Support Coordinator II - Arcadia Multispecialty - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

USC Care Medical Group serves as the sole physician entity reporting to the USC Health System, uniting faculty clinical practice under Keck Medicine of USC. This entity oversees clinical governance, physician and ambulatory services, and core enterprise functions including billing, contracting, and financial operations. The organization encompasses 17 clinical departments, with approximately 1,500 physicians and 2,000 staff delivering care across more than 80 locations from Kern County to Orange County and into Las Vegas.

About the role

As part of the Ambulatory clinic, this intermediate-level support coordinator ensures smooth outpatient flow to optimize patient satisfaction and clinic operations. The role involves coordinating multiple appointments across multi-specialty clinical services and participating in daily clinic preparation, including customer service, phone management, intake, message distribution, obtaining medical reports/imaging, procedure scheduling, encounter registration, co-pay collections, and referrals management.

Responsibilities

• Clerical:
  • Demonstrates accuracy and thoroughness in entering information into computer systems.
  • Processes new referrals in a timely manner, including obtaining required outside medical records, entering demographic information, providing records to physicians/multidisciplinary teams for review, verifying insurance, and obtaining authorization for visits and procedures.
  • Schedules patient evaluations, clinic appointments, surgeries, laboratories, diagnostic testing, and consultations while accommodating patient needs.
  • Fulfills department scheduling functions per procedures and protocols.
  • Reviews master schedule to anticipate requirements and changes, ensuring well-managed operational flow and positive patient experience.
  • Coordinates and schedules diagnostic testing, including sending letters of medical necessity.
  • Assists with clerical and scheduling needs, including filing and collection of supporting documentation for billing.
  • Provides phone coverage as needed.
  • Contacts and distributes messages to medical personnel using electronic systems (text, voice, email).
  • Retrieves and responds to voicemail and email messages within 24 hours per department protocol.
• Patient Customer Service:
  • Displays courtesy, compassion, kindness, and honesty while interacting with the public, patients, and clinic personnel.
  • Greets patients in a courteous and professional manner.
  • Acts as a single point of contact for patients and caregivers, taking accountability for their experience.
  • Provides information and guidance on scheduling, paperwork, and follow-up appointments.
  • Completes financial risk assessments and assists patients/families with insurance benefits and alternative funding sources, referring complex issues to financial counselors.
  • Prepares estimates of patient liabilities (copayments, deductibles, co-insurance, deposits, prior balances) for patients, physicians, and insurance companies.
  • Facilitates communication between patients, caregivers, and the care team (physicians, nurses, lab, etc.).
  • Communicates changes in patient and case information to all involved personnel.
  • Works with hospital personnel to resolve issues and accommodate patients.
  • Adheres to policies protecting patient confidentiality.
  • Assists Support Coordinator I with complex customer service issues and provides resolution.
• Teamwork/Collaboration:
  • Demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence.
  • Maintains open communication with management and staff, demonstrating professionalism.
  • Stays abreast of changes within the USC healthcare system.
  • Collaborates as the department’s liaison between the department and other hospital/physician staff.
• Other:
  • May assist with onboarding and training new hire employees and physicians.
  • May assist Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting.
  • May work on auditing, correcting, and resubmitting rejected charges and follow-up.
  • Performs other duties as assigned.

Requirements

• High school diploma or equivalent.
• Demonstrated ability in customer service, intake, and scheduling.
• Proven record of dealing with the public in a customer service role.
• Familiarity with word processing, Microsoft Outlook, intranet navigation, online queries, and preferably GE Centricity Business, Cerner, PBAR, or scheduling systems.
• Excellent communication skills, including proficiency in speaking, reading, and writing English.
• Highly flexible, enthusiastic, proactive, and able to work efficiently under pressure in a team environment.
• Knowledge and understanding of insurance plans, including government health programs.
• Ability to process new referrals in a timely manner.
• Demonstrated ability and knowledge in patient scheduling.
• Works independently under supervision, takes initiative, deals effectively with change, and accepts responsibility.
• Ability to work independently and in a team setting.

Preferred Qualifications

• Bachelor’s degree in a related field.
• 3–5 years of experience in administrative or customer service roles in a medical office, preferably in ambulatory care.
• Knowledge of medical terminology.
• Proven knowledge of insurance billing, admitting, or registration experience in a hospital or medical office.
• Ability to speak Chinese (Mandarin or Cantonese) or Spanish.
• Certified Medical Assistant (CMA), Medical Assistant Certificate, or equivalent.
• Certification in job-relevant billing and coding.

Required Licenses/Certifications

• Fire Life Safety Training (LA City) – if no card upon hire, must be obtained within 30 days and maintained by renewal before expiration (required within LA City only).

Pay

The hourly rate range for this position is $26.00 - $41.28. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.