Practice Coordinator II

University of California - San Francisco; San Francisco (CA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Inclusive work environment

Opportunities for professional development

Job summary

The University of California - San Francisco is seeking a Practice Coordinator to enhance patient care by supporting operations and ensuring customer satisfaction. This role involves scheduling new patients, coordinating outpatient services, and maintaining effective communication across teams.

The ideal candidate will have strong organizational and customer service skills, along with a high school diploma and relevant experience. Proficiency with EPIC and other medical software is essential. This position supports a diverse patient population, ensuring quality care and service.

Qualifications

• High school graduate or equivalent with 4 years related experience.
• Strong computer skills with proficiency in multiple patient record systems.
• Ability to analyze situations, prioritize, and make recommendations.

Responsibilities

• Schedule new patients and coordinate outpatient services.
• Clarify administrative and financial policies to patients.
• Assure timely registration and practice flow at the front desk.

Skills

Customer service skills

Organizational skills

Communication skills

Computer skills

Education

High School diploma or equivalent

College degree

Tools

EPIC

Outlook

Word

Excel

Job description

Job Summary

UCSF Medical Center is a patient-focused organization dedicated to enhancing health and well‑being through patient care, research, and education. The Practice Coordinator represents the administrative team as the public face of the Practice, supporting operations and customer service recovery and intervention efforts across clinical and management teams.

Responsibilities

• New Patient Scheduling and Processing
  • Review and work referral workqueues, documenting activities.
  • Act as primary contact for referrers and new patients.
  • Assign new patients to providers, considering scheduling issues.
  • Schedule & register patients by phone or in person, ensuring accuracy and performance standards.
  • Collect and verify insurance/authorization information for first appointments.
  • Schedule pre‑appointment tests and appointments.
  • Explain first appointment procedures to patients in lay terms.
  • Provide directions and instructions, manage patient expectations.
  • Create professional first impressions for patients and physicians.
• Procedure Scheduling
  • Coordinate scheduling of outpatient services and ensure appropriate timing.
  • Ensure surgical procedures are scheduled within a clinically appropriate time frame.
  • Maintain communication with patients, physicians, and nursing staff.
  • Secure authorizations for procedures and specialty care.
  • Perform cash collection functions as assigned.
• Revenue Cycle
  • Clarify administrative and financial policies to patients.
  • Obtain and document insurance authorizations for visits and procedures.
  • Use CPT and ICD coding for scheduling and authorization.
  • Support timely provider encounter documentation.
  • Respond to billing inquiries, denials, and reauthorizations.
• Check‑in / Front Desk
  • Greet and welcome patients using AIDET standards.
  • Determine co‑pay obligation and collect payments.
  • Ensure timely registration and practice flow.
  • Maintain reception area appearance and resources.
  • Perform customer service intervention for waiting patients.
  • Assist patients with kiosk use and promote utilization.
• Cadence Template Builder
  • Create Cadence schedule templates for providers.
  • Ensure templates are user‑friendly and promote clinic access.
  • Generate reschedule reports and coordinate rescheduling.
• Administrative and Patient Care Coordination
  • Schedule established patient appointments using APEX.
  • Coordinate appointments with multiple providers.
  • Advise patients and referrers on policies and procedures.
  • Answer schedule queries and act as resource to other practices.
  • Triage telephone calls and route messages appropriately.
  • Retrieve patient data, follow up on missed appointments, and cover inboxes.
  • Assist with test scheduling and patient education.
  • Collaborate with clinical staff on urgent patient needs.
  • Maintain filing, scanning, and assist in patient file management.
  • Handle complex customer service interactions and de‑escalations.
• APeX and IT Specific Skills
  • Enter and update referrals and authorizations.
  • Manage CRM messages, telephone encounters, and workqueues.
  • Create and send administrative communications via MyChart.
  • Develop SmartPhrase templates and patient letters.
  • Encourage use of check‑in kiosk and troubleshoot issues.
  • Perform pending orders, smart sets, and lab order modifications.
  • Support Patient‑Centered Medical Home guidelines.
• Phone Bank
  • Respond to telephone calls from patients.
  • Schedule appointments using EPIC Cadence.
  • Document calls in EPIC CRM.
  • Convert CRM messages to telephone encounters.
  • Handle online appointment requests.
  • Apply phone bank protocols for urgent calls.
• General Performance
  • Scan and import patient records per guidelines.
  • Uphold confidentiality and HIPAA compliance.
  • Participate in training and team meetings.
  • Engage in performance improvement and customer service initiatives.
  • Comply with infection control and safety procedures.
  • Cover for co‑workers during absences.
• Environmental Responsibilities
  • Report equipment issues and comply with ergonomic recommendations.
  • Follow infection control policies and participate in safety activities.
• Customer Service Outreach
  • Engage patients by telephone, electronically, or face‑to‑face.
  • Respond promptly to inquiries and complaints.
  • Log into APeX pools and in‑baskets.
  • Support performance improvement initiatives.
  • Advise patients on scheduling and communicate delays.
• Living PRIDE Standards
  • Follow the Everyday PRIDE Guide for communication, service recovery, and cultural sensitivity.
  • Practice professional appearance, teamwork, and privacy compliance.

Qualifications

• High School graduate or equivalent with 4 years related experience; or college degree with 6 months related experience; or equivalent combination.
• Pass fingerprinting protocol and, if applicable, be approved as a cash collector.
• Strong computer skills; basic keyboarding; proficiency with Outlook, Word, Excel; navigation of multiple patient record systems.
• Ability to analyze situations, prioritize, develop solutions, and make recommendations.
• Work independently with minimal supervision; exercise good judgment under deadlines.
• Excellent customer service and communication skills, both over the phone and in person.
• Basic math skills.
• Strong organizational and problem‑solving skills.
• Strong writing skills for composing, editing, and proofreading documents.
• Demonstrated administrative/office coordination skills.
• Knowledge of medical practice terminology.
• Within six months of start, complete the proficiency checklist covering referral entry, pending orders, smart sets, surgeries, work queues, test results, messaging, CRM calls, encounters, MyChart interactions, letters, pools, patient lookup, check‑in/out processes, comments, notes, scanning.

Preferred Qualifications

• Experience in health care (medical, dental, veterinary) in patient scheduling, insurance verification, medical record abstraction, or financial services.
• Prior experience with appointment, ancillary, or surgical scheduling.
• Bi‑lingual or multi‑lingual capability (e.g., Spanish, Cantonese, Russian).
• Experience with EPIC.

Required Licenses/Certifications

• None specified.

Medication & Auxiliary Staff Competency

Must complete the Medication and Auxiliary Staff Competency at the applicable level before performing duties that require medication access, transport, or stocking. The competency ensures compliance with UCSF policies.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.