Practice Coordinator

months]

About the Role

Student Mental Health and Wellbeing (SMHW) provides healthcare for all UCSF students, enrolled scholars & researchers, and enrolled adult dependents. The Practice Coordinator 3 (PC3) is primarily responsible for representing the administrative team as the public face of Student Mental Health and Wellbeing and works closely with the administrative, clinical, and management teams to support practice operations and customer service recovery and intervention efforts. This position directs the workflow for all presenting students and enrollees.

Key Responsibilities

• Supports all functions of the administrative teams including:
• Client appointment scheduling
• Client and insurance registration
• Check-in
• Client messages
• Client secure messages
• Telephone encounters
• Referrals
• EMR Admin in-basket
• Scanning
• Filing
• Authorizations
• Coordination of healthcare services for care outside SMHW (i.e., specialty referrals, imaging referrals, diagnostic labs, etc.)
• Accurately triages all client requests for care or information to the correct clinical provider, manager, or assists students directly.
• Assists students with policy and procedure questions, insurance and billing issues, and Affordable Care Act (ACA) health insurance questions.
• Educates new and continuing students on immunization health requirements.
• Informs students enrolled in the UC Student Health Insurance Plan (UC SHIP) on how to access care and adjudicate claims.
• Responsible for the maintenance of all routine clerical operations and communications.
• Adheres to UCSF House and Telephone Standards.
• Enhances the health and well-being of students through client care and education.
• Facilitates and ensures the accuracy of the information flow within SMHW and between SMHW and UCSF Health specialty departments.

Requirements & Tech Stack

• Advanced customer service skills
• Excellent communication/interpersonal skills, both over the telephone and directly
• 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 client records systems
• Ability to sit at a computer terminal with telephone headphones for extended periods
• Ability to analyze situations, prioritize tasks, develop solutions, and make recommendations
• Ability to work well as part of a team and closely with others
• Ability to exercise flexibility when dealing with changing priorities
• Ability to synthesize knowledge of practice operations to problem-solve, prioritize, and facilitate complex transactions
• Ability to learn and adapt to new tasks
• Experience building rapport with clients quickly
• Ability to work effectively with minimal supervision and remain calm in all client interactions
• Ability to use good judgment and work independently, at times under pressure
• Experience in a healthcare or mental health setting
• Prior experience with electronic medical records and/or billing software

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.
• Within six months of start date, upon completion of training, Supervisor completes proficiency checklist covering:
• Referrals (Incoming referral entry and handling all referral WQs)
• Schedule appointments
• Work applicable work queues
• Scan outside test results
• Telephone encounters
• Staff message
• New message
• Route Client advice request to providers (https://myhealthrecord.ucsf.edu)
• Client Schedule
• Letters
• Client look up
• Check in process
• Check out process
• Comment field
• Quick note
• Scanning

Preferred Qualifications

• Experience working with students
• Billing coding knowledge
• Some college-level courses or degree
• Knowledge of HIPAA and FERPA standards