Practice Coordinator 2

About the Role

The Practice Coordinator 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 and customer service recovery and intervention efforts. This role supports all functions of the administrative teams, including CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The Practice Coordinator maintains routine clerical operations and communications, adheres to UCSF House and Telephone Standards, and is sensitive to the needs of patients, staff, and providers.

This position facilitates and ensures the accuracy of information flow between medical, hospital staff, and departments to maximize unit efficiency in an outpatient care unit. The Practice Coordinator may be required to work at any UCSF campus as needed and scheduled.

Responsibilities

• Provide excellent customer service and support practice operations.
• Manage CRM messages, telephone encounters, referrals, and APeX in-baskets.
• Handle scanning, filing, authorizations, and billing tasks.
• Maintain routine clerical operations and communications.
• Adhere to UCSF House and Telephone Standards.
• Problem-solve, prioritize, and facilitate complex transactions.
• 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.
  • Enter/edit outside test results.
  • 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, and check-out processes.
  • Comment field and quick note.
  • Scanning.
• Work collaboratively and flexibly with changing priorities.

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 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 through multiple patient records systems.
• Able to sit at a computer terminal with telephone headphones for extended periods.
• Ability to analyze situations, prioritize, develop solutions, and make recommendations.
• Ability to work with minimal supervision and under the pressure of deadlines.
• Excellent customer service and communication/interpersonal skills, both over the telephone and in person.
• Basic math skills.
• Proven 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 wide variety of documents.
• Demonstrated administrative/office coordination skills.
• Demonstrated knowledge of medical practice terminology.

Preferred Qualifications

• Demonstrated experience in health care (may include 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 all three.
• Bi-lingual or multi-lingual capability (Spanish, Cantonese, and Russian strongly preferred).
• Prior experience with EPIC.

Medication Access and Storage

The "Medication and Auxiliary Staff Competency" must be successfully completed for Level I, Level II, or Level IV staff prior to performing duties requiring medication access (including access, transport, and/or stocking activities or access to medication storage areas for cleaning).

• Level 1: Access medication storage areas for cleaning only. These activities must comply with the Medications and Auxiliary Staff competency for Level 1.
• Level 2: Access and transport medications. These activities must comply with the Medications and Auxiliary Staff competency for Level 2.
• Level 3: Access, transport, and stock medications. These activities must comply with the Medications and Auxiliary Staff competency for Level 3.

Applicable roles include Environmental Service Personnel, Drivers, Anesthesia Technicians, Patient Support Assistants (PSAs), Hospital Assistants, Hospital Unit Service Coordinators, Material Services Personnel, Volunteers, Medical Assistants, Nuclear Medicine Technologists, Ophthalmology Technicians, Patient Care Assistants (PCAs), Pharmacy Storekeepers, and Radiology Technologists.