Practice Crd 3

University of California, San Francisco•San Francisco, CA

4d•Onsite

About The Position

As a patient-focused organization, UCSF Medical Center exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. UCSF Medical Center seeks faculty and staff that are committed to the values of professionalism, respect, integrity, diversity, and excellence that are integral to our mission. The Practice Coordinator is primarily responsible for representing the administrative team as the public face of the Practice and works closely with the administrative, clinical and management teams to support practice operations and customer service recovery and intervention efforts. Provides support to all functions of the administrative teams including but not limited to: CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The PC is responsible for the maintenance of all routine clerical operations and communications. Adheres to the UCSF House and Telephone Standards and is sensitive to the needs of patients, staff and providers at all times. The PC is a team player who works closely with others and who is flexible in dealing with the changing priorities. Requires a self-reliant individual who synthesizes knowledge of practice operations in order to problem-solve, prioritize and facilitate complex transactions in the course of daily activities. This position makes a difference for patients in an outpatient care unit by providing excellent customer service, facilitating and ensuring the accuracy of the information flow between medical, hospital staff and departments to maximize unit efficiency. The PC is required to work at any UCSF campus as needed and scheduled.

Requirements

High School graduate or equivalent with four years related experience; or college degree and 6 months related experience; or equivalent combination of education and experience.
Successfully passes fingerprinting protocol and is approved to be a cash collector if applicable.
Strong computer skills, including basic keyboarding skills, and experience with at least two Office-type software programs (i.e., Outlook, Word and Excel).
Proven ability to navigate through multiple patient records systems.
Able to sit at a computer terminal with telephone headphones for an extended period of time.
This position requires regular support across multiple locations.
PC3 will be expected to work and travel between multiple sites as needed, based on operational needs.
Ability to analyze situations, prioritize, and develop solutions and make recommendations.
Ability to work with minimal supervision.
Ability to use good judgment and work independently, at times under the pressure of deadlines.
Ability to access situations, prioritize workload, develop solutions and make recommendations.
Excellent customer service and communication/interpersonal skills, both over the telephone and directly.
Able to sit at a computer terminal with telephone headphones for extended periods of time.
Basic math skills required.
Proven ability to deal with a wide variety of individuals.
Ability to deal sensitively and effectively with patients.
Excellent organizational and problem-solving skills.
Strong writing skills to include the ability to compose, edit, and proof a wide variety of documents.
Demonstrated administrative/office coordination skills.
Demonstrated knowledge of medical practice terminology.
Within six months of start date, based upon completion of training, the Supervisor completes the proficiency checklist with the employee. This includes the following areas if applicable: Referrals (Incoming referral entry) and handling all referral WQs, Schedule surgeries, Work applicable work queues, Enter/edit outside test results, Messaging (CRM) if applicable, 2nd calls in CRM if applicable, Telephone encounters, My open encounter, Staff message, New message, Route Patient advice request to providers (My Chart), Patient Schedule (My Chart), Letters, Pools, Patient look up, Check in process, Check out process, Comment field, Quick note, Scanning.

Nice To Haves

Demonstrated experience in health care (may include medical, dental or veterinary) in the following areas: patient scheduling, insurance verification, medical record data abstraction, or patient financial services.
Prior experience with appointments, ancillary service or surgical scheduling or a combination of all three.
Bi-lingual or multi-lingual capability (Spanish, Cantonese, and Russian) strongly preferred.
Prior experience with EPIC.

Responsibilities

Review and work referral workqueues, documenting activities within the referral record.
Act as the primary contact for referring physicians and new patients.
Assign new patients to providers, considering scheduling issues.
Schedule and register patients by telephone or in person, meeting accuracy and performance standards.
Complete appropriate practice intake paperwork and follow established guidelines to ensure new patients are seen within prescribed timelines.
Communicate any schedule problems with the supervisor.
Collect and verify insurance and referral/authorization information for the first appointment.
Schedule and coordinate any pre-appointment tests or appointments.
Explain first appointment procedures in layman’s terminology to patients, including required records.
Prepare and mail New Patient Packet or send through MyChart.
Provide other information requested by patients.
Give directions and instructions to patients before the first appointment.
Manage patient expectations by providing practice-specific guidelines related to service/visit.
Seek clinical input when appropriate.
Create a professional and positive first impression for patients and referring physicians.
Demonstrate good judgment and common sense.
Secure outside medical records, CDs of scans and pathology slides, reviewing them for completeness and deciding which physician can best evaluate the patient.
Prioritize new patient scheduling based on diagnosis and current treatment status.
Inform patients about possible treatment scheduling options, clinical trials, and screening, coordinating with research personnel and physicians.
Consult with appropriate departments to coordinate care, optimize schedules, and expedite services for patients who would benefit from interdisciplinary consultations.
Meet with patients after the visit to explain care coordination with clinical trials, testing, surgical procedures, and services within other departments or with external providers.
Coordinate scheduling of all outpatient and inpatient surgeries for the surgical practice.
Ensure all surgical procedures are scheduled within a clinically appropriate timeframe.
Interface with patients, physicians, and hospital staff to ensure adequate communication regarding surgical services.
Interact with clinical and academic staff to coordinate surgical activities with physician’s other responsibilities.
Process complex hospital admission forms, schedule pre-surgical tests and appointments, and secure necessary resources and equipment for surgery.
Manage complex scheduling coordination related to securing OR time outside of designated block time.
Maximize OR and surgical robot utilization, as well as complex joint cases.
Coordinate pre-operative anesthesia appointments with other testing, authorization coding, and surgery scheduling.
Coordinate complex admission, discharge, and planning for study patients on protocol, transfers from outside hospitals, and post-transfer urgent authorizations and surgical planning.
Confirm availability and accuracy of medical information within APeX and ensure compliance with hospital policies and procedures.
Secure authorization for surgical procedures and coordinate with Hospital Admissions Department.
Communicate with the surgeon post-surgery to confirm any additional procedures performed and follow up with the insurance company to amend authorization.
Act as primary liaison to the procedure billing team to coordinate updated authorizations and/or TARs for mid-procedure changes or additions.
Ensure compliance with Medical Center bylaws and Regulations by formally reviewing all outside studies and pathology before treatment is offered.
Ensure appropriate and timely communication and documentation with the patient and physician.
Secure surgical consent for cosmetic services, including identification of cases, cosmetic price guidelines, quote prices, and coordinate payment.
Analyze pricing structure to ensure competitiveness and updates.
Arrange post-surgical appointments and testing, including Home Care, Physical Therapy, durable medical equipment paperwork, and Workers’ Compensation.
Perform cash collection and depositing functions as assigned, complying with policies and procedures.
Communicate Medical Center administrative and financial policies clearly to patients, answering account questions and referring to appropriate support departments.
Obtain and document insurance authorizations for established patient visits, referrals, procedures, or ancillary services.
Communicate clinical information from medical records to authorization requests to insurance companies.
Demonstrate competency working with CPT codes and ICD-9 and ICD-10 for scheduling and authorization.
Monitor provider(s) open charts and encounters, working with providers to complete encounter documentation.
Work RFI workqueues to secure information for accurate billing submissions or to respond to denials.
Provide assistance with complex DME authorizations and medication authorizations.
Secure complex insurance authorizations for services, medications, or testing and track authorizations for renewal.
Demonstrate competency working with HCPC codes and locating appropriate codes for authorization requests.
Identify and interpret a patient’s insurance benefit package, including pharmacy and mental health carve outs.
Review and analyze monthly denial reports for professional and hospital billing.
Initiate retro authorizations from denial reports.
Identify trends in denials and work with the practice team to develop and implement improved workflows.
Compile and analyze data for reports to track revenue cycle measurements.
Oversee and coach staff on complex authorization requests.
Address patient complaints regarding billing and complaints from Patient Relations.
Track patterns of billing complaints and identify trends for coaching and education.
Understand the concept of managed care and assist patients in understanding it.
Review upcoming visits to determine patient eligibility and assist with transitioning patients who are no longer eligible.
Serve as a department resource for insurance questions and updates.
Produce reports and review with staff cash collection barriers to improve cash collection rates.
Greet and welcome patients, making eye contact and utilizing AIDET standards.
Determine and collect patient co-pay obligations at the time of visit.
Prioritize timely patient registration and maintain practice flow.
Communicate with patients in a confidential, professional manner using tact and diplomacy.
Monitor and maintain the reception area, ensuring tidiness and availability of materials.
Ensure the reception area temperature is comfortable and seating is adequate.
Observe the waiting area and perform customer service intervention for long waits or inadequate service.
Assist patients with Kiosk use and promote Kiosk utilization.
Perform front-end office responsibilities including registration, referral processing, authorization coordination, cash deposits, DME oversight, and scheduling.
Act as a Care Support Assistant for the DSRIP funded clinical team.
Develop and analyze front desk productivity reports to improve co-pay collection rates and payer plan capture.
Identify opportunities for productivity improvement and assist management with staff coaching and workflow enhancement.
Represent the clerical team as the public face and support practice operations and customer service recovery.
Provide support to administrative teams, including message boards, referrals, Apex in-baskets, scanning, and filing.
Create Cadence schedule templates for providers.
Understand how template construction affects access and ensure templates are user-friendly.
Generate reschedule reports in Cadence and work with the administrative team to ensure timely rescheduling.
Schedule established patient appointments using Apex and its related components.
Understand the distinction of each medical practice and how care is delivered.
Coordinate appointments with multiple providers as required.
Discuss practice policies and procedures with patients and referring physicians.
Answer questions about provider schedules and act as a resource to other practices and ancillary services.
Provide prompt and convenient appointment access to patients.
Adhere to provider productivity standards as established in APEX templates.
Screen telephone calls, identifying emergencies and routing messages, refill requests, etc.
Utilize legacy systems and Apex to retrieve pertinent patient data.
Follow practice procedures for follow-up of missed appointments.
Cover Apex in-baskets and phone messages when team members are absent.
Adjust priorities as required for smooth practice operation and notify clinical staff.
Provide administrative support to providers in coordination of patient care.
Schedule procedures and tests, providing appropriate instructions to patients.
Collaborate with clinical staff in problem-solving patient needs and requests.
Process and follow through on urgent patient needs.
Demonstrate courtesy and helpfulness in all interactions.
Collaborate with the Practice Supervisor and Administrative Director in resolving patient complaints.
Assist in maintaining current filing and scanning.
Understand multiple clinical symptoms and their associated escalation level.
Provide advanced customer service to patients who are medication dependent and may exhibit challenging behaviors.
De-escalate difficult encounters and seek additional support when needed.
Act as liaison with Concierge Services and expedite requested services.
Coordinate complex patient care activities, including Tumor block genetic testing, Home Care, Physical Therapy, DME paperwork, disability paperwork, and Workers’ Compensation.
Keep track of patients with parallel pathways for medical care and work with clinical providers.
Create and maintain APeX patient lists or Excel Spreadsheets for tracking purposes.
Book Radiology appointments directly into Radiology scheduling software, ensuring accuracy.
Identify referral problems, report to management with suggested solutions.
Develop and review reports related to referral management.
Maintain Open Access schedules to meet Patient-Centered Medical Home (PCMH) standards.
Enter new incoming referrals and authorization information into APeX.
Update and close CRM messages and convert CRM messages into telephone encounters.
Open, document within, route, and close telephone encounters in APeX.
Utilize smart text logic to document patient phone screening.
Work applicable APeX workqueues to address patient care and service matters.
Create and send administrative communications via MyChart.
Create SmartPhrase templates associated with administrative functions.
Create and route patient letters associated with administrative matters.
Perform enter/edit outside test results following established workflow.
Encourage use of the check-in kiosk and troubleshoot technical or customer service issues.
Modify order class of labs.
Perform advanced appointment scheduling using complex protocols.
Support Patient-Centered Medical Home, Standard 1 guidelines.
Respond to telephone calls from patients seeking medical care at UCSF Medical Center.
Utilize the EPIC Appointment Scheduling System (Cadence) to schedule patient appointments.
Document call information in the EPIC CRM concisely and accurately.
Respond to patient’s online Web appointment requests.
Utilize Phone Bank protocols to determine when to involve a clinician.
Pull and prepare charts prior to patient appointment.
File all patient-related information, track incoming slides, films, and reports.
Scan and import patient records and documents in APeX system.
Uphold UCSF Medical Center policy regarding the maintenance and confidentiality of medical records.
Maintain and adhere to patient confidentiality and HIPAA guidelines.
Participate in team building by actively contributing during meetings.
Attend training classes provided by Medical Center, Billing Agent, and others.
Work with supervisor and co-workers to ensure comprehensive response to patient care needs.
Be an active participant in performance improvement projects and customer service initiatives.
Comply with all Medical Center and Ambulatory Services procedures for infection control, safety, administrative and clinical practice.
Comply with activities mandated by the Joint Commission, Title 22.
Fill in for other co-workers to help address workload problems and cover vacation or sick leave openings.
Maintain provider calendars.
Assist with the delivery and maintenance of a high standard of patient care using the Patient Centered Medical Home model.
Act as the coordinator for all of patient’s needs such as forms.
Provide 1:1 and team training for new hires and new initiatives and procedures.
Facilitate Float coverage as needed for practice.
Serve on and contribute documentation to the Patient Centered Medical Home application workgroup.
Report any malfunctioning of equipment.
Comply with recommendations made by ergonomic specialists.
Comply with infection control policies.
Serve as practice deputy for life/safety activities and help lead drills.
Deal directly with patients either by telephone, electronically or face to face while consistently following EVERYDAY PRIDE principles.
Respond promptly and courteously to internal and external inquiries.
Stay logged into appropriate APeX Pools and In Baskets.
Handle front-line patient complaints with support.
Support all performance improvement initiatives.
Obtain and evaluate all relevant information to handle inquiries and complaints.
Notify providers of patient delays and service issues.
Act as an advocate for patients to help facilitate provider punctuality.
Communicate provider delays with front office teams and make announcements to the waiting room.
Offer suggestions for changes or improvement in clinic/practice operations.
Lead by example in areas of professional appearance, demeanor, and body language.
Seek opportunities to improve patient convenience.
Utilize service recovery amenities as appropriate.
Contribute to the development of a patient-focused environment.
Address and resolve escalated issues of day-to-day operations.
Serve as a liaison to management to advise on and take lead action on process improvement initiatives.
Act as a primary resource for one or more designated functions in the department.
Provide feedback related to staff performance.
Support staff through orientation, training, and oversight.
Attend monthly organization meetings/trainings to enhance SuperUser role.
Demonstrate service excellence by following the Everyday PRIDE Guide.
Use effective communication skills with patients and staff.
Exhibit teamwork skills to positively acknowledge and recognize colleagues.
Exhibit tact and professionalism in difficult situations.
Demonstrate an understanding of and adhere to privacy, confidentiality, and security policies.
Demonstrate an understanding of and adhere to safety and infection control policies.
Assume accountability for improving quality metrics and meeting organizational/departmental targets.
Keep working areas neat, orderly, and clutter-free.
Adhere to cleaning processes and put things back where they belong.
Remove and report broken equipment and furniture.
Pick up and dispose of any litter found throughout the facility.
Post flyers and posters in designated areas only.
Know where the Environment of Care Manual is kept and correct or report unsafe conditions.
Protect the physical environment and equipment from damage and theft.
Demonstrate innovation and flexibility regarding the modification of tasks or workflows.
Perform other duties as assigned.
Perform other clerical duties as assigned.