Practice Coordinator 2

University of California, San Francisco; Oakland (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

University of California, San Francisco is seeking a Practice Coordinator to represent the administrative team and support practice operations. You will handle CRM messages, telephone encounters, referrals, and billing while maintaining efficient information flow between medical staff and departments.

The role requires strong customer-service skills, solid computer proficiency, and the ability to prioritize and solve problems in a fast-paced outpatient setting.

Qualifications

• Strong customer service and interpersonal skills.
• Proficient with Outlook, Word and Excel; able to navigate multiple patient records systems.
• Ability to analyze situations, prioritize tasks and develop solutions.
• Experience with CRM, referrals, scheduling, and billing workflows.

Responsibilities

• Represent the administrative team as the public face of the Practice.
• Handle CRM messages, telephone encounters, referrals, and billing support.
• Maintain routine clerical operations and communications per UCSF standards.
• Coordinate with clinical and management teams to support practice operations and customer service recovery.

Skills

Customer service

Communication skills

MS Office

Keyboarding

Problem solving

Teamwork

Multitasking

Medical terminology

Education

High school diploma

College degree

Tools

EPIC

Job description

• Patient Schedule (My Chart)

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

REQUIRED

• 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
  • Pend orders
  • Pend smart sets
  • Schedule surgeries
  • Work applicable work queues
  • Enter/edit outside test results
  • Messaging (CRM) if applicable
  • 2 nd 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 field
  • Quick note
  • 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.
• Bi-lingual or multi-lingual capability (Spanish, Cantonese, and Russian) strongly preferred.
• Prior experience with EPIC.

Required Licenses/Certifications

• N/A

POPULATIONS SERVED MEDICATION ACCESS AND STORAGE

The “Medication and Auxiliary Staff Competency” must be successfully completed for Level I, Level II or Level IV staff PRIOR to performing duties requiring medication access (including access, transport, and/or stocking activities OR access to medication storage areas for cleaning).

LEVEL 1: Access Med Storage Areas for Cleaning

LEVEL 2: Access & Transport

LEVEL 3: Access, Transport & Stocking

Environmental Service Personnel

Drivers

Anesthesia Technicians

Patient Support Assistants (PSAs)

Hospital Assistants (depending on specific duties; ask HR if unsure)

Hospital Unit Service Coordinators

Material Services Personnel

Volunteers

Medical Assistants

Nuclear Medicine Technologists

Ophthalmology Technician

Patient Care Assistants (PCAs)

Pharmacy Storekeepers

Radiology Technologists (all modalities, Ultrasound, Mammo, etc)

Instructions: After employee successfully completes the level-appropriate competency, please check the corresponding box below. Obtain the employee’s and manager’s signatures to attest that the competency was completed and send the signed job description to HR for the employee’s personnel file.

_____ Level 1 As a part of daily activities, employees may have access to medication storage areas for cleaning only. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 1.

_____ Level 2: As part of daily activities, employee may access and transport medications. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 2

_____ Level 3: As part of daily activities, employee may access, transport and stock medications. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 3.

Signature Section

I have successfully completed the Medication and Auxiliary Staff Competency at my designated level (I, II, or IV), in order to complete the functions of my position. I have had the opportunity to have all my questions answered.

_____________________________ __________________

Employee Signature Date

_____________________________ __________________

Manager Signature Date