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

University of Southern California•Glendale, CA

1d•$26 - $41

About The Position

Support Coordinator II is an intermediate-level support coordinator in an ambulatory clinic, helping maintain smooth outpatient flow, patient satisfaction, and effective clinic operations. The role coordinates multiple appointments involving multi-specialty clinical services and supports daily clinic preparation, including customer service, phone coverage, patient intake, message distribution, obtaining medical records and imaging, procedure scheduling, encounter registration, copay collection, and referral management. The coordinator handles referral processing, scheduling, insurance verification and authorizations, diagnostic testing coordination, clinic communications, and documentation supporting billing. The role also serves as a primary contact for patients and caregivers, provides guidance about care and appointments, helps address financial and insurance concerns, and facilitates communication across patients, caregivers, and care-team members. Additional duties may include assisting with onboarding and training, quality assurance, patient-flow projects, data collection and reporting, and charge correction and follow-up.

Requirements

High school diploma or equivalent.
Demonstrated ability in customer service, intake, and scheduling.
Proven record of working with the public in a customer-service role.
Familiarity with word processing, Microsoft Outlook, intranet navigation, and interpreting online queries; familiarity with GE Centricity Business, Cerner, PBAR, and scheduling systems is preferred within the listed qualification.
Excellent communication skills, including proficient spoken, written, and reading English.
Flexibility, enthusiasm, a proactive approach, ability to work efficiently under pressure, and ability to work efficiently in a team environment.
Knowledge and understanding of insurance plans and coverage types, including government health programs.
Knowledge and ability to process 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 accept responsibility.
Ability to work independently and as part of a team.
Fire Life Safety Training (LA City); if the employee does not have a card upon hire, it must be obtained within 30 days and maintained through renewal before expiration (required within LA City only).

Nice To Haves

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

Responsibilities

Enter information accurately into computer systems.
Process new referrals promptly, including obtaining outside medical records, entering demographic information, providing records to physicians or multidisciplinary teams for review, verifying insurance, and obtaining authorization for visits and procedures.
Schedule evaluations, clinic appointments, surgery, laboratory work, diagnostic testing, and consultations in a timely manner while accommodating patient needs and following department procedures.
Review the master schedule and anticipate requirements or changes based on activity levels to support operational flow and a positive patient experience.
Coordinate diagnostic testing, including sending letters of medical necessity.
Provide clerical and scheduling support, including filing and collecting documentation for billing.
Provide phone coverage; contact and distribute messages to medical personnel through electronic messaging systems; read and respond to email; and retrieve and respond to voicemail within 24 hours per department protocol.
Interact courteously and professionally with patients, the public, and clinic personnel.
Serve as a point of contact for patients and caregivers, providing information and guidance about care, scheduling, paperwork, and follow-up appointments.
Complete financial risk assessments and assist patients and families with insurance benefits and alternative funding sources, referring complex issues to appropriate financial or admitting representatives.
Prepare patient-liability estimates, including copayments, deductibles, coinsurance, deposits, and prior account balances, according to department guidelines and systems.
Facilitate communication among patients, caregivers, physicians, nurses, laboratory staff, and other care-team members; communicate changes in patient and case information; and work with hospital personnel to resolve issues and accommodate patients.
Follow policies protecting patient confidentiality.
Assist Support Coordinator I staff with complex customer-service issues and their resolution.
Cover for other staff during sick time, vacation, or leaves of absence, and maintain professional communication with management and colleagues.
Stay informed about changes within the USC healthcare system and act as a departmental liaison with hospital and physician staff.
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.