PRACTICE CRD 3

About the Role

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.

Key Responsibilities

• Support for administrative team functions including: CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing.
• Maintenance of all routine clerical operations and communications.
• Adherence to UCSF House and Telephone Standards.
• Sensitivity to the needs of patients, staff, and providers.
• Works closely with others and is flexible in dealing with changing priorities.
• Synthesizes knowledge of practice operations to problem-solve, prioritize, and facilitate complex transactions.
• Provides excellent customer service, facilitates, and ensures the accuracy of information flow between medical, hospital staff, and departments to maximize unit efficiency.
• Required to work at any UCSF campus as needed and scheduled.

Proficiency Checklist (within six months of start date, based upon completion of training):

• 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
• 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 field
• Quick note
• Scanning

Requirements & Tech Stack

• Strong computer skills, including basic keyboarding skills.
• Experience with at least two Office-type software programs (i.e., Outlook, Word, and Excel).
• Proven ability to navigate through multiple patient records systems.
• Ability to analyze situations, prioritize, develop solutions, and make recommendations.
• Ability to work with minimal supervision.
• Ability to use good judgment and work independently, at times under pressure of deadlines.
• Excellent customer service and communication/interpersonal skills, both over the telephone and directly.
• Ability to sit at a computer terminal with telephone headphones for extended periods of time.
• Basic math skills.
• 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.
• Successfully passes fingerprinting protocol and is approved to be a cash collector.

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.

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.