Ambulatory Practice Coordinator 3

About the role

The Practice Coordinator 3 serves as the public face of the Practice, collaborating closely with administrative, clinical, and management teams to support practice operations, customer service recovery, and intervention efforts. This role provides support across all administrative functions, including CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The PC 3 maintains routine clerical operations and communications, adhering to UCSF House and Telephone Standards while prioritizing the needs of patients, staff, and providers.

This position ensures excellent customer service and facilitates accurate information flow between medical staff, hospital departments, and patients to maximize unit efficiency. The PC 3 must be flexible, self-reliant, and capable of solving problems, prioritizing tasks, and managing complex transactions. The role may require working at any UCSF campus as needed.

Department

The Redwood City Specialty Care clinic is a surgical multi-specialty clinic serving both adult and pediatric patients, including specialties such as Orthopedics, Urology, Otolaryngology Head and Neck Surgery, and Audiology. The Redwood City Orthopedic team, part of UCSF Orthopedics, is a leading center for advanced musculoskeletal care, offering expert diagnosis, treatment, and rehabilitation. The practice is staffed by renowned faculty physicians providing personalized, evidence-based care using the latest techniques and technologies. In addition to clinical excellence, the team is committed to orthopedic research, training future specialists, and improving musculoskeletal health for diverse communities.

Responsibilities

• Represent the administrative team as the public face of the Practice.
• Support practice operations and customer service recovery/intervention efforts.
• Manage CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing.
• Maintain routine clerical operations and communications in adherence to UCSF House and Telephone Standards.
• Facilitate and ensure accurate information flow between medical staff, hospital departments, and patients.
• Analyze situations, prioritize tasks, develop solutions, and make recommendations.
• Work independently under minimal supervision, often under deadline pressure.
• Perform duties across various areas, including (if applicable):
  • Referrals (incoming referral entry and handling all referral work queues).
  • Scheduling surgeries.
  • Managing applicable work queues.
  • Entering/editing outside test results.
  • Messaging (CRM), including 2nd calls.
  • Telephone encounters.
  • Managing open encounters, staff messages, and new messages.
  • Routing patient advice requests to providers (My Chart).
  • Patient scheduling (My Chart).
  • Generating letters and managing pools.
  • Patient lookup, check-in, and check-out processes.
  • Using comment fields and quick notes.
  • Scanning documents.

Requirements

• High School graduate or equivalent with four years of related experience; OR a college degree and six months of related experience; OR an 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 and experience with at least two Office-type software programs (e.g., Outlook, Word, Excel).
• Proven ability to navigate multiple patient records systems.
• Ability to sit at a computer terminal with telephone headphones for extended periods.
• Excellent customer service and communication/interpersonal skills, both over the telephone and in person.
• Ability to analyze situations, prioritize workload, develop solutions, and make recommendations.
• Ability to work with minimal supervision and use good judgment independently, often under deadline pressure.
• Basic math skills.
• Proven ability to interact effectively with a wide variety of individuals and deal sensitively with patients.
• Excellent organizational, problem-solving, and writing skills, including the ability to compose, edit, and proof a variety of documents.
• Demonstrated administrative/office coordination skills and knowledge of medical practice terminology.
• Within six months of start date, complete a proficiency checklist with the supervisor covering applicable areas (e.g., referrals, scheduling, work queues, messaging).

Preferred Qualifications

• Demonstrated experience in healthcare (medical, dental, or veterinary) in areas such as patient scheduling, insurance verification, medical record data abstraction, or patient financial services.
• Prior experience with appointment, ancillary service, or surgical scheduling, or a combination of these.
• Bi-lingual or multi-lingual capability (Spanish, Cantonese, and Russian strongly preferred).
• Prior experience with EPIC.

About UCSF

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. As the only UC campus exclusively focused on health sciences, UCSF brings together world-leading experts in nearly every area of health. The university is home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging, and stem cells.

UCSF is committed to equity in both healthcare delivery and workforce development. The university fosters a diverse community, nurtures a welcoming and supportive culture, and engages diverse ideas to provide culturally competent education, discovery, and patient care. UCSF’s PRIDE values—professionalism, respect, integrity, diversity, and excellence—guide its mission and community.

Benefits

For information about the benefits of working at UCSF, including total compensation, visit: UCnet Benefits Overview.

Pay

The final salary and offer components are subject to additional approvals based on UC policy. Placement within the salary range depends on factors such as work experience and internal equity within this position classification at UCSF. For union-represented positions, placement within the salary range is guided by the rules in the collective bargaining agreement.