Practice Crd 3

University of California, San Francisco•Berkeley, CA

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, customer service recovery, and intervention efforts. The role supports administrative functions including CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing, and maintains routine clerical operations and communications. The PC follows UCSF House and Telephone Standards, responds sensitively to the needs of patients, staff, and providers, and adapts to changing priorities. The position requires independent problem-solving, prioritization, and coordination of complex transactions. It contributes to outpatient care by providing customer service and ensuring accurate information flow among medical, hospital, and departmental staff. The PC may be required to work at any UCSF campus as needed and scheduled. The role encompasses new-patient and established-patient scheduling, referral processing, patient care coordination, front desk and phone support, revenue-cycle and authorization work, APeX functions, customer-service outreach, and designated lead duties. Responsibilities include coordinating complex care and appointments; supporting clinicians and administrative staff; maintaining patient records and confidentiality; contributing to workflow improvements and staff training; and following applicable safety, infection-control, and regulatory policies. The position requires a high school diploma or equivalent with four years of related experience, a college degree with six months of related experience, or an equivalent combination. Strong computer, customer service, communication, organizational, and problem-solving skills are required, along with demonstrated medical practice terminology knowledge and the ability to work independently. Prior healthcare experience, scheduling experience, bilingual or multilingual ability, and EPIC experience are preferred.

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 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 composing, editing, and proofreading a wide variety of documents.
Demonstrated administrative or office-coordination skills.
Demonstrated knowledge of medical practice terminology.
Complete the supervisor-administered proficiency checklist within six months of the start date following training, in applicable areas such as referrals, workqueues, scheduling, messaging, telephone encounters, MyChart functions, check-in and check-out, patient lookup, and scanning.

Nice To Haves

Healthcare experience, including medical, dental, or veterinary experience 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 activities, act as a primary contact for referring physicians and new patients, assign patients to providers, and schedule and register new patients.
Verify insurance and referral or authorization information; create referral and account records; coordinate pre-appointment tests; explain appointment procedures; and provide new-patient materials and directions.
Coordinate complex new-patient scheduling by obtaining and reviewing outside medical records, scans, and pathology materials, prioritizing patients according to diagnosis and treatment status, and coordinating with clinicians, research personnel, and other departments as appropriate.
Perform front desk duties, including welcoming and registering patients, collecting co-pays and payments as assigned, supporting kiosk use, maintaining the reception area, and intervening when patients experience delays or service problems.
Support administrative operations, including referrals, authorizations, scanning, filing, messages, APeX in-baskets, scheduling, and customer-service recovery.
Secure and track complex insurance authorizations for services, medications, and testing; review denial reports; initiate retro-authorizations; analyze denial trends; and help improve workflows and billing outcomes.
Compile and analyze revenue-cycle data and create reports using Microsoft Excel; oversee and coach staff on complex authorization requests; and address billing complaints and recurring issues.
Schedule established-patient appointments and procedures; coordinate appointments across providers; screen and route telephone calls and urgent requests; cover messages and APeX in-baskets; and support follow-up for missed appointments.
Coordinate complex patient care, testing, referrals, equipment, paperwork, and parallel care pathways; maintain patient lists or spreadsheets as needed; and book Radiology appointments using scheduling software.
Perform applicable APeX Patient Care Coordinator functions, including entering referrals and authorization information, handling CRM messages and telephone encounters, working queues, sending MyChart communications and letters, and processing outside test results.
Respond to telephone and online appointment requests, use Cadence to schedule appointments, document calls in EPIC CRM, and follow protocols for urgent or emergent symptoms.
Prepare charts and scan, file, track, and return patient records and related materials in accordance with established procedures and confidentiality requirements.
Participate in team meetings, training, performance-improvement projects, customer-service initiatives, and workflow improvements; provide training and coverage for coworkers as assigned.
Support primary-care Patient-Centered Medical Home activities when applicable, including referral follow-up, patient outreach, continuity of care, and required documentation.
Report equipment malfunctions, follow ergonomic and infection-control recommendations, support life-safety activities, and maintain a safe and orderly work environment.
Address escalated day-to-day operational issues, serve as a resource for designated functions such as APeX SuperUser, advise management on process improvements, and support staff orientation, training, and oversight.
Follow UCSF Living PRIDE standards, protect patient privacy and confidential information, comply with safety and infection-control policies, and perform other duties as assigned.