Support Coordinator II - Surgery Clinic Admin - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

University of Southern California•Los Angeles, CA

10d

About The Position

Support Coordinator II is an intermediate-level support coordinator in an ambulatory clinic. The position supports smooth outpatient flow, patient satisfaction, and clinic operations by coordinating appointments across multiple specialties and handling daily clinic preparation. Duties include customer service, phone coverage, patient intake, message distribution, obtaining medical records and imaging, procedure scheduling, encounter registration, copay collection, referral management, and other assigned duties. The role processes referrals and coordinates patient evaluations, clinic appointments, surgery scheduling, laboratory and diagnostic testing, and consultations. It reviews schedules to anticipate operational needs, manages related documentation, and communicates with patients, caregivers, clinicians, and hospital personnel. The coordinator also supports patient financial assessments, insurance and funding questions, patient liability estimates, and resolution of service issues. Additional duties may include training new employees and physicians, supporting the Clinic Manager with quality assurance and reporting, and auditing and resubmitting rejected charges. USC Care Medical Group is the physician entity reporting to the USC Health System. It supports clinical governance, physician and ambulatory services, billing, contracting, and financial operations across 17 clinical departments, approximately 1,500 physicians, 2,000 staff, and more than 80 locations.

Requirements

High school diploma 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, intranet navigation, and interpreting online queries; preferably experience with GE Centricity Business, Cerner, PBAR, and scheduling systems.
Excellent communication skills, including the ability to speak, read, and write English proficiently.
Highly flexible and enthusiastic, with a proactive approach; able 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 to process new referrals promptly.
Demonstrated ability and knowledge in patient scheduling.
Ability to work independently under supervision, take initiative, deal effectively with constant change, and accept responsibility.
Ability to work independently and in a team setting.
Fire Life Safety Training (LA City); if the card is not held upon hire, it must be obtained within 30 days of hire and maintained through renewal before expiration (required within LA City only).

Nice To Haves

Bachelor’s degree in a related field.
3–5 years of administrative or customer-service experience in a medical office, preferably in an ambulatory care environment.
Knowledge of medical terminology.
Knowledge of insurance billing, admitting, or registration in a hospital or medical office.
Ability to speak Chinese (Mandarin or Cantonese) or Spanish.
Certified Medical Assistant (CMA), Medical Assistant Certificate, or equivalent.
Job-relevant billing and coding certificate.

Responsibilities

Process new referrals promptly, obtain outside medical records, enter demographic information, provide records for clinical review, verify insurance, and obtain authorizations for visits and procedures.
Schedule evaluations, clinic appointments, surgeries, laboratory work, diagnostic testing, and consultations according to physician requests, patient needs, and departmental procedures.
Review the master schedule and anticipate activity changes and operational requirements to support clinic flow and a positive patient experience.
Coordinate diagnostic testing, including sending letters of medical necessity.
Assist with clerical and scheduling needs, including filing and collecting supporting billing documentation.
Provide phone coverage; distribute messages to medical personnel through electronic systems; monitor email; and retrieve and respond to voicemail within 24 hours per department protocol.
Greet and assist patients and caregivers, provide guidance on scheduling, paperwork, and follow-up appointments, and take accountability for their experience.
Complete financial risk assessments and help patients and families understand insurance benefits and alternative funding sources; refer complex issues to appropriate financial personnel.
Prepare estimates of patient liabilities, including copayments, deductibles, coinsurance, deposits, and prior account balances.
Facilitate communication among patients, caregivers, and care-team members; communicate changes in patient and case information; and coordinate with hospital personnel to resolve issues and accommodate patients.
Protect patient confidentiality and assist Support Coordinator I with complex customer-service issues and their resolution.
Cover for other staff during sick time, vacation, or leaves of absence; maintain communication with management and colleagues; and work collaboratively as a departmental liaison with hospital and physician staff.
Keep abreast of changes within the USC healthcare system.
May assist with onboarding and training new employees and physicians.
May assist the Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting.
May audit, correct, and resubmit rejected charges and follow up.
Perform other duties as assigned.