Practice Coordinator - Otolaryngology

University of California, San Francisco•San Francisco, CA

1d•Onsite

About The Position

The Practice Coordinator 3 (PC3) is a key member of the administrative team and serves as a professional, welcoming point of contact for patients, families, providers, and staff. Working closely with administrative, clinical, and management teams, the PC3 supports daily practice operations, promotes excellent customer service, and assists with customer service recovery and intervention efforts. The PC3 provides comprehensive administrative and clerical support across practice functions, including CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, billing, patient scheduling, check-in/check-out, and other patient access and operational activities. The role maintains routine clerical operations and communications while following UCSF House and Telephone Standards and responding sensitively to the needs of patients, staff, and providers. This position calls for a collaborative, flexible team member who can adapt to changing priorities, work independently with minimal supervision, and use sound judgment to prioritize work, resolve problems, and facilitate complex transactions. The PC3 supports the outpatient care environment by ensuring excellent customer service and accurate, timely information flow among patients, medical staff, hospital departments, and other stakeholders, helping maximize operational efficiency and support high-quality patient care. The assignment is temporary for six months, with potential to extend, and is fully onsite at Mt. Zion.

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 required fingerprinting protocol and be approved to function as a cash collector.
Strong computer skills, including basic keyboarding proficiency and experience with at least two office software applications, such as Outlook, Word, or Excel.
Demonstrated ability to navigate multiple patient record and information systems.
Demonstrated administrative and office coordination skills.
Demonstrated knowledge of medical practice terminology.
Ability to analyze situations, prioritize workload, develop solutions, and make appropriate recommendations.
Ability to work independently with minimal supervision.
Ability to exercise good judgment and make decisions independently, including under deadlines or pressure.
Excellent customer service, communication, and interpersonal skills, both in person and by telephone.
Excellent organizational and problem-solving skills.
Strong written communication skills, including the ability to compose, edit, and proofread a variety of documents and communications.
Basic math skills.
Demonstrated ability to work effectively with a wide variety of individuals.
Demonstrated ability to interact with patients in a sensitive, respectful, and effective manner.
Ability to sit at a computer terminal and use telephone/headset equipment for extended periods of time.
Ability to adapt to changing priorities and work collaboratively as part of a multidisciplinary team.

Nice To Haves

Demonstrated experience in a healthcare environment, which may include medical, dental, or veterinary settings, particularly in patient scheduling, insurance verification, medical record data abstraction, or patient financial services.
Prior experience with appointment scheduling, ancillary service scheduling, surgical scheduling, or a combination of these functions.
Prior experience using Epic/APeX.
Bilingual or multilingual skills, particularly Spanish, Cantonese, or Russian.

Responsibilities

Schedule appointments for new and established patients using APeX/Cadence; coordinate appointments, tests, and procedures; and support timely patient access.
Manage referral workqueues and ensure scheduling follows practice guidelines and provider templates.
Welcome and register patients, collect copays and account payments, assist with kiosk check-in, monitor waiting areas, maintain patient flow, and address delays or service concerns.
Respond to patient calls and online appointment requests, schedule appointments, accurately document interactions, route messages and telephone encounters, and involve clinical staff when urgent or emergent concerns arise.
Coordinate appointments, procedures, tests, referrals, and administrative aspects of patient care; provide appropriate instructions and information; and collaborate with clinical staff on urgent or complex scheduling and care coordination needs.
Process incoming referrals, verify insurance coverage, obtain and document authorizations, maintain accurate referral records, and ensure required information is available for visits and procedures.
Collect payments, communicate financial and administrative policies, obtain insurance authorizations, support accurate billing, and use CPT and ICD coding information as needed for scheduling and authorization processes.
Manage referrals, workqueues, CRM messages, telephone encounters, MyChart communications, patient letters, and other administrative workflows within APeX/EPIC.
Maintain, scan, import, and track patient records and related materials while ensuring accurate documentation and compliance with confidentiality, HIPAA, and medical records requirements.
Provide professional and responsive service in phone, electronic, and in-person interactions; address patient concerns and complaints; communicate delays; advocate for patient needs; and support service recovery when appropriate.
Collaborate with providers, clinical staff, supervisors, and administrative teams; provide coverage as needed; participate in training, performance improvement, and customer service initiatives; and identify opportunities to improve clinic operations and patient convenience.
Follow infection control, safety, ergonomic, confidentiality, and regulatory requirements and report equipment or environmental concerns.