PRACTICE CRD 2

UCSF•Oakland, CA

1d•$34 - $48•Onsite

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 patient-facing customer service, registration, clinic appointment scheduling, referral processing, eligibility and authorization, scanning, billing, and APeX in-baskets as assigned. The PC maintains routine clerical operations and communications, follows UCSF House and Telephone Standards, and responds sensitively to patients, staff, and providers. The position calls for a flexible, self-reliant team member who can problem-solve, prioritize, and facilitate complex transactions as daily priorities change. In an outpatient care unit, the PC helps ensure an accurate, efficient flow of information among patients, medical staff, hospital staff, and departments. The employee may be required to work at any UCSF campus as needed and scheduled.

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.
Pass fingerprinting protocol and be approved to act 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 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 in person and by telephone; ability to deal sensitively and effectively with patients and a wide variety of individuals.
Basic math skills.
Excellent organizational and problem-solving skills.
Strong writing skills, including the ability to compose, edit, and proofread a wide variety of documents.
Demonstrated administrative or office coordination skills.
Demonstrated knowledge of medical practice terminology.
Ability to sit at a computer terminal using telephone headphones for extended periods.
Complete the applicable APeX proficiency checklist with the supervisor within six months of the start date, following training.

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 appointment, ancillary-service, or surgical scheduling experience.
Bilingual or multilingual capability, particularly Spanish, Cantonese, or Russian.
Prior experience with EPIC.

Responsibilities

Review and work referral workqueues, document referral activity, contact referring physicians and new patients, assign patients to providers, and coordinate new-patient scheduling and processing.
Collect and verify insurance and authorization information, create and maintain referral and hospital account records, coordinate pre-appointment tests, and provide patients with appointment instructions and materials.
Coordinate outpatient and inpatient surgery scheduling, including pre-surgical appointments, admission forms, operating-room time, and required resources and equipment.
Perform assigned cash collection and depositing, communicate financial policies, obtain and document authorizations, support accurate billing workflows, and assist with complex DME and medication authorizations.
Welcome and check in patients, determine and collect copayments, support timely registration and clinic flow, maintain the reception area, assist with check-in kiosks, and intervene when patients experience long waits or service problems.
Create and maintain provider Cadence schedule templates, generate reschedule reports, and coordinate timely patient rescheduling.
Schedule established-patient appointments and coordinate appointments with multiple providers, procedures, and tests; answer schedule and practice-policy questions and support patient access.
Triage telephone calls, route messages and urgent requests appropriately, cover APeX in-baskets and phone messages, follow up on missed appointments, and support providers with patient-care coordination and administrative communications.
Use APeX and related systems to process referrals, messages, telephone encounters, workqueues, MyChart communications, letters, outside test results, orders, Smart Sets, and complex appointment scheduling according to established workflows and training.
Respond to patient calls and online appointment requests, document calls in EPIC CRM, schedule appointments using Cadence, and follow phone-bank protocols for urgent or emergent symptoms.
Prepare, file, scan, and import patient records; maintain confidentiality and follow HIPAA, privacy, infection-control, safety, and other applicable policies.
Participate in team meetings, training, performance-improvement and customer-service initiatives, and practice workflow improvements; provide training to new hires as assigned.
Maintain provider calendars, help cover coworkers’ workloads and absences, report malfunctioning equipment and unsafe conditions, follow ergonomic and environmental requirements, and serve as practice deputy for life-safety activities.
Handle patient inquiries and complaints with support from leadership, communicate delays, advocate for patients, and consistently demonstrate UCSF Everyday PRIDE service standards.
Perform other duties as assigned.