Support Coordinator III - Buena Park Oncology Treatment Center - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

University of Southern California•Buena Park, CA

About The Position

Support Coordinator III is a senior-level support role in an ambulatory oncology clinic, supporting smooth outpatient flow, patient satisfaction, and clinic operations. The position handles daily clinic preparation and patient coordination, including customer service, phone coverage, intake, message distribution, obtaining medical records and imaging, procedure and surgery scheduling, encounter registration, copay collection, insurance verification, and referral management. The role assists with all aspects of patient care and coordinates clinic schedules, appointments, follow-up, diagnostic testing, and related documentation. It also supports clerical operations, billing documentation, patient financial estimates, and communication among patients, caregivers, physicians, and other care-team members. The coordinator works with physicians in the Surgery Department and may support multidisciplinary care throughout intake, evaluation, and listed phases, as well as post-surgical follow-up. Additional responsibilities include onboarding and training new employees and physicians, assisting the Clinic Manager with quality assurance and operational projects, auditing and correcting rejected charges, and potentially leading department projects or process-improvement efforts. The position requires proficient English communication, comfort with computers and medical terminology, and in-depth knowledge of insurance types.

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.
Knowledge of insurance billing, admitting, or registration experience in a hospital or medical office.
Knowledge of medical terminology.
Familiarity with word processing, Microsoft Outlook, intranet navigation, and interpreting online queries; familiarity with GE Centricity Business, Cerner, PBAR, and scheduling systems is preferred.
Excellent English speaking, reading, and writing skills.
Flexibility, enthusiasm, a proactive approach, ability to work efficiently under pressure, and ability to work effectively in a team environment.
Comfort with computers and medical terminology.
In-depth knowledge of major insurance plans and coverage types, including government health programs.
Mastery of timely new-referral processing.
Demonstrated knowledge and experience in patient scheduling.
Ability to work independently under limited supervision, take initiative, handle constant change, and accept responsibility.
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. Required within LA City only.

Nice To Haves

Bachelor’s degree in a related field.
Five to seven years of administrative or customer-service experience in a medical office, preferably in an ambulatory-care environment.
Ability to speak Chinese (Mandarin or Cantonese) or Spanish.
Job-relevant billing and coding certificate.
Certified Medical Assistant (CMA), Medical Assistant Certificate, or equivalent.

Responsibilities

Prepare for daily clinic operations and support smooth outpatient flow and patient satisfaction.
Coordinate clinic schedules, patient appointments, follow-up care, surgery scheduling, laboratory work, diagnostic testing, and consultations.
Process new referrals, obtain outside medical records, enter patient demographic information, route records for clinical review, verify insurance, and obtain authorizations.
Review master schedules and anticipate operational needs and changes to maintain efficient clinic flow.
Coordinate diagnostic testing and prepare or send medical-necessity letters and surgery pre-operative packets and instructions.
Prepare charts, charge tickets, encounter registrations, and supporting documentation for billing; collect copayments as applicable.
Provide phone coverage, answer patient calls, distribute messages through electronic systems, and respond to voicemail within 24 hours per department protocol.
Provide courteous and professional customer service and act as a point of contact for patients and caregivers, offering guidance on scheduling, paperwork, and follow-up.
Review financial risk assessments and provide information about insurance benefits, patient liabilities, and alternative funding sources; refer complex issues to appropriate financial staff.
Facilitate communication among patients, caregivers, physicians, nurses, laboratory staff, and other care-team members, and communicate changes in patient or case information.
Ensure required clinical and administrative documentation is completed and submitted accurately and on time while protecting patient confidentiality.
Assist Support Coordinator I staff with complex customer-service issues and resolutions.
Cover for other staff during absences and maintain professional communication with management and colleagues.
Serve as a liaison between the department and hospital personnel, physicians, and referring physicians; keep current with changes in the USC healthcare system.
Onboard and train new employees and physicians.
Assist the Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting.
Audit, correct, and resubmit rejected charges and follow up on them.
May lead department projects, audits, or quality and process-improvement efforts in partnership with the department leader.
Perform other duties as assigned.