Practice Coordinator 2

About the role

The Practice Coordinator 2 serves as the public face of the administrative team, collaborating with clinical, administrative, and management teams to support practice operations, customer service recovery, and intervention efforts. This role supports all administrative functions, including CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The PC 2 maintains routine clerical operations and communications, adheres to UCSF House and Telephone Standards, and prioritizes the needs of patients, staff, and providers. This position requires flexibility, problem-solving skills, and the ability to facilitate complex transactions while ensuring accuracy in information flow between medical staff, hospital departments, and patients to maximize unit efficiency. The PC 2 may be required to work at any UCSF campus as needed.

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.
• Adhere to UCSF House and Telephone Standards.
• Prioritize and problem-solve complex transactions in daily activities.
• Ensure accurate information flow between medical staff, hospital departments, and patients.
• Complete proficiency checklist within six months of start date, including:
  • Referrals (incoming referral entry and handling all referral work queues).
  • Pend orders and smart sets.
  • Schedule surgeries.
  • Work applicable work queues.
  • Messaging (CRM), including 2nd calls.
  • Telephone encounters.
  • My open encounter, staff messages, new messages, and routing patient advice requests to providers.
  • Patient scheduling (My Chart).
  • Letters, pools, patient lookup, check-in/check-out processes, comment fields, and quick notes.
  • Scanning.

Requirements

• High School graduate or equivalent with four years of related experience; OR college degree and 6 months of related experience; OR equivalent combination of education and experience.
• Successfully passes fingerprinting protocol and is approved to be a cash collector.
• 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.
• Ability to analyze situations, prioritize tasks, and develop solutions/recommendations.
• Ability to work with minimal supervision and under pressure of deadlines.
• Excellent customer service and communication/interpersonal skills, both over the telephone and in person.
• Basic math skills.
• Ability to deal sensitively and effectively with a wide variety of individuals, including patients.
• Excellent organizational and problem-solving skills.
• Strong writing skills, including the ability to compose, edit, and proof a variety of documents.
• Demonstrated administrative/office coordination skills.
• Demonstrated knowledge of medical practice terminology.

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).
• Bi-lingual or multi-lingual capability (Spanish, Cantonese, and Russian strongly preferred).
• Six months of experience with Epic health record or one year with another electronic health record.
• One year of experience in a high call volume clinic/department with complex scheduling or customer requests.

Populations Served

Primarily Adult and Geriatric. A small number of Infant, Child, and Adolescent cases may be encountered.

About Us

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 exclusively focused on health sciences. We bring together world-leading experts in nearly every area of health and are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging, and stem cells.

UCSF is committed to equity—both in how we deliver care and in our workforce. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity, and excellence (PRIDE values). We nurture a culture that is welcoming and supportive, engaging diverse ideas for culturally competent education, discovery, and patient care.

Benefits

To learn more about the benefits of working at UCSF, including total compensation, please visit: UCnet Benefits.