Practice Coordinator II

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.

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 PC is responsible for the maintenance of all routine clerical operations and communications. Adheres to the UCSF House and Telephone Standards and is sensitive to the needs of patients, staff, and providers at all times.

The PC is a team player who works closely with others and is flexible in dealing with changing priorities. Requires a self-reliant individual who synthesizes knowledge of practice operations to problem-solve, prioritize, and facilitate complex transactions in daily activities. This position makes a difference for patients in an outpatient care unit by providing excellent customer service and ensuring the accuracy of information flow between medical, hospital staff, and departments to maximize unit efficiency.

The PC is required to work at any UCSF campus as needed and scheduled.

Responsibilities

• Handle CRM messages and telephone encounters
• Process referrals and manage referral work queues
• Manage APeX in-baskets
• Perform scanning and filing tasks
• Handle authorizations and billing
• Adhere to UCSF House and Telephone Standards
• Provide excellent customer service to patients, staff, and providers
• Facilitate and ensure accurate information flow between departments
• Maintain routine clerical operations and communications
• Problem-solve, prioritize, and manage complex transactions

Within six months of start date, based upon completion of training, the Supervisor completes the proficiency checklist with the employee. This includes the following areas if applicable:

• Referrals (Incoming referral entry) and handling all referral WQs
• Pend orders and smart sets
• Schedule surgeries
• Work applicable work queues
• Enter/edit outside test results
• Messaging (CRM) and 2nd calls in CRM
• Telephone encounters
• My open encounter, staff message, new message, route patient advice request to providers (My Chart)
• Patient Schedule (My Chart)
• Letters and pools
• Patient lookup, check-in process, check-out process
• Comment field and quick note
• Scanning

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 (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 of time
• Ability to analyze situations, prioritize, develop solutions, and make recommendations
• Ability to work with minimal supervision and use good judgment
• Ability to work independently, at times 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 with a wide variety of individuals and deal sensitively and effectively with patients
• Excellent organizational and problem-solving skills
• Strong writing skills 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 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

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. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences.

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

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity, and excellence – also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care.

Pay

The final salary and offer components are subject to additional approvals based on UC policy. Placement within the salary range is dependent on a number of factors including work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

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