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

University of Southern California•Los Angeles, CA

1d•$26 - $41

About The Position

The Support Coordinator II is an intermediate-level support coordinator in an ambulatory surgery clinic. The role supports smooth outpatient flow, patient satisfaction, and clinic operations, including coordinating appointments across multiple specialty services. Daily work includes customer service, phone coverage, intake, message distribution, obtaining medical records and imaging, procedure scheduling, encounter registration, copay collections, and referral management. The coordinator processes and schedules referrals, appointments, diagnostic testing, and procedures; maintains accurate patient information and supporting billing documentation; and coordinates communications among patients, caregivers, physicians, and other care-team members. The role also helps patients understand scheduling and financial matters, supports clinic operations and patient flow, collaborates with colleagues, and may assist with onboarding, quality assurance, reporting, and charge follow-up. The position performs other duties as assigned.

Requirements

High school diploma or equivalent.
Demonstrated ability in customer service, intake, and scheduling, with a proven record of dealing 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 this qualification.
Excellent English speaking, reading, and writing skills.
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 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 as part of a team.
Fire Life Safety Training (LA City); if not held upon hire, it must be obtained within 30 days of hire and maintained through renewal before expiration, for work 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

Process new referrals promptly, obtain outside medical records, enter demographic information, provide records for clinical review, verify insurance, and obtain authorizations.
Schedule evaluations, clinic appointments, surgeries, laboratory work, diagnostic testing, consultations, and other services in accordance with patient needs and department procedures.
Review the master schedule and anticipate operational needs and changes to support clinic flow and patient experience.
Coordinate diagnostic testing, including sending letters of medical necessity.
Provide clerical and scheduling support, including filing and collecting supporting documentation for billing.
Provide phone coverage; distribute messages to medical personnel through electronic systems; respond to email and voicemail within department protocols.
Greet and assist patients and caregivers, provide information and guidance about care, scheduling, paperwork, and follow-up appointments, and take accountability for their experience.
Complete financial risk assessments and assist patients with insurance benefits and alternative funding resources; 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 or case information and work with hospital personnel to resolve issues.
Protect patient confidentiality and assist Support Coordinator I staff with complex customer-service issues.
Cover for other staff during sick time, vacation, or leave; maintain communication with management and colleagues and collaborate across departments.
Keep informed about changes within the USC healthcare system and serve as a liaison between the department and hospital and physician staff.
May assist with onboarding and training new employees and physicians; may support the Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting.
May audit, correct, and resubmit rejected charges and conduct follow-up.
Perform other duties as assigned.