with patients.
Excellent organizational and problem-solving skills.
Strong writing skills, including composing, editing, and proofreading documents.
Demonstrated administrative and office-coordination skills.
Demonstrated knowledge of medical practice terminology.
Complete, with the supervisor, the applicable proficiency checklist within six months of starting, following training. Checklist areas may include referrals and workqueues, surgery scheduling, outside test results, CRM and telephone encounters, MyChart functions, letters, pools, patient lookup, check-in and check-out, scanning, and related workflows.

Nice To Haves

Healthcare experience, 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.
Bilingual or multilingual capability, especially Spanish, Cantonese, or Russian.
Prior experience with EPIC.

Responsibilities

Review referral workqueues, document referral activities, and serve as a primary contact for referring physicians and new patients.
Schedule and register new and established patients; coordinate pre-appointment tests, procedures, and appointments; prepare and explain new-patient information and instructions.
Obtain outside medical records, imaging, and pathology materials; assess completeness and help prioritize complex new-patient scheduling according to diagnosis and treatment status.
Coordinate outpatient and inpatient surgeries, pre-operative appointments and testing, operating-room resources, authorizations, admissions, and post-surgical follow-up.
Secure and track insurance authorizations for visits, referrals, procedures, medications, testing, and ancillary services; support billing workflows and respond to denials.
Review denial reports, identify denial and billing-complaint trends, develop workflow improvements, and compile revenue-cycle reports using Microsoft Excel.
Perform assigned cash collection and deposit functions and communicate administrative and financial policies to patients.
Support front-desk registration, patient check-in, co-pay collection, referral processing, authorization coordination, cash deposits, DME oversight, and scheduling.
Coordinate complex patient care, including appointments, testing, home care, physical therapy, durable medical equipment, disability and workers’ compensation paperwork, and care across departments.
Manage APeX workqueues, CRM messages, telephone encounters, patient letters, MyChart communications, outside test results, and other assigned patient-care system functions.
Respond to patient calls and online appointment requests, document information, schedule appointments using Cadence, and escalate urgent or emergent concerns according to protocols.
Provide administrative support to providers, triage calls and requests, follow up on missed appointments, maintain records, and coordinate urgent patient needs with clinical staff.
Support customer service recovery, handle complaints, communicate delays, and advocate for patients and improved access and convenience.
Train and coach staff, support onboarding and new initiatives, provide feedback on staff performance, and act as a resource for designated functions such as APeX SuperUser responsibilities.
Participate in performance improvement, Patient-Centered Medical Home activities, team meetings, and practice workflow development.
Maintain confidentiality and comply with HIPAA, safety, infection-control, Medical Center, Joint Commission, and Title 22 requirements.
Report malfunctioning equipment, follow ergonomic and infection-control recommendations, and help maintain a safe, orderly work environment.
Perform other duties and clerical work as assigned.