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

Keck Medicine of USC•Los Angeles, CA

1d•$26 - $41•Onsite

About The Position

Support Coordinator II serves as an intermediate-level support coordinator within the Ambulatory clinic, focusing on ensuring a smooth outpatient flow to optimize patient satisfaction and clinic operations. This role is responsible for coordinating multiple appointments across various multi-specialty clinical services. The position involves a range of daily clinic preparation duties, including customer service, heavy phone answering, intake, message distribution, obtaining medical reports and imaging, procedure scheduling, encounter registration, co-pay collections, and referrals management. Other duties may be assigned as needed.

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, and interpreting on-line queries
Must have 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 patient 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.

Nice To Haves

Bachelor’s Degree in a related field
3-5 years Experience in administrative or customer service in a 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

Processes new referrals in a timely manner, including obtaining outside medical records, entering demographic information, providing records to the review team, verifying insurance, and obtaining authorization for visits and procedures.
Schedules patient evaluation and clinic appointments, including surgery, laboratories, diagnostic testing, and consultations, while accommodating patient needs and physician requests.
Reviews master schedules to anticipate requirements and changes, ensuring a well-managed operational flow and positive patient experience.
Coordinates and schedules diagnostic testing for patients, including sending letters of medical necessity.
Assists with clerical and scheduling needs for billing, including filing and collection of supporting documentation.
Provides phone coverage, contacts and distributes messages to medical personnel via electronic systems, and responds to emails and voicemails within 24 hours.
Greets patients courteously and professionally, acting as a single point of contact for patients and caregivers, 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, including copayments, deductibles, co-insurance, deposits, and prior balances.
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, demonstrating 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 hires 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.