Practice Coordinator 3

Job Summary
The Contact Center has Practice Coordinator positions available in Emeryville and Brisbane.
Initial training is onsite for a minimum of 16 weeks, Monday–Friday, 8:00 a.m.–5:00 p.m. Training will take place at UCSF locations in Emeryville, Brisbane, or San Francisco, depending on available training resources.
As a patient-focused organization, UCSF Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. UCSF Health seeks faculty and staff that are committed to the values of professionalism, respect, integrity, diversity, and excellence that are integral to our mission.
The Practice Coordinator 3 is primarily responsible for representing 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 and intervention efforts. S/he provides support to all functions of the administrative teams including but not limited to: CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, scheduling, filing, authorizations, and billing.
The PC 3 is responsible for the maintenance of all routine clerical operations and communications. S/he adheres to the UCSF House and Telephone Standards and is sensitive to the needs of patients, staff and providers at all times. The PC 3 is a team player who works closely with others and who is flexible in dealing with the changing priorities. S/he is a self-reliant individual who synthesizes his/her knowledge of practice operations in order to problem-solve, prioritize and facilitate complex transactions in the course of his/her daily activities.
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 3 is required to work at any UCSF campus as needed and scheduled.
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 Officetype 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.
Within six months of start date, based upon completion of training, the Supervisor, completes the proficiency checklist with the employee. This includes the following areas if applicable
o Schedule surgeries
o Work applicable work queues
o Enter/edit outside test results
o Messaging (CRM) if applicable
o 2nd calls in CRM if applicable
o Telephone encounters
o My open encounter
o Staff message
o New message
o Route Patient advice request to providers (My Chart)
o Patient Schedule (My Chart)
o Letters
o Pools
o Patient look up
o Check in process
o Check out process
o Comment field
o Quick note
o Scanning
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.
Prior experience with EPIC.
DUTIES & ESSENTIAL JOB FUNCTIONS
New Patient Scheduling and Processing 10 %
On a daily basis reviews and works referral workqueues documenting activities within the referral record.
Acts as the primary contact for referring physicians and new patients
If practice utilizes a mirror system for external referrals, such as an electronic log, maintains electronic log but also creates referral record for accurate tracking and documenting of external referrals.
Assigns new patients to providers as required, taking into account scheduling issues.
Schedules and registers patients by telephone or in person before first appointment meeting established accuracy and performance standards. Completes appropriate practice intake paperwork and follows established practice guidelines to ensure new patients are seen within prescribed timelines. Communicates any problems with the schedule with supervisor.
Collects and verifies insurance and referral/authorization information for first appointment
ensuring referral records and Hospital Accounts Records (HARS) are created and assigned to the appointment.
Schedules and coordinates any pre-appointment tests or appointments.
Explains first appointment procedures in layman’s terminology to patient including
required records, pathology slides and radiology films to bring or send prior to the first
visit; prepares and mails New Patient Packet or sends through MyChart; provides other
information requested by patient.
Gives directions and instructions to patients before the first appointment. Manages patient
expectations by providing practice-specific guidelines related to service/visit. Seeks clinical input when appropriate.
Creates a professional and positive first impression for patients and referring physicians.
Demonstrates good judgment and common sense.
Advanced New Patient Scheduling and Coordination 20 %
Secures outside m

Skills
Excel, CRM, Patient Care