Support Coordinator III - Surgery Clinic Admin - 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 a senior-level support coordinator within the Ambulatory clinic, this position ensures smooth outpatient flow, resulting in optimum patient satisfaction and clinic operation. The role involves a variety of duties associated with 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

• Assist with all aspects of patient care, including coordinating clinic schedules, patient appointments, and follow-up.
• Answer patient phone calls, verify insurance benefits, prepare charts for clinic, and prepare charge tickets for clinic visits.
• Coordinate scheduling of surgeries and diagnostic testing, including sending pre-op packets with surgery instructions, preparing surgery charge tickets, and compiling letters of medical necessity.
• Assist the multidisciplinary team in managing patient care through all phases (intake/evaluation/listed) by acting as a liaison between the clinic and referring physicians.
• Manage follow-up care for post-surgical patients by setting up follow-up appointments and coordinating efficient case flow for clinic scheduling.
• Perform clerical duties, including filing and collection of supporting documentation for billing.
• Provide phone coverage, distribute messages to medical personnel, and respond to voicemail and email within 24 hours.
• Demonstrate accuracy and thoroughness in entering information into computer systems.
• Process new referrals in a timely manner, including obtaining medical records, entering demographic information, verifying insurance, and obtaining authorizations.
• Schedule patient evaluations, clinic appointments, surgeries, laboratories, diagnostic testing, and consultations while accommodating patient needs.
• Review the master schedule to anticipate requirements and changes, ensuring a well-managed operational flow and positive patient experience.
• Display courtesy, compassion, and professionalism while interacting with patients, caregivers, and clinic personnel.
• Act as a single point of contact for patients and caregivers, providing guidance on scheduling, paperwork, and follow-up appointments.
• Review financial risk assessments and assist patients with insurance benefits, alternative funding sources, and detailed estimates of patient liabilities.
• Facilitate communication between patients, caregivers, and the care team, ensuring all pertinent documentation is completed and submitted accurately.
• Adhere to policies protecting patient confidentiality.
• Assist Support Coordinator I with complex customer service issues and provide resolution.
• Demonstrate flexibility in covering other staff members for sick time, vacation, or leave of absence.
• Maintain open communication with management and staff, demonstrating a professional demeanor.
• Stay abreast of changes within the USC healthcare system and collaborate as the department’s liaison with other hospital and physicians’ staff.
• Onboard and train new hire employees and physicians.
• Assist the Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting.
• Audit, correct, and resubmit rejected charges, and follow up as needed.
• Lead department-specific projects, audits, or quality/process improvement efforts in partnership with department leadership.

Requirements

• High School diploma or equivalent.
• Demonstrated mastery in customer service, intake, and scheduling.
• Proven record of dealing with the public in a customer service role.
• Knowledge of insurance billing, admitting, or registration experience in a hospital or medical office.
• Familiarity with medical terminology.
• Proficiency in word processing, Microsoft Outlook, navigating intranets, and interpreting online queries; experience with GE Centricity Business, Cerner, PBAR, and scheduling systems preferred.
• Excellent communication skills, including the ability to speak, read, and write English proficiently.
• Highly flexible, enthusiastic, proactive, and able to work efficiently under pressure in a team environment.
• In-depth knowledge of major insurance plans and types of coverage, including government health programs.
• Mastery in processing new referrals in a timely manner.
• Demonstrated knowledge and experience in patient scheduling.
• Ability to work independently under limited supervision, take initiative, and accept responsibility.
• Demonstrated ability to work both independently and in a team setting.

Qualifications

• Bachelor’s Degree in a related field preferred.
• 5-7 years of experience in administrative or customer service in a medical office, preferably in an ambulatory care environment.
• Ability to speak Chinese (Mandarin or Cantonese) or Spanish preferred.
• Certified Medical Assistant (CMA), Medical Assistant Certificate, or equivalent preferred.
• Certification in job-relevant billing and coding preferred.

Required Licenses/Certifications

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