Practice Coordinator 2

About the Role

The Practice Coordinator 3 (PC 3) represents the administrative team as the public face of the Practice, supporting operations and customer service recovery. This role facilitates the flow of information between medical, hospital staff, and departments to maximize unit efficiency in an outpatient care setting. The PC 3 must be willing to work at any UCSF campus as needed.

Key Responsibilities

• Support all administrative team functions, including: CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing.
• Maintain all routine clerical operations and communications.
• Adhere to UCSF House and Telephone Standards, demonstrating sensitivity to the needs of patients, staff, and providers.
• Synthesize knowledge of practice operations to problem-solve, prioritize, and facilitate complex transactions.
• Work closely with others as a team player, demonstrating flexibility with changing priorities.

Requirements & Tech Stack

• High School graduate or equivalent with four years related experience; OR a college degree and 6 months related experience; OR an equivalent combination of education and experience.
• Successfully passes fingerprinting protocol and approval to be a cash collector, if applicable.
• Strong computer skills, including basic keyboarding.
• Experience with at least two Office-type software programs (e.g., Outlook, Word, Excel).
• Proven ability to navigate through multiple patient records systems.
• Ability to sit at a computer terminal with telephone headphones for extended periods.
• Basic math skills.
• Strong writing skills, including the ability to compose, edit, and proof documents.
• Demonstrated administrative/office coordination skills.
• Demonstrated knowledge of medical practice terminology.

Qualifications

• 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.
• Excellent customer service and communication/interpersonal skills, both over the telephone and directly.
• Proven ability to deal with a wide variety of individuals.
• Ability to deal sensitively and effectively with patients.
• Excellent organizational and problem-solving skills.

Within six months of start date (based on training completion)

• Proficiency in the following areas, as 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
• 2nd calls in CRM, if applicable
• Telephone encounters
• My open encounter
• Staff message
• New message
• Route patient advice requests 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 (medical, dental, or veterinary) in areas such as: patient scheduling, insurance verification, medical record data abstraction, or patient financial services.
• Prior experience with appointment, ancillary service, or surgical scheduling.
• Bi-lingual or multi-lingual capability (Spanish, Cantonese, and Russian) strongly preferred.
• Prior experience with EPIC.