New Patient Coordinator

UCSF Health, AG; San Francisco (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

UCSF Medical Center seeks a Practice Coordinator to serve as the public face of the Practice and collaborate with administrative, clinical, and management teams to support daily operations and customer service recovery. The role includes handling CRM messages, referrals, and various clerical tasks to ensure smooth patient flow.

The position requires strong communication, problem-solving, and organizational skills, with the ability to work across UCSF campuses and maintain high standards of

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.
• 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.
• Excellent customer service and communication/interpersonal skills, both over the telephone and directly.

Responsibilities

• Represent the administrative team as the public face of the Practice and support practice operations and customer service recovery/interventions.
• Handle CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing.
• Maintain routine clerical operations and communications in line with UCSF standards.
• Synthesize knowledge of practice operations to problem-solve, prioritize and facilitate complex transactions.
• Ensure accurate information flow between medical staff and departments to maximize unit efficiency.

Skills

Customer service

Communication

Problem solving

Organizational skills

Writing skills

Multitasking

Education

High School diploma or equivalent

College degree (optional)

Tools

Office software (Outlook, Word, Excel)

EPIC

CRM systems (MyChart)

Job description

Job Summary

As a patient-focused organization, UCSF Medical Center 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 Medical Center 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 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. Provides support to all functions of the administrative teams including but not limited to: CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing.

The PC is responsible for the maintenance of all routine clerical operations and communications. Adheres to the UCSF House and Telephone Standards and is sensitive to the needs of patients, staff and providers at all times. The PC is a team player who works closely with others and who is flexible in dealing with the changing priorities. Requires a self-reliant individual who synthesizes knowledge of practice operations in order to problem-solve, prioritize and facilitate complex transactions in the course of 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 is required to work at any UCSF campus as needed and scheduled.

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.
• 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
• Referrals (Incoming referral entry) and handling all referral WQs
• Schedule surgeries
• Work applicable work queues
• Enter/edit outside test results
• Messaging (CRM) if applicable
• 2nd calls in CRM if applicable
• Telephone encounters
• My open encounter
• Staff message
• New message
• Route Patient advice request to providers (My Chart)
• Patient Schedule (My Chart)
• Letters
• Pools
• Patient look up
• Check in process
• Check out process
• Comment fieldQuick note
• Scanning
• 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.