Support Coordinator II - Pavilion Multispec Cl - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

Keck Medicine of USC is a community creating a lasting impact in healthcare, where every team member contributes to a culture built on growth, collaboration, and well-being.

About the role

As a Support Coordinator II in the Ambulatory clinic, you will provide smooth outpatient flow to ensure optimum patient satisfaction and clinic operation. You will coordinate multiple appointments with multi-specialty clinical services and participate in daily clinic preparation, including customer service, phone support, intake, message distribution, obtaining medical reports/imaging, procedure scheduling, encounter registration, co-pay collections, and referrals management. Performs other duties as assigned.

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 collecting 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 patients, caregivers, 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) 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.
• Teamwork/Collaboration:
  • Demonstrates flexibility in covering other staff members during absences (sick time, vacation, leave).
  • Maintains open communication with management and staff, demonstrating professionalism.
  • Stays updated on changes within the USC healthcare system.
  • Collaborates as the department’s liaison between the clinic and other hospital/physician staff.
• Other:
  • May assist with onboarding and training new hires and physicians.
  • May assist the Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting.
  • May work on auditing, correcting, and resubmitting rejected charges.

Requirements

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

Preferred Qualifications

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

Required Licenses/Certifications

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

Pay

The hourly rate range for this position is $26.00 – $41.28. When extending an offer, USC considers factors such as scope and responsibilities, candidate experience, education/training, key skills, internal peer equity, federal/state/local laws, contractual stipulations, grant funding, and external market/organizational considerations.

Schedule

Full-time, 8-hour days (non-exempt, non-union).