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

University of Southern California•Los Angeles, CA

6d•$26 - $41•Onsite

About The Position

Support Coordinator III serves as a senior-level support coordinator within the Ambulatory clinic, aiming to ensure smooth outpatient flow for optimal patient satisfaction and clinic operation. This role involves a variety of duties crucial to daily clinic preparation, including customer service, heavy phone answering, intake, message distribution, obtaining medical reports and imaging, procedure scheduling, encounter registration, co-pay collections, and referrals management. The position also performs other duties as assigned.

Requirements

High School or equivalent
Demonstrated mastery in customer service, intake, and scheduling
Proven record of dealing with the public in a customer service role
Proven knowledge of insurance billing, admitting, or registration experience in a hospital or medical office
Knowledge of medical terminology
Familiarity with word processing, Microsoft Outlook, navigating the intranet, interpreting on-line queries, and preferably with GE Centricity Business, Cerner, PBAR, and scheduling systems
Excellent communication skills, including the ability to speak, read, and write English proficiently
Highly flexible, enthusiastic, proactive approach, work efficiently under pressure, and work efficiently in a team environment
Comfortable with computers and medical terminology
In-depth knowledge of major insurance plans and types of coverage provided, including government health programs
Mastery in processing new referrals in a timely manner
Demonstrated knowledge and experience in patient scheduling
Works independently under limited supervision, takes initiative, deals effectively with constant change, and willingly accepts responsibility
Demonstrated 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
5-7 years Experience in administrative or customer service in a medical office, preferably in an ambulatory care environment
Ability to speak Chinese (Mandarin or Cantonese) or Spanish
Certified Medical Assistant - CMA Medical Assistant Certificate or equivalent
Certification - Job Relevant Billing and Coding Certificate

Responsibilities

Assist with all aspects of patient care.
Coordinate clinic schedules, patient appointments, and follow-up.
Answer patient phone calls, verify insurance benefits, prepare charts for clinic, and prepare charge tickets for clinic visits.
Coordinate scheduling of all surgeries and diagnostic testing for patients, including sending pre-op packets with surgery instructions, preparing surgery charge tickets, and compiling letters of medical necessity.
Assist the office with clerical duties.
Act as a liaison between the clinic and referring physicians to manage patient care through all phases (In-take/Evaluation/Listed).
Assist in managing follow-up care for post-surgical patients by setting up follow-up care appointments.
Coordinate an organized and efficient case flow of clinic scheduling.
Work with any and every physician in the Surgery Department.
Demonstrate accuracy and thoroughness in entering information into computer systems.
Process new referrals in a timely manner, including obtaining outside medical records, entering demographic information, providing medical records for review, verifying insurance, and obtaining authorization for visits and procedures.
Schedule patient evaluation and clinic appointments in a timely manner, accommodating patient needs, including surgery scheduling, laboratories, diagnostic testing, and consultations.
Fulfill other department scheduling functions per department procedures and protocols.
Review master schedule and anticipate requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience.
Coordinate and schedule diagnostic testing for patients, including sending letters of medical necessity.
Assist with clerical and scheduling needs, including filing and collection of supporting documentation for billing.
Provide phone coverage as needed, contacting and distributing messages to medical personnel using electronic systems.
Read and respond to email throughout the day.
Retrieve and respond to voicemail messages within 24 hours per department protocol.
Display courtesy, compassion, kindness, and honesty while interacting with the public, patients, and clinic personnel.
Greet patients in a courteous and professional manner.
Act as a single point of contact for patients and caregivers, taking accountability for their patient experience.
Provide information and guidance to patients and caregivers regarding all areas of patient care, including scheduling, paperwork, and follow-up appointments.
Review completed financial risk assessment and provide assistance regarding insurance benefits and alternative funding sources, referring complex issues to financial counselors or admitting representatives.
Review and provide detailed estimates of patient liabilities to patients, physicians, and insurance companies.
Facilitate communication between patients, caregivers, and the care team, including physicians and nurses.
Communicate all changes with patient and case information to all involved personnel.
Work with various hospital personnel to resolve issues and accommodate patients.
Ensure all pertinent documentation required by clinical and administrative staff is completed and submitted timely and accurately.
Adhere to policies aimed at protecting patient confidentiality.
Assist Support Coordinator I with complex customer service issues and provide resolution.
Act and demonstrate flexibility in covering other staff members for sick time, vacation, or leave of absence.
Maintain an open line of communication with management and other staff, demonstrating a professional demeanor.
Keep abreast of changes within the USC healthcare system.
Work collaboratively as the department’s liaison between the department and other hospital and physicians’ staff.
Responsible for onboarding and training new hire employees and physicians.
Assist Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting.
Work on auditing, correction, and resubmitting rejected charges and follow up.
May lead department-specific projects, audits, or quality/process improvement efforts in partnership with department leaders.
Perform other duties as assigned.