Practice Coordinator 3

About the Role

The Practice Coordinator 3 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. S/he provides support to all functions of the administrative teams including but not limited to: front desk check-in, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The PC 3 is responsible for the maintenance of all routine clerical operations and communications. S/he/they adheres to the UCSF House and Telephone Standards and is sensitive to the needs of patients, staff and providers at all times. The PC 3 is a team player who works closely with others and who is flexible in dealing with the 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 during his/her daily activities.

Responsibilities

• Participate in authorization and benefits verification, eligibility, PCP/Referring MD verification, and Cadence appointment scheduling and registration across multiple sites and services.
• Respond to telephone calls from patients who wish to schedule appointments, request prescription refills, obtain test results, seek medical advice, or communicate with their health care providers through APeX.
• Accurately document patient requests and forward to appropriate practice/staff/providers.
• Communicate with both practice and providers through the electronic medical record system.
• Process referral work queues, independently "groom" APeX schedules, and analyze various practice reports.
• Assist with answering calls consistent with the Call Center quality standards and national productivity benchmarking.
• Provide excellent customer service, facilitating and ensuring the accuracy of the information flow between medical, hospital staff and departments to maximize unit efficiency.
• Work at any UCSF campus within the city of San Francisco, as needed and scheduled.

Qualifications

• 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.
• 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 period of time.
• Ability to analyze situations, prioritize, and develops solutions and makes recommendations.
• Ability to work with minimal supervision.
• Ability to use good judgment and work independently, at times under the pressure of deadlines.
• Ability to access situations, prioritize workload, develop solutions and make recommendations.
• 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, including the following areas if applicable: Referrals (Incoming referral entry) and handling all referral WQs, Pend orders, Pend smart sets, Schedule surgeries, Work applicable work queues, Enter/edit outside test results, Messaging (CRM) if applicable, 2nd calls in CRM if applicable, Telephone encounters, My open encounter, Staff message, New message, Route Patient advice request to providers (My Chart), Patient Schedule (My Chart), Letters, Pools, Patient look up, Check in process, Check out process, Comment field, Quick note, Scanning.

Preferred Qualifications

• Demonstrated experience in health care (may include medical, dental or veterinary) in the following areas: 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.

Populations Served

Adult and Geriatric. There are a small number of Infant, Child and Adolescent cases.