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About the Role

The Practice Coordinator 2 is primarily responsible for representing the administrative team as the public face of the Practice and works closely with the administrative, clinical, and management teams to support practice operations, customer service recovery, and intervention efforts. S/he provides support to all functions of the administrative teams, including but not limited to: CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The PC2 is responsible for the maintenance of all routine clerical operations and communications. S/he adheres to the UCSF House and Telephone Standards and is sensitive to the needs of patients, staff, and providers at all times. The PC2 is a team player who works closely with others and who is flexible in dealing with changing priorities. S/he is a self-reliant individual who synthesizes his/her knowledge of practice operations in order to problem-solve, prioritize, and facilitate complex transactions in the course of his/her daily activities. This position makes a difference for patients in an outpatient care unit by providing excellent customer service, facilitating and ensuring the accuracy of the information flow between medical, hospital staff, and departments to maximize unit efficiency. The PC2 is required to work at any UCSF campus as needed and scheduled.

Responsibilities

Reviews and works referral workqueues, documenting activities within the referral record.
Acts as the primary contact for referring physicians and new patients.
Maintains electronic logs for external referrals and creates referral records for tracking.
Assigns new patients to providers, considering scheduling issues.
Schedules and registers patients by telephone or in person, meeting accuracy and performance standards.
Completes appropriate practice intake paperwork and follows guidelines to ensure new patients are seen within prescribed timelines.
Communicates scheduling problems to supervisor.
Collects and verifies insurance and referral/authorization information for first appointments.
Schedules and coordinates pre-appointment tests or appointments.
Explains first appointment procedures to patients in layman's terms.
Prepares and mails New Patient Packets or sends through MyChart.
Provides other information requested by patients.
Gives directions and instructions to patients before the first appointment.
Manages patient expectations by providing practice-specific guidelines.
Seeks clinical input when appropriate.
Creates a professional and positive first impression for patients and referring physicians.
Demonstrates good judgment and common sense.
Coordinates scheduling of all outpatient and inpatient surgeries.
Ensures surgical procedures are scheduled within a clinically appropriate timeframe.
Interfaces with patients, physicians, and hospital staff to ensure adequate communication regarding surgical services.
Interacts with clinical and academic staff to coordinate surgical activities.
Processes complex hospital admission forms, schedules pre-surgical tests and appointments, and secures necessary resources and equipment for surgery.
Manages complex scheduling coordination for securing OR time outside of designated block time.
Works to maximize OR and surgical robot utilization, as well as complex joint cases.
Performs cash collection and depositing functions as assigned.
Communicates Medical Center administrative and financial policies clearly to patients.
Answers patient account questions and refers patients to appropriate support departments when necessary.
Obtains and documents insurance authorizations for established patient visits, referrals, and procedures.
Communicates clinical information from medical records to insurance companies for authorization requests.
Demonstrates competency working with CPT codes and ICD-9 and ICD-10 for scheduling and authorization.
Confirms availability and accuracy of medical information within APeX and ensures compliance with hospital policies.
Monitors provider open charts and encounters and works with providers to complete documentation.
Works RFI workqueues to secure information for accurate billing submissions or to respond to denials.
Secures authorization for procedures, specialty visits, and ancillary testing.
Coordinates with Hospital Admissions Department as needed.
Provides assistance with complex DME authorizations.
Provides assistance with medication authorization for new medications and refills.
Greets and welcomes patients using AIDET standards.
Determines and collects patient co-pay obligations at the time of visit.
Prioritizes timely registration of patients and maintains practice flow.
Communicates with patients in a confidential, professional manner using tact and diplomacy.
Monitors and maintains the reception area, ensuring it is tidy and stocked with materials.
Ensures the reception area temperature is comfortable and seating is adequate.
Observes the waiting area and performs customer service intervention when patients have been waiting a long time or are not receiving adequate service.
Assists patients with Kiosk use and promotes Kiosk utilization.
Able to create Cadence schedule templates for providers.
Understands how template construction affects access and works to ensure templates are user-friendly.
Able to generate reschedule reports in Cadence and work with the administrative team to ensure timely rescheduling.
Schedules established patient appointments using Apex and its related components.
Understands the distinction of each medical practice and how care is delivered.
Coordinates appointments with multiple providers as required.
Discusses practice policies and procedures with patients and referring physicians.
Answers questions about provider schedules and acts as a resource to other administrative staff.
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.
Schedules appointments with the appropriate appointment type.
Triage all telephone calls, screening for emergencies and routing messages and requests.
Utilizes legacy systems and Apex to retrieve pertinent patient data.
Follows practice procedure for follow-up of missed appointments.
Covers Apex in-baskets and phone messages when other team members are absent.
Adjusts priorities as required for smooth operation of the practice.
Notifies clinical staff of changes or issues.
Provides administrative support to providers in coordination of patient care.
Schedules procedures and tests, providing appropriate instructions to patients.
Collaborates with clinical staff in problem-solving patient needs and requests.
Works with clinical staff in the processing and follow-through of urgent patient needs.
Demonstrates courtesy and helpfulness in all interactions.
Collaborates with Practice Supervisor and Administrative Director in the resolution of patient complaints.
Assists in maintaining current filing and scanning.
Understands multiple clinical symptoms and their associated escalation level.
Provides advanced customer service skills to patients who may exhibit challenging behaviors.
Understands how to deescalate difficult encounters.
Knows when to seek additional support from leadership.
Protects the safety of the work environment.
Performs APEX specific Patient Care Coordinator (PCC) functions.
Enters new incoming referrals and authorization information.
Updates and closes CRM messages and converts them into telephone encounters.
Opens, documents within, routes, and closes telephone encounters.
Works applicable APeX workqueues to address patient care and service matters.
Creates and sends administrative communications via MyChart.
Creates SmartPhrase templates associated with administrative functions.
Creates and routes patient letters associated with administrative matters.
Performs enter/edit outside test results following established workflow.
Encourages use of the check-in kiosk and troubleshoots technical or customer service issues.
Pends orders (including med refills, referrals, procedures) and routes to provider for review.
Pends Smart Sets with proper orders and diagnosis and routes to provider for review.
Modifies order class of labs.
Performs advanced appointment scheduling using complex scheduling protocols.
Supports Patient-Centered Medical Home guidelines for daily appointment access.
Responds to telephone calls from patients seeking medical care.
Utilizes the EPIC Appointment Scheduling System (Cadence) to schedule patient appointments.
Documents call information in the EPIC CRM concisely and accurately.
Converts CRM messages to telephone encounters according to practice guidelines.
Responds to patient online Web appointment requests.
Utilizes Phone Bank protocols to determine when to involve a clinician on a call.
Pulls and prepares charts prior to patient appointment.
Files all patient-related information, tracks incoming slides, films, and reports.
Returns materials to referring physicians in a timely manner.
Scans and imports patient records and documents in APeX system.
Upholds UCSF Medical Center policy regarding the maintenance and confidentiality of medical records.
Maintains and adheres to patient confidentiality and HIPAA guidelines.
Participates in team building by actively contributing during meetings.
Attends training classes provided by Medical Center, Billing Agent, and others.
Works with supervisor and co-workers to ensure the practice responds comprehensively to patient care needs.
Complies with all Medical Center and Ambulatory Services procedures for infection control, safety, administrative and clinical practice.
Complies with activities mandated by Joint Commission, Title 22.
Fills in for other co-workers to help address workload problems and cover openings.
Maintains provider calendars.
Assists with the delivery and maintenance of a high standard of patient care using the Patient Centered Medical Home model.
Acts as the coordinator for all of patient’s needs such as forms.
Provides 1:1 and team training for new hires and new initiatives.
Reports any malfunctioning of equipment.
Complies with recommendations made by ergonomic specialists.
Complies with infection control policies.
Serves as practice deputy for life/safety activities.
Deals directly with patients either by telephone, electronically or face to face.
Responds promptly and courteously to internal and external inquiries.
Stays logged into appropriate APeX Pools and In Baskets.
Handles front-line patient complaints with support.
Supports all performance improvement initiatives.
Obtains and evaluates all relevant information to handle inquiries and complaints.
Notifies providers of patient delays and service issues.
Acts as an advocate for patients to help facilitate provider punctuality.
Communicates provider delays with the front office team and makes announcements to the waiting room.
Offers suggestions for change or improvement in clinic/practice operations.
Leads by example in professional appearance, demeanor, and body language.
Seeks opportunities to improve patient convenience.
Utilizes service recovery amenities as appropriate.
Contributes to the development of a patient-focused environment.
Demonstrates service excellence by following the Everyday PRIDE Guide.
Uses effective communication skills with patients and staff.
Demonstrates proper telephone techniques and etiquette.
Acts as an escort to any patient or family member needing directions.
Shows sensitivity to differences of culture.
Demonstrates a positive and supportive manner.
Exhibits team work skills.
Exhibits tact and professionalism in difficult situations.
Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies.
Demonstrates an understanding of and adheres to safety and infection control policies.
Assumes accountability for improving quality metrics.
Keeps working areas neat, orderly, and clutter-free.
Adheres to cleaning processes and puts things back where they belong.
Removes and reports broken equipment and furniture.
Picks up and disposes of any litter found throughout the facility.
Posts flyers and posters in designated areas only.
Knows where the Environment of Care Manual is kept.
Corrects or reports unsafe conditions to the appropriate departments.
Protects the physical environment and equipment from damage and theft.
Demonstrates innovation and flexibility regarding the modification of tasks or workflows.
Perform other duties as assigned.
Other clerical duties as assigned.

Requirements

High School graduate or equivalent with four years related experience; or college degree and 6 months related experience; or equivalent combination of education and experience.
Successfully passes fingerprinting protocol and is approved to be a cash collector if applicable.
Strong computer skills, including basic keyboarding skills, and experience with at least two Office-type software programs (i.e., Outlook, Word and Excel).
Proven ability to navigate through multiple patient records systems.
Able to sit at a computer terminal with telephone headphones for extended periods of time.
Ability to analyze situations, prioritize, and develop solutions and make recommendations.
Ability to work with minimal supervision.
Ability to use good judgment and work independently, at times under the pressure of deadlines.
Excellent customer service and communication/interpersonal skills, both over the telephone and directly.
Basic math skills required.
Proven ability to deal with a wide variety of individuals.
Ability to deal sensitively and effectively with patients.
Excellent organizational and problem-solving skills.
Strong writing skills to include the ability to compose, edit, and proof a wide variety of documents.
Demonstrated administrative/office coordination skills.
Demonstrated knowledge of medical practice terminology.
Within six months of start date, based upon completion of training, the Supervisor, completes the proficiency checklist with the employee.

Skills

CRM messages
Telephone encounters
Referrals
APeX in-baskets
Scanning
Filing
Authorizations
Billing
EPIC Appointment Scheduling System (Cadence)
EPIC CRM
MyChart
SmartPhrase
CPT codes
ICD-9
ICD-10
Office software (Outlook, Word, Excel)
Patient scheduling
Insurance verification
Medical record data abstraction
Patient financial services
Ancillary service scheduling
Surgical scheduling
Spanish
Cantonese
Russian
EPIC

Location

UCSF campus

Work Type

Outpatient
Full-time

Experience Level

4 years related experience (with High School diploma)
6 months related experience (with college degree)
Equivalent combination of education and experience

Education Level

High School graduate or equivalent
College degree

About the Company

As a patient-focused organization, UCSF Medical Center exists to enhance the health and well-being of people through patient care, research, and education.
Success in this mission requires a culture of collaboration, excellence, leadership, and respect.
UCSF Medical Center seeks faculty and staff who are committed to the values of professionalism, respect, integrity, diversity, and excellence that are integral to our mission.