Practice Coordinator 2

Please note: this is a temporary assignment (6 months) with potential to extend.

As a patient-focused organization, UCSF Medical Center is dedicated to enhancing the health and well-being of our community through patient care, research, and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect.

UCSF Medical Center seeks faculty and staff who are committed to the core values of professionalism, respect, integrity, diversity, and excellence that are integral to our mission.

The Practice Coordinator (PC) serves as a key member of the administrative team and represents the practice as a welcoming and professional point of contact for patients, providers, and staff. The PC works closely with administrative, clinical, and management teams to support day-to-day practice operations, deliver excellent customer service, and assist with customer service recovery and intervention efforts.

Responsibilities:

• Schedule and register new and established patients, procedures, tests, and surgical services using APeX/Cadence.
• Manage referrals, including referral workqueues, insurance verification, authorizations, and related documentation.
• Serve as a primary contact for patients, referring physicians, providers, and hospital departments.
• Manage APeX In-Baskets, CRM messages, telephone encounters, workqueues, MyChart communications, and patient correspondence.
• Support front desk and check-in functions, including patient registration, payment collection, kiosk assistance, and maintaining efficient clinic flow.
• Coordinate complex appointments involving multiple providers, specialties, procedures, and ancillary services.
• Obtain and document insurance and procedure authorizations and support revenue cycle activities as assigned.
• Provide administrative support to providers and clinical teams, including managing calendars, documentation, patient communications, and follow-up.
• Respond to patient inquiries and concerns using appropriate customer service and service recovery practices.
• Recognize urgent or complex patient needs and appropriately escalate issues to clinical staff or leadership.
• Maintain accurate and confidential patient records in accordance with HIPAA and UCSF policies.
• Participate in team meetings, training, performance improvement initiatives, and customer service programs.
• Provide coverage and support for team members as needed and adapt to changing practice priorities.
• Maintain a professional, welcoming, and patient-centered environment while adhering to UCSF PRIDE and AIDET standards.

Required:

• High school diploma or equivalent with four years of related experience; or college degree with six months of related experience; or an equivalent combination of education and experience.
• Strong computer skills, including basic keyboarding and proficiency with Microsoft Office applications such as Outlook, Word, and Excel.
• Demonstrated ability to navigate multiple patient and computer systems.
• Strong administrative, organizational, and office coordination skills.
• Excellent customer service, communication, and interpersonal skills, both in person and over the telephone.
• Strong written communication skills, including the ability to compose, edit, and proof documents.
• Excellent problem-solving skills with the ability to analyze situations, prioritize workload, develop solutions, and make recommendations.
• Ability to exercise good judgment, work independently with minimal supervision, and manage deadlines in a fast-paced environment.
• Ability to work effectively with a diverse range of individuals and interact sensitively and professionally with patients.
• Basic math skills.
• Demonstrated knowledge of medical practice terminology.
• Ability to sit at a computer terminal and use telephone equipment for extended periods of time.
• Must successfully complete required fingerprinting and cash-collection approval protocols, if applicable.

Preferred:

• Healthcare experience, including medical, dental, or veterinary settings, with experience in one or more of the following:
  • Patient scheduling
  • Insurance verification
  • Medical record data abstraction
  • Patient financial services
• Experience with appointment, ancillary service, and/or surgical scheduling.
• Prior experience using Epic/APeX.
• Bilingual or multilingual skills, particularly Spanish, Cantonese, or Russian.
• Experience with referrals, authorizations, workqueues, telephone encounters, MyChart, patient messaging, and other electronic health record workflows.