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.

This position makes a difference for patients in an outpatient care unit by providing excellent customer service, facilitating and ensuring the accuracy of the 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

• Support all functions of the administrative teams including 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, sensitive to the needs of patients, staff, and providers.
• Synthesize knowledge of practice operations to problem-solve, prioritize, and facilitate complex transactions.
• Complete proficiency checklist within six months of start date, covering areas such as:
  • 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), including 2nd calls
  • Telephone encounters
  • My open encounter, staff message, new message, and routing patient advice requests to providers
  • Patient Schedule (My Chart)
  • Letters, pools, patient lookup
  • Check-in and check-out processes
  • Comment field and quick note
  • 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 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, use good judgment, and work independently under pressure.
• 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 (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.
• Level 2: Access and transport medications.
• Level 3: Access, transport, and stock medications.

Roles requiring medication access may 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, Radiology Technologists (all modalities).

Benefits

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

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.

UCSF brings together the world’s leading experts in nearly every area of health and is 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).