Practice Crd 3

University of California, San Francisco•Oakland, CA

14h•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 and customer service recovery. The role supports routine clerical operations and communications, including CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The coordinator provides excellent service to patients and helps ensure accurate information flow among medical and hospital staff and departments. The position may be scheduled to work at any UCSF campus as needed. Responsibilities span patient scheduling and coordination, referrals, front desk and check-in, revenue cycle, surgery scheduling, APeX and other information-system workflows, patient care coordination, and customer service. Depending on assigned duties and practice needs, the coordinator may handle complex authorizations and scheduling, coordinate surgical services and related resources, develop or review reports, coach staff, support training, and serve as a resource for designated functions such as APeX SuperUser activities. The role requires adaptability, sound judgment, attention to confidentiality and safety, and the ability to work both independently and collaboratively. The coordinator follows UCSF Medical Center’s Living PRIDE service standards and applicable policies, including privacy, infection control, and safety requirements. The position also supports performance improvement, patient-centered care, and practice operations, and performs other duties as assigned.

Requirements

High school graduate 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 fingerprinting protocol and receive approval to work as a cash collector.
Strong computer skills, including basic keyboarding, and experience with 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 work, 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 work sensitively and effectively with a wide variety of individuals and 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.
Ability to sit at a computer terminal with telephone headphones for extended periods.
Completion of a proficiency checklist with the supervisor within six months of the start date, following training; applicable areas include referrals, workqueues, order and SmartSet entry, surgery scheduling, outside test results, messaging, telephone encounters, MyChart functions, patient look-up, check-in and check-out, scanning, and related APeX workflows.

Nice To Haves

Experience in a healthcare setting, including medical, dental, or veterinary work, 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 ability; 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 and process referral workqueues; document referral activity; coordinate new-patient assignments, registration, scheduling, intake paperwork, authorizations, and related communications.
Coordinate complex new-patient scheduling, obtain and review outside medical records and imaging or pathology materials, and coordinate care with physicians, research staff, and other clinical departments as appropriate.
Schedule outpatient and inpatient surgeries, coordinate preoperative tests and appointments, secure resources and authorizations, and communicate with patients, physicians, hospital staff, and billing teams.
Perform revenue-cycle duties, including cash collection as assigned, insurance and procedure authorizations, billing-related follow-up, workqueue processing, and support for accurate medical and billing information.
Handle front desk and check-in functions, including greeting and registering patients, collecting copayments, assisting with kiosks, monitoring the reception area, and addressing service delays.
Support front-end operations, referral processing, authorization coordination, cash deposits, DME oversight, scheduling, and related productivity reporting and staff coaching as assigned.
Create Cadence provider schedule templates and rescheduling reports when assigned, supporting accessible and user-friendly clinic scheduling.
Schedule established-patient appointments and coordinate appointments, tests, procedures, referrals, and other patient-care needs across providers and departments.
Triage telephone calls and route urgent, same-day, refill, and other messages to the appropriate clinical or administrative staff; follow up on missed appointments and cover messages and in-baskets as needed.
Coordinate complex patient-care pathways and related services, paperwork, testing, equipment, and external-provider arrangements; track patients and appointments using APeX lists or spreadsheets when needed.
Perform applicable APeX patient-care coordinator functions, including referral entry, CRM messages, telephone encounters, workqueues, MyChart communications, letters, outside test results, order pends, and advanced appointment scheduling.
Respond to patient calls and online appointment requests using phone-bank protocols, document communications, and involve clinicians when symptoms may be urgent or emergent.
Prepare charts and manage patient records, including scanning, filing, tracking incoming materials, and maintaining confidentiality and HIPAA compliance.
Participate in team meetings, training, performance-improvement projects, customer-service initiatives, and practice coverage; provide training and support to new hires or coworkers as assigned.
Report equipment malfunctions and unsafe conditions, follow ergonomic, infection-control, and safety practices, and support life-safety activities as assigned.
Respond promptly and courteously to inquiries and complaints, support service recovery, communicate delays, advocate for patients, and suggest improvements to clinic operations.
Address escalated day-to-day operational issues, liaise with management on process improvements, serve as a resource for designated functions, and support staff orientation, training, and oversight.
Maintain neat and orderly work areas and follow UCSF Living PRIDE standards, privacy and security policies, and applicable Medical Center procedures.
Perform other duties and clerical functions as assigned.