PRACTICE CRD 3

UCSF•Oakland, CA

1d•$36 - $52•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. The role supports administrative functions such as CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing, and maintains routine clerical operations and communications. The coordinator is expected to provide sensitive, professional service to patients, staff, and providers; adapt to changing priorities; and use knowledge of practice operations to solve problems, prioritize, and facilitate complex transactions. In an outpatient care unit, the position supports patient care and unit efficiency by providing excellent customer service and ensuring accurate information flow among medical staff, hospital staff, and departments. The coordinator may be scheduled to work at any UCSF campus as needed. Duties span new-patient and established-patient scheduling, surgical coordination, revenue-cycle work, front-desk operations, patient-care coordination, APeX and IT functions, telephone services, general performance, environmental responsibilities, customer-service outreach, and lead-role support. The role also contributes to service excellence and a patient-focused environment by following UCSF’s Living PRIDE standards, maintaining confidentiality and safety, supporting quality and performance improvement, and helping train and orient staff. Other duties may be assigned.

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 to work as a cash collector.
Strong computer and basic keyboarding skills, experience with at least two office software programs, and 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 independently, including under deadline pressure, using sound judgment.
Excellent customer-service, communication, and interpersonal skills in person and over the telephone.
Basic math skills.
Ability to work effectively 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 variety of documents.
Demonstrated administrative and office-coordination skills.
Demonstrated knowledge of medical-practice terminology.
Complete the supervisor-led proficiency checklist within six months of the start date, based on training and applicable job functions.

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 experience with appointment, ancillary-service, or surgical scheduling, or a combination of these.
Spanish, Cantonese, or Russian bilingual or multilingual capability.
Prior experience with EPIC.

Responsibilities

Review referral workqueues, document referral activity, contact referring physicians and new patients, and coordinate new-patient scheduling and intake.
Collect and verify insurance and referral or authorization information; arrange pre-appointment testing, explain visit procedures, and provide patients with instructions and information.
Coordinate complex new-patient care, including obtaining and reviewing outside records, prioritizing scheduling based on clinical circumstances, and coordinating with physicians, research personnel, and other departments.
Schedule outpatient and inpatient surgeries, coordinate pre-surgical appointments and testing, secure resources and authorizations, and communicate with patients, physicians, hospital staff, admissions, and billing teams.
Coordinate post-surgical appointments, testing, home care, physical therapy, durable medical equipment paperwork, and other follow-up documentation as needed.
Perform revenue-cycle functions, including cash collection, answering account questions, obtaining authorizations, supporting accurate billing, working denial and information workqueues, and assisting with complex equipment and medication authorizations.
Analyze denial and billing-complaint patterns, develop or support workflow improvements, prepare revenue-cycle reports, and coach staff on complex authorization requests.
Perform front-desk registration and check-in, collect co-payments, maintain the reception area, assist patients with kiosks, and intervene when service delays or problems arise.
Develop and analyze front-desk productivity reports and support staff coaching and workflow improvements.
Create Cadence schedule templates, generate rescheduling reports, and help maintain timely patient access.
Schedule established-patient appointments and coordinate appointments, tests, referrals, and other patient-care needs across providers and departments.
Triage telephone calls, route messages and urgent requests appropriately, cover APeX in-baskets and phone messages, and support timely follow-up of missed appointments and patient needs.
Use APeX and related systems to manage referrals, messages, telephone encounters, workqueues, MyChart communications, letters, orders, appointment scheduling, and other administrative workflows.
Respond to patient calls and online appointment requests, document calls in EPIC CRM, and use phone protocols to identify calls requiring clinical involvement.
Prepare, scan, import, file, and track patient records and materials while maintaining confidentiality and following HIPAA and medical-record policies.
Participate in team meetings, training, performance-improvement and customer-service initiatives, and support practice procedures and administrative systems.
Provide training and orientation to new hires and staff on initiatives and procedures; support float coverage and contribute to Patient-Centered Medical Home activities when applicable.
Report malfunctioning equipment and unsafe conditions, follow ergonomic and infection-control practices, and serve as practice deputy for life-safety activities and drills.
Provide customer-service outreach, address front-line and escalated patient issues, communicate delays, advocate for patients, and suggest improvements to clinic operations.
Serve in a lead capacity by resolving operational issues, advising management on process improvements, acting as a resource for designated functions such as APeX SuperUser, providing staff feedback, and supporting staff oversight.
Perform other assigned duties and clerical work.