PRACTICE CRD 3

About the Role

The Practice Coordinator 3 serves as the public face of the administrative team, working closely with clinical, administrative, and management teams to support practice operations, 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 PC 3 maintains routine clerical operations and communications while adhering to UCSF House and Telephone Standards, ensuring sensitivity to the needs of patients, staff, and providers.

This position operates in outpatient clinical settings across all UCSF Health sites, including Parnassus, Mt. Zion, joint UCSF health partnerships, satellite clinics, and off-site clinic locations. The PC 3 plays a critical role in facilitating accurate information flow between medical staff, hospital departments, and patients to maximize unit efficiency and provide excellent customer service.

Responsibilities

• Advanced New Patient Scheduling and Coordination (2% of time)
  • Secures outside medical records, CDs of scans, and pathology slides; reviews them for completeness and determines the best physician for patient evaluation.
  • Prioritizes new patient scheduling based on diagnosis and treatment status (e.g., Stage IV colorectal cancer patients seen within a week).
  • Informs patients about treatment options, clinical trials, and coordinates screenings with research personnel and physicians.
  • Coordinates consultations with other clinical disciplines to optimize schedules and expedite services.
  • Meets with patients post-visit to explain care coordination, including clinical trials, testing, surgical procedures, and external provider collaboration.
• Advanced Surgery Scheduling
  • Coordinates pre-operative anesthesia appointments, testing, authorization coding, and surgery scheduling in Op-Time.
  • Manages complex admission, discharge, and planning coordination for study patients, transfers, and post-transfer authorizations.
  • Confirms availability and accuracy of medical information in APeX and ensures compliance with hospital policies.
  • Secures authorizations for surgical procedures and coordinates with Hospital Admissions as needed.
  • Communicates with surgeons post-surgery to confirm additional procedures and updates insurance authorizations.
  • Acts as the primary liaison to the procedure billing team for mid-procedure changes or additions.
  • Ensures compliance with Medical Center bylaws by confirming diagnoses before treatment.
  • Secures surgical consent for cosmetic services, including pricing, quotes, and payment coordination.
  • Analyzes and updates pricing structures to remain competitive and grow elective cosmetic services.
  • Arranges post-surgical appointments, testing, home care, physical therapy, and durable medical equipment paperwork.
• Moderate Complex Revenue Cycle (5% of time)
  • Monitors providers' open charts and encounters, ensuring timely completion of documentation to support revenue cycle workflow.
  • Assists providers with closing encounters opened in error.
  • Works RFI workqueues to secure information for accurate billing submissions or denial responses (e.g., retro authorizations, clinical documentation).
  • Secures authorizations for procedures, specialty visits, and ancillary testing, coordinating with Hospital Admissions as needed.
  • Assists with complex DME authorizations requiring precise documentation.
  • Provides assistance with medication authorizations for new medications and refills.
• Advanced Check-In/Front Desk (35% of time)
  • Handles front-end office responsibilities, including registration, referral processing, authorization coordination, cash deposits, DME oversight, and scheduling.
  • Acts as a Care Support Assistant for the DSRIP-funded clinical team.
  • Develops and analyzes front desk productivity reports to improve co-pay collection rates and accurate payer plan capture.
  • Identifies opportunities for productivity improvement and assists with staff coaching and workflow enhancement.
  • Represents the clerical team as the public face of the practice, supporting customer service recovery and intervention efforts.
  • Manages message boards, referrals, APeX in-baskets, scanning, and filing.
• Cadence Template Builder
  • Creates Cadence schedule templates for providers, ensuring user-friendly designs that promote consistent clinic access.
  • Generates reschedule reports in Cadence and collaborates with the administrative team to ensure timely patient rescheduling.
• Administrative and Patient Care Coordination (20% of time)
  • Schedules established patient appointments using APeX and its related components.
  • Coordinates appointments with multiple providers and explains practice policies to patients and referring physicians.
  • Answers questions about provider schedules and acts as a resource for other medical center practices and ancillary services.
  • Ensures prompt and convenient appointment access while adhering to provider productivity standards.
  • Triages telephone calls, screening for emergencies and routing messages appropriately.
  • Retrieves pertinent patient data using legacy systems and APeX.
  • Follows up on missed appointments and covers APeX in-baskets and phone messages during team absences.
  • Provides administrative support for patient care coordination, including sending patient letters, educational materials, and lab results.
  • Schedules procedures and tests, providing patients with appropriate instructions.
  • Collaborates with clinical staff to address urgent patient needs and same-day appointment requests.
  • Demonstrates courtesy and helpfulness in all interactions and assists in resolving patient complaints.
  • Maintains current filing and scanning systems.
• APeX and IT-Specific Skills (10% of time)
  • Performs APeX-specific Patient Care Coordinator (PCC) functions, including entering new referrals and authorization information.
  • Updates and closes CRM messages, converting them into telephone encounters as needed.
  • Opens, documents, routes, and closes telephone encounters, utilizing smart text logic for complex appointment scheduling.
  • Works applicable APeX workqueues to address patient care and service matters.
  • Creates and sends administrative communications via MyChart and SmartPhrase templates.
  • Creates and routes patient letters for administrative matters.
  • Performs enter/edit outside test results following established workflows.
  • Encourages the use of check-in kiosks and troubleshoots technical or customer service issues.
• Phone Bank (2% of time)
  • Responds to telephone calls from patients seeking medical care, utilizing the EPIC Appointment Scheduling System (Cadence) to schedule appointments.
  • Documents call information in EPIC CRM concisely and accurately.
  • Converts CRM messages to telephone encounters according to practice guidelines.
  • Responds to online Web appointment requests and utilizes Phone Bank protocols to determine when to involve a clinician for urgent or emergent symptoms.
• Moderate Complex General
  • Performs additional duties as assigned to support practice operations and patient care.