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About the Role

The Ambulatory Administrative Coordinator functions as the primary contact for new and returning patients requiring ambulatory care at UCSF Health Facial Plastics. This role supports practice operations, complex surgery scheduling, billing, and advanced care coordination with multiple departments. The coordinator also serves as a liaison to management for process improvement initiatives.

Responsibilities

Provides high-level patient care coordination support for FPS clinical practice.
Obtains insurance prior-authorization for new patients and surgeries and coordinates with authorizations coordinators for follow-up visits along with billing issues.
Has a keen awareness of the need to provide prompt and convenient appointment access to patients.
Adheres to provider productivity standards as established in APeX templates for the practice and oversees the scheduling of appointments with the appropriate appointment type.
Upholds UCSF policies such as HIPAA regarding the maintenance and confidentiality of the medical records.
Reviews referred telephone calls, screening for emergencies and routing messages, handles urgent requests, refill requests, etc. to the appropriate support staff/physician.
Covers APeX in-baskets, work queue, and phone messages when other members of the team are absent.
Assists in urgent issue resolution for the Practice Coordinator team when members are out of the office.
Monitors and oversees handling of the work queues daily to ensure timely contacting and scheduling of patients per department and UCSF standard.
Creates referrals and schedules from referrals whenever required in APeX.
Demonstrates an ability to adjust priorities as required for smooth operation of the practice and notifies the clinical staff.
Provides administrative support to providers in coordination of tertiary patient care and complex surgery coordination.
Schedules needed procedures and tests providing appropriate instructions to patients.
Collaborates with clinical staff in problem-solving patient needs and requests for same day appointments and other appointments requiring care coordination.
Works together with the clinical staff in the processing and follow-through of urgent patient needs.
Demonstrates courtesy and overt helpfulness in all interactions.
Collaborates with Practice Supervisor, Practice Manager, and Administrative Director in the resolution of patient complaints.
Pre- and post-operatively coordinates communication between healthcare providers and departments related to medication risks, current medical conditions, special language, cultural, and religious needs of the patients.
Updates and monitors OR block time to ensure providers are able to utilize their OR time within block time efficiently and coordinates with other surgery schedulers to secure OR time outside of designated block time in the operating rooms.
Consistently releases OR block time according to departmental standards.
Coordinates pre-operative anesthesia appointments with other testing, authorization coding and scheduling the surgery in Op-time, working on the insurance authorization for the surgery and any post-surgical needs.
Updates and coordinates with surgeons to ensure compliance with established billing requirements and ensuring all applicable codes are entered and used in ambulatory Epic Care and Op-Time.
Successfully interacts with patients to ensure that the patient is aware of a payment plan for surgery.
Oversees and coordinates follow-up care and services for all patients after a physician consultation, after office visits and in-between visits.
Ensures that a global period is in place and promotes understanding of patients for the differences between the follow-up care for presurgical, surgical and post-surgical patients.
Ongoing care coordination includes follow-up appointments with providers in the practice, in other UCSF practices and community providers, coordinating the entire care of the patient.
Promotes department specific procedures to ensure needed post-surgical appointments and testing, identification of patients who need to return to surgery at planned intervals or those patients who return to surgery urgently or emergently.
Point of contact for coordination of Head and Neck Surgery and Facial Plastic Surgery joint case coordination.
Identifying which dates are available for coordinated free flap surgeries.
Addresses patient grievances at point of service.
Identifies appropriate resource as needed.
Investigates patient complaints and grievances about barriers (or perceived barriers) for patient satisfaction.
Leads the Practice Coordinator team and takes into consideration the various needs of the team members and physicians to facilitate change.
Leads by example and inspires and encourages team members to function at their highest level and produce quality work.
Rounds regularly with the Practice Coordinator team and Leadership team using Caring Behaviors to understand the needs of the team and works to ensure that deficits are identified and corrected.
Has a strong working knowledge of all divisions of Otolaryngology, Head and Neck Surgery, and can fill in to assist/trouble-shoot as needed across multiple facilities.
Communicates directly with patients either by telephone, electronically or face to face while consistently following Everyday PRIDE principles in verbal and written communications.
Responds promptly and courteously to internal and external inquiries.
Manages appropriate APeX Pools and In Baskets.
Helps supervise and cover when Leadership team is out.
Handles front line patient complaints with the support of the Practice Supervisor, Practice Manager and Administrative Director.
Collaborates with practice management to lead the orientation of new practice coordinator staff and conducts hands-on training.
Supports all performance improvement initiatives as outlined by the medical Center leadership through active participation and initiation, including the True North Board.
Represents the department in LEAN/Process improvement initiatives internally and externally to the department.
Obtains and evaluates all relevant information to handle inquiries and complaints.
Is a strong team player, has a dedicated work ethic, and is willing to learn and adapt to new tasks when asked.
Is comfortable building rapport with patients quickly and is able to work effectively with and without supervision and remain calm and friendly in all interactions with patients, physicians and staff.
Notifies providers of patient delays and service issues.
Acts and advocates for patients to help facilitate provider punctuality in seeing patients according to schedule.
Notifies management of any performance issues and actively works with the leadership team to resolve issues in a thoughtful and consistent manner.
Offers suggestions for change or improvement in clinic/practice operations.
Represents the Practice Coordinator team in internal and external meetings; leads meetings and presents hot topics to address operational and service concerns.
Leads by example in the areas professional appearance, demeanor and body language, making eye contact with patients and internal customers, exhibits a friendly demeanor to put patients at ease.
Takes cash collection roles as needed in the department (auditor, depositor, etc).

Requirements

Acquiring knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations.
Knowledge of Medical Terminology.
Knowledge of data collection, compilation, and analytical techniques.
Strong knowledge of practice operations, patient-scheduling systems, medical and insurance terminology, applicable information systems, patient service standards, and regulatory requirement and best practices.
Strong analytical and critical thinking skills, with the ability to quickly analyze problems, determine appropriate level of intervention, and develop and apply effective solutions.
Strong interpersonal skills for effective collaborations with all levels of management and staff, consultants and outside agencies.
Skills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistance.
Working knowledge of the organization and how to get issues resolved.
Solid interpersonal and customer service skills.
Ability to be diplomatic and highly organized.
Ability to remain calm under pressure and apply sound judgment.
Ability to work independently in a fast-paced, demanding environment with minimal supervision.
Ability to manage and oversee multiple tasks simultaneously, including high daily call volume.
Ability to communicate effectively, both orally and in writing.
Proficiency with Windows-based software including Microsoft word, Excel, Outlook.
Knowledge of computer systems and software used in functional area.
1-3 years of experience within surgery scheduling.
Prior experience with EPIC EMR.

Skills

Patient Scheduling
Patient Registration
Insurance Authorization
Surgery Scheduling
HIPAA Compliance
Medical Terminology
Work Queue Management
Referral Creation
Care Coordination
Problem-Solving
Customer Service
Interpersonal Skills
Communication (Oral and Written)
Microsoft Office Suite (Word, Excel, Outlook)
EPIC EMR

Location

UCSF Health sites (Parnassus, Mt. Zion, joint UCSF health partnerships, Satellite Clinics, or with UCSF Faculty at other off-site clinic sites, et al)

Work Type

Ambulatory
Outpatient

Experience Level

1-3 years of experience within surgery scheduling

Education Level

Bachelor's degree in related area and / or equivalent experience / training (Preferred)

Benefits

Total compensation details available at https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

About the Company

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care.
UCSF is the only campus in the 10-campus UC system dedicated exclusively to the health sciences.
We bring together the world’s leading experts in nearly every area of health.
We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
UCSF is a diverse community made of people with many skills and talents.
We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.
UCSF is committed to equity – both in how we deliver care as well as our workforce.
We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care.

Equal Opportunity

The University of California is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.