Practice Coordinator
Temporary Employment Program Job Summary The anticipated duration of this assignment will be through December 31, 2024. As a patient-focused organization, UCSF Medical Center aims to enhance people's health and well-being through patient care, research, and education. Success requires a culture of collaboration, excellence, leadership, and respect. UCSF Medical Center seeks faculty and staff committed to professionalism, respect, integrity, diversity, and excellence, which are integral to our mission. The Practice Coordinator represents 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 efforts. Responsibilities include CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The PC maintains all routine clerical operations and communications, adheres to UCSF House and Telephone Standards, and is sensitive to the needs of patients, staff, and providers. The PC is a team player, flexible with changing priorities, and a self-reliant individual who uses knowledge of practice operations to problem-solve, prioritize, and facilitate complex transactions.
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.
Key Responsibilities:
New Patient Scheduling and Processing
- Reviews referral work queues daily, documents activities.
- Primary contact for referring physicians and new patients.
- Maintains electronic logs, creates referral records.
- Assigns new patients to providers considering scheduling.
- Schedules/registers patients, ensuring accuracy and timeliness.
- Verifies insurance and referral/authorization information.
- Schedules pre-appointment tests/appointments.
- Explains first appointment procedures, prepares and sends New Patient Packet.
- Provides directions and instructions to patients.
- Ensures a positive first impression, uses good judgment.
Advanced New Patient Scheduling and Coordination
- Secures and reviews outside medical records.
- Prioritizes new patient scheduling based on diagnosis/treatment.
- Informs patients about treatment options, coordinates with research personnel.
- Explains care coordination post-visit, including clinical trials/testing.
Surgery Scheduling
- Coordinates scheduling of outpatient/inpatient surgeries.
- Interfaces with patients, physicians, hospital staff.
- Manages complex scheduling, secures OR time and resources.
- Coordinates with other surgeons/services for joint cases.
Advanced Surgery Scheduling
- Coordinates pre-op appointments, authorizations, scheduling in Op-Time.
- Manages complex admission/discharge planning.
- Confirms post-surgery details, updates authorizations, coordinates billing.
- Ensures diagnosis confirmation, timely communication/documentation.
- Manages consent for cosmetic services, pricing, and payment.
- Arranges post-surgical appointments/testing, handles paperwork.
Revenue Cycle
- Performs cash collection and deposits.
- Communicates administrative/financial policies, answers account questions.
- Obtains insurance authorizations, works with CPT/ICD codes.
- Ensures accuracy of medical information within APeX.
Moderate Complex Revenue Cycle
- Monitors open charts, assists providers with encounter documentation.
- Works on billing submissions, responds to denials.
- Secures authorizations for procedures/visits/testing.
- Handles complex DME/medication authorizations.
Advanced Revenue Cycle
- Secures complex insurance authorizations, tracks renewals.
- Competent with HCPC codes, understands patient insurance benefits.
- Reviews denial reports, initiates retro authorizations.
- Identifies denial trends, develops improved workflows.
- Compiles/analyzes data for revenue cycle reports.
- Coaches staff on complex authorizations, addresses billing complaints.
Check-in/Front Desk
- Greets and registers patients, collects co-pays.
- Ensures practice flow, maintains reception area.
- Assists patients with Kiosk, intervenes in waiting area issues.
Cadence Template Builder
- Creates Cadence schedule templates for providers.
- Ensures templates promote consistent clinic access.
- Generates reschedule reports, avoids customer service problems.
Administrative and Patient Care Coordination
- Schedules patient appointments, coordinates multiple providers.
- Discusses practice policies, answers schedule-related questions.
- Screens calls, follows up on missed appointments.
- Provides administrative support, schedules procedures/tests.
Moderate Complex Admin and Patient Care Coordination
- Understands clinical symptoms, escalates as needed.
- Provides advanced customer service to medication-dependent patients.
Advanced Admin and Patient Care Coordination
- Liaison with Concierge Services, coordinates complex care.
- Tracks parallel patient pathways, schedules timely appointments.
- Books Radiology appointments, identifies referral problems.
- Maintains Open Access schedules, ensures PCMH standards.
APeX and IT Specific Skills
- Performs APeX Patient Care Coordinator functions.
- Works on applicable APeX workqueues, encourages Kiosk use.
Moderate Complex APeX and IT Specific Skills
- Modifies lab order class, performs advanced scheduling.
- Supports PCMH guidelines, coordinates urgent appointments.
Phone Bank
- Responds to patient calls, schedules appointments using EPIC.
- Documents call information, converts CRM messages to encounters.
The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html Department Description UCSF's Temporary Employment Program (TEP) recruits and hires temporary employees for immediate clerical and technical support services to UCSF Departments and various off-campus locations. UCSF departments deploy temporary employees to work on special projects, fill in for regular employees who are on vacation or leave, or to temporarily fill a vacant position during recruitment. Frequently temporary employees become successful candidates for career and limited appointment positions. Required Qualifications * High School graduate or equivalent with four years related experience; or college degree and 6 months 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 skills, and experience with at least two Office-type software programs (i.e., Outlook, Word and Excel). Proven ability to navigate through multiple patient records systems. Able to sit at a computer terminal with telephone headphones for extended period of time.
* Ability to analyze situations, prioritizes, and develops solutions and makes recommendations.
* Ability to work with minimal supervision
* Ability to use good judgment and work independently, at times under the pressure of deadlines
* Ability to access situations prioritizes workload, develop solutions and make recommendations.
* Excellent customer service and communication/interpersonal skills, both over the telephone and directly.
* Able to sit at a computer terminal with telephone headphones for extended periods of time.
* Basic math skills required.
* Proven ability to deal with a wide variety of individuals;
* Ability to deal sensitively and effectively with patients.
* Excellent organizational and problem-solving skills.
* Strong writing skills to include 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 (may include medical, dental or veterinary) in the following areas: 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. About UCSF 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. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide. Equal Employment Opportunity The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the University of California's Affirmative Action Policy, please visit: https://policy.ucop.edu/doc/4010393/ppsm-20 For the University of California's Anti Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination Job Code and Payroll Title 004818 PRACTICE CRD 3 Job Category Administrative Support, Support Services, Temporary Employment Bargaining Unit Teamsters Local 2010 - Clerical and Allied Services Unit (CX) Employee Class Temporary Employment |
University of California - San Francisco Campus and Health
Jul 26, 2024