Practice Coordinator

Temporary Employment Program

Temporary Employment

77290BR

Job Summary

Please note: Through end of June; with potential for extension.  Includes optional medical benefits, holiday pay and sick leave accrual.

Department: Pediatric Brain Center

Responsibilities:

New Patient Scheduling and Processing:

• Review and work referral workqueues, documenting activities within the referral record on a daily basis.
• Act as the primary contact for referring physicians and new patients.
• Maintain electronic logs for external referrals and create referral records for accurate tracking.
• Assign new patients to providers, considering scheduling issues.
• Schedule and register patients by telephone or in person, ensuring adherence to established accuracy and performance standards.
• Collect and verify insurance and referral/authorization information for the first appointment.
• Coordinate pre-appointment tests or appointments and explain first appointment procedures to patients.
• Manage patient expectations and create a positive first impression for patients and referring physicians.

Revenue Cycle:

• Perform cash collection and depositing functions, complying with established policies and procedures.
• Clearly communicate UCSF Dental Center administrative and financial policies to patients.
• Obtain and document insurance authorizations for established patient visits, referrals, and procedures.
• Submit and follow up on insurance pre-authorizations, communicating outcomes with providers.
• Demonstrate competency working with CPT codes and ICD-9 and ICD-10 for scheduling and securing authorization.
• Confirm availability and accuracy of medical information within APeX, ensuring compliance with hospital policies.

Moderate Complex Revenue Cycle:

• Monitor provider(s) open charts and encounters, working with providers to complete encounter documentation.
• Work on securing information for accurate billing submissions or responding to denials.
• Reconcile missing charge reports for all arrived services and act as the primary liaison for inquiries related to patient complaints, authorization denials, appeal letters, etc.
• Secure authorization for procedures, specialty visits, and ancillary testing.

Check-in/Front Desk:

• Greet and welcome patients, determine co-pay obligations, and collect payments.
• Prioritize timely registration of patients, maintaining practice flow.
• Communicate with patients in a confidential professional manner, observing and intervening in the waiting area.
• Monitor and maintain the reception area, ensuring tidiness and availability of reading materials.

Cadence Template Builder:

• Create Cadence schedule templates for providers.
• Understand how template construction affects access and ensure user-friendly templates.

Administrative and Patient Care Coordination Responsibilities:

• Schedule established patient appointments using Apex and coordinate appointments with multiple providers.
• Discuss practice policies and procedures with patients and referring physicians.
• Answer questions about provider schedules and act as a resource to other UCSF Dental Center practices and ancillary service administrative staff.
• Provide administrative support to providers in coordinating patient care.

Moderate Complex Administrative and Patient Care Coordination Responsibilities:

• Provide patient consultations and communicate information about recommended treatment and appliance options.
• Coordinate treatment plans with providers and patients, discussing cost of service, insurance coverage, out-of-pocket costs, and payment options.
• Demonstrate advanced customer service skills in working with patients who may exhibit challenging behaviors.
• Use APeX for various Patient Care Coordinator functions and contribute to patient care and service matters.

Phone Bank:

• Respond to telephone calls from patients seeking medical care at UCSF Dental Center.
• Schedule patient appointments in accordance with practice policy and document call information in the EPIC CRM.
• Convert CRM messages to telephone encounters according to practice guidelines.
• Respond to patient’s online Web appointment requests.
• Utilize Phone Bank protocols to determine when to involve a clinician on a call due to urgent or emergent symptomatology.

General Performance:

• Pull and prepare charts prior to patient appointments and file patient-related information.
• Scan and import patient records and documents in APeX system.
• Uphold UCSF Dental Center policy regarding the maintenance and confidentiality of medical records.
• Participate in team building, attend training classes, and cover for other co-workers as needed.

Moderate Complex General Performance:

• Maintain provider calendars and assist with the delivery and maintenance of high-quality patient care.
• Act as the coordinator for all patient needs, including forms, and ensure continuity of care.
• Provide 1:1 and team training for new hires and initiatives.
• Demonstrate an ability to adjust priorities for the smooth operation of the practice.

Environmental Responsibilities:

• Report any malfunctioning of equipment.
• Comply with recommendations made by ergonomic specialists.
• Comply with infection control policies and guidelines.

Moderate Complex Environmental Responsibilities:

• Serve as a practice deputy for life/safety activities, helping lead drills.

Customer Service Outreach:

• Respond to patients in a courteous and professional manner, following EVERYDAY PRIDE principles.
• Handle patient complaints with support from the Practice Supervisor/Administrative Director.
• Support performance improvement initiatives and evaluate relevant information for inquiries and complaints.

General Notes:

• Demonstrate a strong team player mentality, a dedicated work ethic, and a willingness to adapt to new tasks.
• Notify providers of patient delays and service issues.
• Communicate provider delays with the front office team and make regular announcements to the waiting room when delays exceed 30 minutes.
• Offer suggestions for change or improvement in clinic/practice operations.
• Lead by example in professional appearance, demeanor, and body language.
• Seek opportunities to improve patient convenience and utilize service recovery amenities.
• Notify providers of patient delays and service issues.

The hourly compensation range for this role is 

$29.68 –  $42.48.

An offer will take into consideration the experience of the final candidate, position requirements, AND the current salary level of individuals working at UCSF in a similar role.

For roles covered by a bargaining unit agreement, there will be specific rules about where a new hire would be placed on the range.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Department Description

UCSF’s Temporary Employment Program (TEP) recruits and hires temporary employees for immediate clerical and technical support services to UCSF Departments and various off-campus locations. UCSF departments deploy temporary employees to work on special projects, fill in for regular employees who are on vacation or leave, or to temporarily fill a vacant position during recruitment. Frequently temporary employees become successful candidates for career and limited appointment positions.

Required Qualifications

• High school graduate or equivalent with four years of related experience; or college degree and six months of related experience; or equivalent combination of education and experience.
• Strong computer skills, including basic keyboarding skills and experience with Office-type software programs.
• Ability to analyze situations, prioritize, develop solutions, and make recommendations.
• Excellent customer service and communication skills.
• Strong organizational and problem-solving skills.
• Knowledge of medical practice terminology.
• Ability to work independently with minimal supervision.
• Basic math skills.
• Ability to deal with a wide variety of individuals.
• Ability to maintain patient confidentiality and adhere to HIPAA guidelines.
• Ability to sit at a computer terminal for extended periods.

Preferred Qualifications

• Experience in healthcare, including patient scheduling, insurance verification, and medical record data abstraction.
• Prior experience with appointment, ancillary service, or surgical scheduling.
• Bilingual or multilingual capability (Spanish, Cantonese, and Russian).
• Experience with EPIC.

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Job Code and Payroll Title

004819 PRACTICE CRD 2

Job Category

Administrative Support, Professional (Non-Clinical), Support Services, Temporary Employment

Bargaining Unit

Teamsters Local 2010 – Clerical and Allied Services Unit (CX)

Employee Class

Temporary Employment