PRACTICE CRD 3

UCSF•Berkeley, CA

9d•$36 - $52

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 and customer service recovery. The position provides clerical and operational support, including handling CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The PC maintains routine clerical operations and communications, follows UCSF House and Telephone Standards, and responds sensitively to the needs of patients, staff, and providers. The role requires flexibility, teamwork, independent judgment, prioritization, problem-solving, and the ability to facilitate complex transactions as practice priorities change. The PC supports outpatient care by providing customer service and helping ensure accurate information flow among medical staff, hospital staff, and departments. Duties span new-patient scheduling and coordination, revenue-cycle and authorization work, front-desk operations, appointment and patient-care coordination, APeX and IT workflows, phone-bank functions, general performance, customer-service outreach, and designated lead responsibilities. Depending on practice needs, the PC may perform advanced coordination, reporting, staff coaching, training, and process-improvement activities. The position may be required to work at any UCSF campus as needed and scheduled. The role 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 of education and experience. Candidates must have strong computer, communication, organizational, and problem-solving skills, administrative or office coordination skills, and knowledge of medical practice terminology. Prior healthcare experience, scheduling experience, multilingual ability, and EPIC experience are preferred.

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 the fingerprinting protocol and be approved to serve as a cash collector, if applicable.
Strong computer and basic keyboarding skills, experience with at least two office software programs such as Outlook, Word, or Excel, 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.
Excellent customer-service, communication, and interpersonal skills, both by telephone and in person.
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 range of documents.
Demonstrated administrative or office coordination skills.
Demonstrated knowledge of medical practice terminology.
Complete the proficiency checklist with the supervisor within six months of the start date, following training, in applicable areas such as referrals, scheduling, workqueues, outside test results, messaging, telephone encounters, MyChart, letters, patient lookup, check-in and check-out, notes, and scanning.

Nice To Haves

Healthcare experience, including medical, dental, or veterinary settings, 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 capability; Spanish, Cantonese, and Russian are strongly preferred.
Prior experience with EPIC.

Responsibilities

Review and work referral workqueues, document referral activity, serve as a contact for referring physicians and new patients, assign patients to providers, and coordinate new-patient registration and scheduling.
Collect and verify insurance and referral or authorization information; coordinate pre-appointment tests, prepare or send new-patient materials, explain appointment procedures, and provide directions and instructions.
Obtain and review outside medical records, imaging CDs, and pathology slides; prioritize complex new-patient scheduling according to diagnosis and treatment status; coordinate consultations, clinical trials, testing, and care with other disciplines.
Perform assigned revenue-cycle duties, including cash collection and deposits, insurance authorizations, billing support, account questions, denial follow-up, and assistance with complex durable medical equipment and medication authorizations.
For advanced revenue-cycle work, secure and track complex authorizations, interpret insurance benefits, analyze denial reports and trends, compile revenue-cycle reports in Excel, coach staff, and address billing complaints.
Welcome and register patients at the front desk, determine and collect copayments, support timely patient flow, maintain the reception area, observe waiting patients, and encourage and assist with kiosk use.
Perform front-end office functions, including registration, referral processing, authorization coordination, cash deposits, DME oversight, scheduling, and support for the DSRIP-funded clinical team.
Develop and analyze front-desk productivity reports, identify improvement opportunities, and assist management with staff coaching and workflow improvements.
Create provider Cadence schedule templates, support accessible and user-friendly scheduling, generate rescheduling reports, and help ensure patients are rescheduled promptly.
Schedule established-patient appointments and coordinate appointments among providers; explain practice policies, answer schedule questions, screen calls, route requests, follow up on missed appointments, and cover in-baskets and phone messages as needed.
Provide administrative support for patient care, including letters, educational materials, test results, procedures, tests, urgent needs, and complex care coordination; identify when clinical escalation or immediate intervention may be necessary.
Coordinate complex care activities and parallel treatment pathways; track patients using APeX lists or spreadsheets and arrange timely appointments and testing, including radiology appointments in the appropriate scheduling software.
Identify referral problems, suggest solutions, report referral-management issues, and help maintain Open Access schedules in support of Patient-Centered Medical Home standards.
Perform applicable APeX Patient Care Coordinator functions, including referral and authorization entry, CRM and telephone-encounter processing, workqueue management, MyChart communications, letters, SmartPhrases, outside test results, kiosk troubleshooting, lab order-class changes, and advanced appointment scheduling.
Respond to patient phone calls and online appointment requests; schedule through Cadence, document calls in EPIC CRM, convert CRM messages to telephone encounters as appropriate, and use phone protocols to identify urgent or emergent symptoms requiring clinician involvement.
Prepare charts, file and track patient records and outside materials, scan and import records into APeX, and maintain confidentiality and HIPAA compliance.
Participate in team meetings, training, performance-improvement projects, customer-service initiatives, safety and infection-control compliance, coverage for coworkers, provider-calendar maintenance, and PCMH activities where applicable.
Train new hires and staff on initiatives and procedures, facilitate float coverage, and contribute to PCMH application workgroups as assigned.
Report malfunctioning equipment, follow ergonomic and infection-control recommendations, and serve as practice deputy for life-safety activities and drills.
Provide courteous, prompt customer service; handle front-line complaints, communicate delays, support service recovery, advocate for patients, and contribute suggestions to improve practice operations.
Address escalated operational issues, serve as a liaison to management on process improvements, act as a resource for designated functions such as APeX SuperUser, provide staff feedback, and support staff orientation, training, and oversight.
Follow UCSF Living PRIDE service standards, communication expectations, privacy and security policies, safety and infection-control procedures, and quality targets.
Maintain neat, orderly, safe work areas and protect facility equipment and the physical environment.
Perform other assigned duties and clerical tasks.