Support Coordinator II - PMOB CVI Diagnostic - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

University of Southern California•Pasadena, CA

22h•Onsite

About The Position

The Support Coordinator II is an intermediate-level role within the Ambulatory clinic, responsible for ensuring smooth outpatient flow, optimal patient satisfaction, and efficient clinic operation. This position involves coordinating multiple appointments across various multi-specialty clinical services. Key duties include customer service, heavy phone answering, patient intake, message distribution, obtaining medical reports and imaging, procedure scheduling, encounter registration, co-pay collections, and referrals management. Additionally, the coordinator may assist with onboarding and training new employees and physicians, support the Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting, and handle auditing, correction, and resubmission of rejected charges and follow-up.

Requirements

High School or equivalent
Demonstrated ability in customer service, intake and scheduling
Proven record of dealing with the public in a customer service role
Familiarity with word processing, Microsoft Outlook, navigating the intranet, interpret on-line queries and preferably with GE Centricity Business, Cerner, PBAR, scheduling systems
Excellent communication skills, including the ability to speak, read and write English proficiently.
Must be highly flexible, enthusiastic, have a proactive approach, work efficiently under pressure and work efficiently in a team environment.
Knowledge and understanding of insurance plans and types of coverage provided, including government health programs
Knowledge and ability in processing new referrals in a timely manner
Demonstrated ability and knowledge in patients scheduling
Works independently under supervision, takes initiative, deals effectively with constant change, and willingly accepts responsibility
Possesses ability to work independently and in a team setting.
Fire Life Safety Training (LA City) - If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

Nice To Haves

Bachelor’s Degree In a related field
3-5 years Experience in administrative or customer service in medical office preferably in an ambulatory care environment.
Knowledge of medical terminology preferred
Proven knowledge of insurance billing, admitting, or registration experience in a hospital or medical office preferred
Ability to speak Chinese (Mandarin or Cantonese) or Spanish preferred
Certified Medical Assistant - CMA Medical Assistant Certificate or equivalent preferred
Certification - Job Relevant Billing and Coding Certificate

Responsibilities

Demonstrates accuracy and thoroughness in entering information into computer systems.
Processes new referrals in a timely manner, including obtaining required outside medical records, entering demographic information, providing medical records to physician/multidisciplinary team for review, verifying insurance, and obtaining authorization for visits and procedures.
Schedules patient’s evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient’s needs, including surgery scheduling, laboratories, diagnostic testing and consultations.
Fulfills other department scheduling functions per department procedures and protocols.
Reviews master schedule and anticipates requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience.
Coordinates and schedules diagnostic testing for patients, including sending letters of medical necessity.
Assists with the clerical and scheduling needs including filing and collection of supporting documentation for billing.
Provides phone coverage as needed.
Contacts and distributes messages to medical personnel using a variety of electronic messages including text, voice, and email systems.
Reads and responds to email throughout the day.
Retrieves and responds to voicemail messages within 24 hours per department protocol.
Displays courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel.
Greets patients in a courteous and professional manner.
Acts as a single point of contact for patients and caregivers and takes accountability for their patient experience.
Provides information and guidance to patients and caregivers regarding all areas of patient care, including scheduling, paperwork, and follow-up appointments.
Completes a financial risk assessment and, as indicated, provides assistance to patient/patient families regarding insurance benefits and alternative funding sources, including referral of complex financial or insurance coverage issues to financial counselors or others.
Prepares estimate of patient liabilities to patients, physicians and insurance companies based on guidelines and/or systems provided by the department, including but not limited to copayment, deductibles, co-insurance, deposits, or prior account balances.
Facilitates communication between patient and caregivers, and all members of the care team, including physicians, nurses, lab, etc.
Communicates all changes with patient and case information to all involved personnel.
Works with various hospital personnel to resolve issues and accommodate patient.
Adheres to policies aimed to protect patient confidentiality.
Assists Support Coordinator I with complex customer service issues and provide resolution.
Acts and demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence.
Maintains an open line of communication with management and other staff and always demonstrates a professional demeanor.
Keeps abreast of changes within the USC healthcare system.
Works collaboratively as department’s liaison/representation between the department and other hospital and physicians’ staff.
May assist with onboarding and training new hire employees and physicians.
May assist Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting.
May work on auditing, correction, and resubmitting rejected charges and follow up.
Performs other duties as assigned.