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

University of Southern California•Los Angeles, CA

2d•$25 - $40•Onsite

About The Position

Support Coordinator III serves as a senior-level support coordinator within the Ambulatory clinic, focusing on ensuring a smooth outpatient flow to optimize patient satisfaction and clinic operations. This role involves a wide range of duties essential to the daily clinic preparation process, including customer service, extensive phone handling, patient intake, message distribution, obtaining medical reports and imaging, procedure scheduling, encounter registration, co-pay collection, and referrals management. The position also performs other assigned duties. Specifically, the Support Coordinator III will assist with all aspects of patient care, coordinate clinic schedules and patient appointments, verify insurance benefits, prepare charts and charge tickets, and coordinate the scheduling of surgeries and diagnostic testing. This includes sending pre-operative packets, preparing surgery charge tickets, and compiling letters of medical necessity. The role acts as a liaison between the clinic and referring physicians, assists in managing post-surgical patient follow-up care, and coordinates efficient clinic scheduling. Excellent communication skills in English, comfort with computers and medical terminology, and in-depth knowledge of insurance types are required.

Requirements

High School diploma 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, with a proactive approach, able to work efficiently under pressure and 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.
Ability to work independently under limited supervision, take initiative, deal effectively with constant change, and willingly accept responsibility.
Demonstrated ability to work independently and in a team setting.
Fire Life Safety Training (LA City) - must be obtained within 30 days of hire if no card is presented.

Nice To Haves

Bachelor’s Degree in a related field.
5-7 years of 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

Serves as a senior-level support coordinator, providing smooth outpatient flow for optimum patient satisfaction and clinic operation.
Participates in daily clinic preparation, including customer service, heavy 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 with surgery instructions, preparing surgery charge tickets, and compiling letters of medical necessity.
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.
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 for visits and procedures.
Schedules patient evaluation and clinic appointments in a timely manner, accommodating patient needs, including surgery scheduling, 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 as needed, contacts and distributes messages using electronic systems, and responds to emails and voicemails within 24 hours.
Displays courtesy, compassion, kindness, and honesty when interacting with patients and clinic personnel.
Greets patients courteously and professionally, acting as a single point of contact and taking accountability for their patient experience.
Provides information and guidance to patients and caregivers regarding scheduling, paperwork, and follow-up appointments.
Reviews completed financial risk assessments and assists patients with insurance benefits and alternative funding sources, referring complex issues to financial counselors.
Reviews and provides detailed estimates of patient liabilities, including co-payments, deductibles, co-insurance, deposits, or prior account balances.
Facilitates communication between patients, caregivers, and the care team, communicating changes to all involved personnel and working with hospital staff to resolve issues.
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 and provides resolution.
Acts with flexibility in covering other staff members for sick time, vacation, or leave of absence.
Maintains open communication with management and staff, demonstrating a professional demeanor.
Keeps abreast of changes within the USC healthcare system.
Works 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.
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 in partnership with department leaders.
Performs other duties as assigned.