Support Coordinator - Arcadia Multispecialty Clinic - Med Surg Onc - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

University of Southern California•Arcadia, CA

1d•$25 - $40•Onsite

About The Position

Support Coordinator II serves as an intermediate-level support coordinator within the Ambulatory clinic, aiming to ensure smooth outpatient flow, optimize patient satisfaction, and facilitate efficient clinic operations. This role is responsible for coordinating multiple appointments across various multi-specialty clinical services. The position involves a range of duties essential to daily clinic preparation, including customer service, extensive phone handling, patient intake, message distribution, obtaining medical reports and imaging, procedure scheduling, encounter registration, co-pay collection, and referrals management. Performs other duties as assigned.

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, interpreting 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
Highly flexible, enthusiastic, with a proactive approach, ability to work efficiently under pressure and in a team environment
Knowledge and understanding of insurance plans and types of coverage, including government health programs
Knowledge and ability in processing new referrals in a timely manner
Demonstrated ability and knowledge in patient scheduling
Ability to work independently under supervision, take initiative, deal effectively with constant change, and willingly accept 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 of experience in administrative or customer service in a medical office, preferably in an ambulatory care environment
Knowledge of medical terminology
Proven knowledge of insurance billing, admitting, or registration experience in a hospital or medical office
Ability to speak Chinese (Mandarin or Cantonese) or Spanish

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 the review team, verifying insurance, and obtaining authorization for visits and procedures.
Schedules patient evaluation and clinic appointments promptly, accommodating physician requests and patient needs, including surgery, laboratories, diagnostic testing, and consultations.
Reviews master schedule to anticipate requirements and changes, ensuring well-managed operational flow and a positive patient experience.
Coordinates and schedules diagnostic testing for patients, including sending letters of medical necessity.
Assists with clerical and scheduling needs, including filing and collecting supporting documentation for billing.
Provides phone coverage as needed, distributing messages to medical personnel via electronic systems (text, voice, email) and responding to voicemails within 24 hours.
Displays courtesy, compassion, kindness, and honesty in interactions with the public, patients, and clinic personnel.
Greets patients courteously and professionally.
Acts as a single point of contact for patients and caregivers, taking accountability for their experience and providing guidance on scheduling, paperwork, and follow-up appointments.
Completes financial risk assessments and assists patients with insurance benefits and alternative funding sources, referring complex issues to financial counselors.
Prepares estimates of patient liabilities based on departmental guidelines.
Facilitates communication between patients, caregivers, and the care team, resolving issues and accommodating patient needs.
Adheres to policies protecting patient confidentiality.
Assists Support Coordinator I with complex customer service issues.
Demonstrates flexibility in covering other staff members for absences.
Maintains open communication with management and staff, exhibiting a professional demeanor.
Stays informed about changes within the USC healthcare system.
Acts as a liaison between the department and other hospital and physicians' staff.
May assist with onboarding and training new 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.