Practice Crd 3

University of California, San Francisco•Oakland, CA

8d•Onsite

About The Position

The Practice Coordinator 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 position maintains routine clerical operations and communications, supports functions such as CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing, and provides accurate information flow among patients, medical staff, hospital staff, and departments. The coordinator works collaboratively, adapts to changing priorities, and applies knowledge of practice operations to problem-solve, prioritize, and facilitate complex transactions. The role requires adherence to UCSF House and Telephone Standards and sensitivity to patients, staff, and providers. The coordinator may be required to work at any UCSF campus as needed and scheduled. Responsibilities span new-patient intake and scheduling; complex surgical scheduling and coordination; revenue-cycle support, including authorizations and billing-related workflows; front-desk and patient check-in; patient-care coordination; APeX and other IT-related tasks; records management; customer service; and designated lead duties. The position supports patient access, care coordination, administrative accuracy, and the practice’s service and performance-improvement initiatives. It may include providing one-to-one and team training, serving as a practice resource such as an APeX SuperUser, and helping resolve escalated operational issues. The coordinator communicates with patients and referring physicians, coordinates appointments and services across providers and departments, manages referral and authorization workflows, assists with surgery and procedure planning, and helps patients navigate practice policies and financial processes. The role also supports confidentiality, safety, infection-control, and environmental standards, and performs other duties as assigned.

Requirements

High school graduation 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.
Successfully pass the fingerprinting protocol and be approved to serve 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.
Proven ability to navigate multiple patient-record systems.
Ability to sit at a computer terminal using telephone headphones for extended periods.
Ability to analyze situations, prioritize workload, develop solutions, and make recommendations.
Ability to work with minimal supervision and use good judgment and independence, including under deadline pressure.
Excellent customer-service, communication, and interpersonal skills, both by telephone and in person.
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 the ability to compose, edit, and proofread a wide variety of documents.
Demonstrated administrative and office-coordination skills.
Demonstrated knowledge of medical practice terminology.
Complete supervisor proficiency checklist within six months of start date, based on training and applicable duties, including relevant referral, scheduling, workqueue, messaging, telephone encounter, MyChart, patient lookup, check-in/check-out, and scanning workflows.

Nice To Haves

Experience in a healthcare setting, which may include medical, dental, or veterinary work, 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.
Bilingual or multilingual capability; Spanish, Cantonese, and Russian are strongly preferred.
Prior experience with EPIC.

Responsibilities

Review referral workqueues, document referral activity, act as a primary contact for referring physicians and new patients, and maintain referral records and tracking logs.
Assign, schedule, and register new patients; complete intake paperwork; verify insurance and referral/authorization information; coordinate pre-appointment tests; and explain appointment procedures and requirements to patients.
Obtain and review outside medical records, imaging, and pathology materials; prioritize complex new-patient scheduling; and coordinate consultations and care with clinical disciplines, research personnel, and physicians.
Coordinate outpatient and inpatient surgery scheduling, including appropriate timing, operating-room resources, pre-surgical tests, anesthesia appointments, admissions, authorizations, and post-surgical appointments and services.
Coordinate complex surgical cases, including cases requiring operating-room time outside designated blocks, joint cases, surgical robot resources, hospital reservations, transfers, and urgent authorization or planning.
Confirm medical information in APeX, support compliance with hospital policies, secure or amend surgical authorizations, coordinate with admissions and billing teams, and document communications with patients and physicians.
Coordinate cosmetic-service inquiries and consent, identify applicable cases, provide pricing information, arrange payment, and help maintain competitive pricing.
Perform assigned cash collection and depositing functions; explain administrative and financial policies; answer patient account questions or refer patients to appropriate support services.
Obtain and document authorizations for visits, referrals, procedures, ancillary services, medications, and durable medical equipment; communicate clinical information to insurers; and work with CPT, ICD-9, ICD-10, and HCPC codes as applicable.
Monitor provider open charts and encounters, work RFI queues, support accurate billing submissions, respond to denials, and assist providers with closing encounters opened in error.
Review denial reports, initiate retro-authorizations, identify denial trends, help improve workflows, compile and analyze revenue-cycle data, and create reports using Microsoft Excel.
Coach staff on complex authorizations; address billing complaints; track complaint patterns; support staff and patients with managed-care questions; and review patient eligibility and transitions to other primary-care practices as appropriate.
Greet and register patients, collect co-pays and account payments, support timely clinic flow, maintain the reception area, assist with kiosk use, and intervene when patients experience long waits or inadequate service.
Support front-end office responsibilities, referral processing, authorization coordination, cash deposits, DME oversight, scheduling, productivity reporting, staff coaching, and workflow improvements as assigned.
Schedule established-patient appointments and coordinate appointments across providers; explain practice policies; answer schedule questions; screen and route calls; cover APeX in-baskets and phone messages; and follow up on missed appointments.
Provide administrative support to providers and clinical staff, including patient letters, educational materials, test results, procedure instructions, and coordination of urgent or same-day patient needs.
Coordinate complex patient care and services, including testing, home care, physical therapy, genetic testing, DME, disability and workers’ compensation paperwork, and care across internal and external providers.
Track patients with parallel care pathways, maintain patient lists or spreadsheets, book radiology appointments in applicable software, identify referral problems, and report referral-management issues and suggested solutions.
Maintain open-access schedules as needed to support Patient-Centered Medical Home standards and coordinate alternate-site or urgent-care appointments when practice access is unavailable.
Perform applicable APeX Patient Care Coordinator functions, including referral entry, CRM and telephone encounter management, workqueue tasks, MyChart communications, letters, outside test-result entry, appointment scheduling, and check-in kiosk support.
Use scheduling and phone-bank systems and protocols as applicable to schedule appointments, document calls, respond to online appointment requests, and involve clinicians for urgent or emergent symptoms.
Prepare charts, file and track patient records and outside materials, scan and import records into APeX, maintain confidentiality and HIPAA compliance, and distribute Notices of Privacy Practices as required.
Participate in team meetings, training, performance-improvement projects, customer-service initiatives, safety and infection-control activities, and Joint Commission and Title 22-related activities.
Cover for coworkers and support practice workload needs; maintain provider calendars; provide training to new hires and staff; and facilitate float coverage when needed.
Report equipment malfunctions, follow ergonomic and infection-control recommendations, support life-safety activities and drills, and maintain orderly and safe work areas.
Respond promptly and courteously to inquiries, handle front-line complaints, advocate for patients, communicate provider delays, support service recovery, and suggest improvements to clinic operations.
Address and resolve escalated operational issues, act as a liaison to management on process improvement, serve as a resource for designated functions, provide staff feedback and oversight, and attend relevant organization meetings and training.
Demonstrate UCSF Living PRIDE service standards, effective communication, cultural sensitivity, teamwork, privacy and safety practices, and accountability for quality metrics.
Perform other duties and clerical tasks as assigned.