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

University of Southern California•Los Angeles, CA

1d•Onsite

About The Position

Support Coordinator III serves as a senior-level support coordinator within the Ambulatory clinic, aiming to ensure smooth outpatient flow and optimal patient satisfaction. This role involves a wide range of duties including daily clinic preparation, 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 assists with all aspects of patient care, coordinates clinic schedules and patient appointments, verifies insurance benefits, prepares charts and charge tickets, and coordinates surgery and diagnostic testing. It acts as a liaison between the clinic and referring physicians, manages follow-up care for post-surgical patients, and ensures efficient case flow. The role requires excellent communication skills in English, comfort with computers and medical terminology, and in-depth knowledge of insurance types.

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, interpret on-line queries and preferably with GE Centricity Business, Cerner, PBAR, and scheduling systems
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
Must be comfortable with computers and medical terminology
In depth knowledge of major insurance plans and types of coverage provided, including government health programs
Has 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 medical office preferably in an ambulatory care environment
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

Serves as a senior-level support coordinator in an Ambulatory clinic.
Ensures smooth outpatient flow and optimum patient satisfaction.
Participates in daily clinic preparation, including customer service, phone answering, intake, message distribution, obtaining medical reports/imaging, procedure scheduling, encounter registration, co-pay collections, and referrals management.
Assists with all aspects of patient care.
Coordinates clinic schedules, patient appointments, and follow-up.
Answers patient phone calls, verifies insurance benefits, prepares charts for clinic, and prepares charge tickets for clinic visits.
Coordinates scheduling of all surgeries and diagnostic testing for patients, including sending pre-op packets and preparing surgery charge tickets.
Compiles letters of medical necessity.
Assists the office with clerical duties.
Acts as a liaison between the clinic and referring physicians to manage patient care through all phases.
Assists in managing follow-up care for post-surgical patients by setting up follow-up care appointments.
Coordinates an organized and efficient case flow of clinic scheduling.
Works with physicians in the Surgery Department.
Demonstrates accuracy and thoroughness in entering information into computer systems.
Processes new referrals in a timely manner, including obtaining outside medical records, entering demographic information, providing records for review, verifying insurance, and obtaining authorization.
Schedules patient evaluation and clinic appointments, including surgery, laboratories, diagnostic testing, and consultations.
Reviews master schedule to anticipate requirements and changes for operational flow and patient experience.
Coordinates and schedules diagnostic testing, including sending letters of medical necessity.
Assists with clerical and scheduling needs, including filing and collection of supporting documentation for billing.
Provides phone coverage, distributes messages using electronic systems, and responds to emails and voicemails within 24 hours.
Displays courtesy, compassion, kindness, and honesty with patients and personnel.
Greets patients courteously and professionally.
Acts as a single point of contact for patients and caregivers, taking accountability for their experience.
Provides information and guidance to patients and caregivers regarding scheduling, paperwork, and follow-up appointments.
Reviews financial risk assessment and assists patients with insurance benefits and alternative funding sources.
Provides detailed estimates of patient liabilities.
Facilitates communication between patients, caregivers, and the care team.
Ensures all pertinent documentation is completed and submitted timely and accurately.
Adheres to policies protecting patient confidentiality.
Assists Support Coordinator I with complex customer service issues.
Demonstrates flexibility in covering other staff members.
Maintains open communication with management and staff.
Keeps abreast of changes within the USC healthcare system.
Works collaboratively as the department’s liaison with other hospital and physicians’ staff.
Responsible for onboarding and training new hire employees and physicians.
Assists Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting.
Works on auditing, correction, and resubmitting rejected charges and follow-up.
May lead department-specific projects, audits, or quality/process improvement efforts.