PRACTICE CRD 3

UCSF•Oakland, CA

9d•$36 - $52•Onsite

About The Position

The Practice Coordinator (PC) 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 position maintains routine clerical operations and communications and supports functions including CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The coordinator follows UCSF House and Telephone Standards, responds sensitively to the needs of patients, staff, and providers, and adapts to changing priorities while problem-solving and facilitating complex transactions. The PC supports outpatient care by providing customer service and helping ensure accurate information flow among medical staff, hospital staff, and departments. The role may require work at any UCSF campus as needed and scheduled. Duties span new-patient and established-patient scheduling, surgery coordination, revenue-cycle and authorization work, front-desk service, APeX and IT workflows, patient-care coordination, general practice operations, and designated lead responsibilities. The coordinator may also train and support colleagues, help address escalated operational issues, and contribute to process improvements. The role requires a high school diploma or equivalent with four years of related experience, or a college degree with six months of related experience, or an equivalent combination of education and experience. Candidates need strong computer and office-software skills, the ability to navigate multiple patient record systems, customer service and communication skills, sound judgment, organizational and problem-solving abilities, medical practice terminology knowledge, and the ability to work independently with minimal supervision. The position includes extended periods at a computer terminal using telephone headphones.

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 the fingerprinting protocol and be approved to act 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.
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 by telephone.
Basic math skills.
Ability to interact 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 or office coordination skills.
Demonstrated knowledge of medical practice terminology.
Ability to sit at a computer terminal with telephone headphones for extended periods.
Complete the applicable APeX proficiency checklist with the supervisor within six months of the start date, following training.

Nice To Haves

Experience in health care, including 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.
Bilingual or multilingual capability; Spanish, Cantonese, and Russian are strongly preferred.
Prior experience with EPIC.

Responsibilities

Represent the administrative team as the public face of the practice and support practice operations and customer service recovery.
Review referral workqueues, document referral activity, communicate with referring physicians and new patients, assign patients to providers, and schedule and register new patients.
Coordinate advanced new-patient scheduling by obtaining and reviewing outside records and studies, prioritizing patients according to clinical needs, and coordinating consultations and care across disciplines.
Coordinate outpatient and inpatient surgeries, including pre-surgical tests, anesthesia appointments, authorizations, admissions, operating-room resources, post-surgical appointments, and related care arrangements.
Perform revenue-cycle duties such as cash collection when assigned, insurance authorization work, billing support, denial follow-up, patient account assistance, and maintaining accurate APeX information.
Support complex revenue-cycle operations, including tracking authorizations, reviewing denial reports, identifying denial trends, preparing basic revenue-cycle reports, coaching staff, and responding to billing complaints.
Greet and register patients, collect co-payments when applicable, maintain the reception area, support kiosk use, and intervene when patients experience delays or service issues.
Schedule established patient appointments and procedures, screen and route telephone calls and messages, coordinate patient care, and support clinicians with administrative tasks and patient communications.
Perform APeX and IT-related patient-care coordinator functions, including managing referrals, CRM messages, telephone encounters, workqueues, MyChart communications, letters, outside test results, and complex appointment scheduling.
Prepare, file, scan, and import patient records; maintain confidentiality and comply with HIPAA, infection control, safety, and Medical Center policies.
Participate in team meetings, training, performance improvement, customer service initiatives, and practice coverage; train new hires and support staff as assigned.
Report equipment malfunctions, follow ergonomic and environmental safety guidance, and support life-safety activities as the practice deputy when assigned.
Respond to patient and internal inquiries, handle front-line complaints, communicate delays, advocate for patients, and contribute ideas to improve clinic operations and patient convenience.
Address escalated day-to-day operational issues, advise management on process improvements, serve as a resource for designated functions such as APeX SuperUser, provide staff feedback, and support orientation and training.
Perform other duties and clerical tasks as assigned.