Practice Crd 3

University of California, San Francisco•Berkeley, CA

12d•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 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. 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 is responsible for the maintenance of all routine clerical operations and communications. Adheres to the UCSF House and Telephone Standards and is sensitive to the needs of patients, staff and providers at all times. The PC is a team player who works closely with others and who is flexible in dealing with the changing priorities. Requires a self-reliant individual who synthesizes knowledge of practice operations in order to problem-solve, prioritize and facilitate complex transactions in the course of 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 PC 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, prioritize, develop solutions, and make 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, 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, In- Basket Messages (IBM), Route Patient advice request to providers (My Chart), Patient Schedule (My Chart), Letters, IBM Pools, Patient Registration, Check in/out process, 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

Reviews and works referral workqueues, documenting activities within the referral record.
Acts as the primary contact for referring physicians and new patients.
Maintains electronic logs for external referrals and creates referral records for tracking and documentation.
Assigns new patients to providers, considering scheduling issues.
Schedules and registers patients by telephone or in person, meeting accuracy and performance standards.
Completes appropriate practice intake paperwork and follows guidelines to ensure new patients are seen within prescribed timelines.
Communicates schedule problems to supervisor.
Collects and verifies insurance and referral/authorization information for first appointments, ensuring referral records and Hospital Accounts Records (HARS) are created and assigned.
Schedules and coordinates pre-appointment tests or appointments.
Explains first appointment procedures, required records, and necessary items to patients.
Prepares and mails New Patient Packets or sends them through MyChart.
Provides other requested information to patients.
Gives directions and instructions to patients before their first appointment.
Manages patient expectations by providing practice-specific guidelines.
Seeks clinical input when appropriate.
Creates a professional and positive first impression for patients and referring physicians.
Demonstrates good judgment and common sense.
Secures outside medical records, CDs of scans, and pathology slides, reviewing them for completeness and determining the best physician to evaluate the patient.
Prioritizes new patient scheduling based on diagnosis and current treatment status.
Informs patients about possible treatment scheduling options, clinical trials, and coordinates screening with research personnel and physicians.
Consults with appropriate departments to coordinate care, optimize schedules, and expedite services for patients who may benefit from interdisciplinary consultations.
Meets with patients after new patient visits to explain care coordination with clinical trials, testing, surgical procedures, and services within other departments or with external providers.
Coordinates scheduling of all outpatient and inpatient surgeries.
Ensures surgical procedures are scheduled within a clinically appropriate timeframe.
Interfaces with patients, physicians, and hospital staff to ensure adequate communication regarding surgical services.
Interacts with clinical and academic staff to coordinate surgical activities with physician responsibilities.
Processes complex hospital admission forms, schedules pre-surgical tests and appointments, and secures necessary resources and equipment for surgery.
Manages complex scheduling coordination for securing OR time outside of designated block time.
Works to maximize OR and surgical robot utilization, as well as complex joint cases.
Coordinates pre-operative anesthesia appointments with other testing, authorization coding, and surgery scheduling.
Handles complex admission, discharge, and planning coordination involving hospital reservations and authorizations for study patients on protocol, transfers from outside hospitals, and post-transfer urgent authorizations and surgical planning.
Confirms availability and accuracy of medical information within APeX and ensures compliance with hospital policies and procedures.
Secures authorization for surgical procedures and coordinates with the Hospital Admissions Department.
Communicates with the surgeon post-surgery to confirm additional procedures and amends authorizations with insurance companies.
Acts as a primary liaison to the procedure billing team to coordinate updated authorizations and/or TARs for mid-procedure changes or additions.
Ensures compliance with Medical Center bylaws and regulations by formally reviewing outside studies and pathology to confirm diagnosis before treatment is offered.
Ensures appropriate and timely communication and documentation with the patient and physician.
Successfully interacts with patients to secure surgical consent for cosmetic services, including identifying cases, cosmetic price guidelines, quoting prices, and coordinating payment.
Analyzes pricing structures to ensure competitiveness and updates as needed.
Represents UCSF Medical Center's objective to grow elective cosmetic services through sophisticated customer service and sales.
Arranges post-surgical appointments and testing, including Home Care, Physical Therapy, durable medical equipment paperwork, and Workers Compensation.
Performs cash collection and depositing functions as assigned, complying with policies and procedures.
Communicates Medical Center administrative and financial policies clearly to patients, answers account questions, and refers patients to appropriate support departments.
Obtains and documents insurance authorizations for established patient visits, referrals, procedures, or ancillary services.
Communicates clinical information from medical records to authorization requests for insurance companies.
Demonstrates competency working with CPT codes and ICD-9 and ICD-10 for scheduling and authorization.
Confirms availability and accuracy of medical information within APeX and ensures compliance with hospital policies and procedures.
Monitors provider(s) open charts and encounters, working with providers to complete documentation timely to support revenue cycle workflow.
Assists providers with instructions on closing encounters opened in error.
Works RFI workqueues to secure information for accurate billing submissions or to respond to denials.
Secures authorization for procedures, specialty visits, and ancillary testing, coordinating with the Hospital Admissions Department.
Provides assistance with complex DME authorizations and medication authorizations.
Secures complex insurance authorizations for services, medications, or testing and tracks them for renewal.
Demonstrates competency working with HCPC codes and locating appropriate codes for authorization requests.
Reviews and analyzes monthly denial reports for professional and hospital billing.
Initiates retro authorizations from denial reports.
Identifies trends in denials and works with the practice team and supervisors to develop and implement improved workflows.
Compiles and analyzes data for reports to track revenue cycle measurements and creates reports in Microsoft Excel.
Oversees and coaches staff on complex authorization requests.
Addresses patient complaints regarding billing and those from Patient Relations.
Tracks patterns of billing complaints and identifies trends for coaching and education.
Assists patients in understanding managed care concepts.
Reviews upcoming visits to determine patient eligibility and assists with transitioning patients who are no longer eligible.
Serves as a department resource for insurance questions and updates.
Produces reports and reviews cash collection barriers with staff to improve cash collection rates.
Greets and welcomes patients, determining co-pay obligations and collecting them.
Prioritizes timely registration of patients and maintains practice flow.
Communicates with patients in a confidential, professional manner.
Monitors and maintains the reception area, ensuring tidiness and availability of materials.
Ensures the reception area temperature is comfortable and seating is adequate.
Observes the waiting area and performs customer service intervention when patients have been waiting a long time or are not receiving adequate service.
Assists patients with Kiosk use and promotes Kiosk utilization.
Responsible for front-end office responsibilities including registration, referral processing, authorization coordination, cash deposits, DME oversight, and scheduling.
Acts as a Care Support Assistant for the DSRIP funded clinical team.
Develops and analyzes front desk productivity reports to improve co-pay collection rates and payer plan capture.
Identifies opportunities for productivity improvement and assists management with staff coaching and workflow enhancement.
Represents the clerical team as the public face and supports practice operations and customer service recovery.
Provides support to administrative teams including message boards, referrals, Apex in-baskets, scanning, and filing.
Creates Cadence schedule templates for providers.
Ensures templates are user-friendly and promote consistent clinic access.
Generates reschedule reports in Cadence and works with the administrative team to ensure timely rescheduling.
Schedules established patient appointments using Apex and its related components.
Understands the distinction of each medical practice and how care is delivered.
Coordinates appointments with multiple providers as required.
Discusses practice policies and procedures with patients and referring physicians.
Answers questions about provider schedules and acts as a resource to other medical center practices and ancillary service administrative staff.
Provides prompt and convenient appointment access to patients.
Adheres to provider productivity standards as established in APEX templates.
Screens telephone calls, identifying emergencies and routing messages, refill requests, etc., to the appropriate box.
Utilizes legacy systems and Apex to retrieve pertinent patient data.
Follows practice procedure for follow-up of missed appointments.
Covers Apex in-baskets and phone messages when team members are absent.
Adjusts priorities for smooth practice operation and notifies clinical staff.
Provides administrative support to providers in coordination of patient care.
Schedules procedures and tests, providing appropriate instructions to patients.
Collaborates with clinical staff in problem-solving patient needs and requests.
Processes and follows through on urgent patient needs.
Demonstrates courtesy and helpfulness in all interactions.
Collaborates with Practice Supervisor and Administrative Director in resolving patient complaints.
Assists in maintaining current filing and scanning.
Understands multiple clinical symptoms and their associated escalation level.
Provides advanced customer service to patients who are medication dependent and may exhibit challenging behaviors.
De-escalates difficult encounters and seeks additional support when needed.
Acts as liaison with Concierge Services, expediting requested services.
Coordinates complex patient care coordination activities.
Arranges appointments and testing, including Tumor block genetic testing, Home Care, Physical Therapy, DME paperwork, or disability paperwork.
Keeps track of patients with parallel pathways for medical care and works with clinical providers to take steps at critical points.
Creates and maintains APeX patient lists or Excel Spreadsheets for tracking purposes.
Books Radiology appointments directly into Radiology scheduling software, ensuring accuracy of exam types, location specifications, and insurance restrictions.
Identifies referral problems and reports them to the management team with suggested solutions.
Develops and reviews reports related to referral management, tracking and updating the management team with ongoing referral issues.
Maintains Open Access schedules to meet Patient-Centered Medical Home (PCMH) standards.
Performs APEX specific Patient Care Coordinator (PCC) functions.
Enters new incoming referrals and authorization information.
Updates and closes CRM messages and converts them to telephone encounters if applicable.
Opens, documents within, routes, and closes telephone encounters.
Utilizes smart text logic to document patient phone screening.
Works applicable APeX workqueues to address patient care and service matters.
Creates and sends administrative communications via MyChart.
Creates SmartPhrase templates associated with administrative functions.
Creates and routes patient letters associated with administrative matters.
Performs enter/edit outside test results following established workflow.
Encourages use of the check-in kiosk and troubleshoots technical or customer service issues.
Modifies order class of labs.
Performs advanced appointment scheduling using complex protocols for ancillary and subspecialty services.
Supports Patient-Centered Medical Home, Standard 1 guidelines for daily available appointment access.
Responds to telephone calls from patients seeking medical care.
Utilizes the EPIC Appointment Scheduling System (Cadence) to schedule patient appointments.
Documents call information in the EPIC CRM concisely and accurately.
Converts CRM messages to telephone encounters according to practice guidelines.
Responds to patient's online Web appointment requests.
Utilizes Phone Bank protocols to determine when to involve a clinician on a call.
Pulls and prepares charts prior to patient appointments.
Files all patient-related information, tracks incoming slides, films, and reports, and returns materials to referring physicians.
Scans and imports patient records and documents in APeX system.
Maintains and adheres to patient confidentiality and HIPAA guidelines.
Participates in team building by actively contributing during meetings.
Attends training classes provided by the Medical Center and Billing Agent.
Works with supervisor and co-workers to ensure the practice responds comprehensively to patient care needs.
Is an active participant in performance improvement projects and customer service initiatives.
Complies with all Medical Center and Ambulatory Services procedures for infection control, safety, administrative, and clinical practice.
Fills in for other co-workers to address workload problems and cover leave openings.
Maintains provider calendars.
Assists with the delivery and maintenance of a high standard of patient care using the Patient Centered Medical Home model.
Acts as the coordinator for all of a patient’s needs, such as forms.
Provides 1:1 and team training for new hires and new initiatives and procedures.
Facilitates Float coverage as needed for the practice.
Reports any malfunctioning of equipment.
Complies with recommendations made by ergonomic specialists.
Complies with infection control policies.
Serves as practice deputy for life/safety activities and helps lead drills.
Deals directly with patients either by telephone, electronically or face to face while consistently following EVERYDAY PRIDE principles.
Responds promptly and courteously to internal and external inquiries.
Stays logged into appropriate APeX Pools and In Baskets.
Handles front-line patient complaints with support from the Practice Supervisor / Administrative Director.
Supports all performance improvement initiatives.
Obtains and evaluates all relevant information to handle inquiries and complaints.
Is a strong team player with a dedicated work ethic, willing to learn and adapt to new tasks.
Builds rapport with patients quickly and works effectively with or without supervision.
Notifies providers of patient delays and service issues.
Acts as an advocate for patients to help facilitate provider punctuality.
Communicates provider delays with the front office team and makes announcements to the waiting room.
Offers suggestions for change or improvement in clinic/practice operations.
Leads by example in professional appearance, demeanor, and body language.
Seeks opportunities to improve patient convenience.
Utilizes service recovery amenities as appropriate.
Contributes to the development of a patient-focused environment.
Addresses and resolves escalated issues of day-to-day operations.
Serves as a liaison to management to advise on and take lead action on process improvement initiatives.
Acts as a primary resource for one or more designated functions in the department (e.g., APeX SuperUser).
Provides feedback related to staff performance.
Supports staff through orientation, training, and oversight.
Attends monthly organization meetings/trainings to enhance SuperUser role.
Demonstrates service excellence by following the Everyday PRIDE Guide.
Uses effective communication skills with patients and staff.
Exhibits team work skills to positively acknowledge and recognize colleagues.
Exhibits tact and professionalism in difficult situations.
Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies.
Demonstrates an understanding of and adheres to safety and infection control policies.
Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets.
Keeps working areas neat, orderly, and clutter-free.
Adheres to cleaning processes and puts things back where they belong.
Removes and reports broken equipment and furniture.
Picks up and disposes of any litter found throughout the facility.
Posts flyers and posters in designated areas only.
Knows where the Environment of Care Manual is kept and corrects or reports unsafe conditions.
Protects the physical environment and equipment from damage and theft.
Demonstrates innovation and flexibility regarding the modification of tasks or workflows.
Performs other duties as assigned.
Performs other clerical duties as assigned.