Your browser cookies must be enabled in order to apply for this job. Please contact support@jobscore.com if you need further instruction on how to do that.

Practice Coordinator

Administrative | San Francisco, CA | Full Time, Contract, and Temporary

Job Description

Practice Coordinator 789475 

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. S/he provides support to all functions of the administrative teams including but not limited to CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The PC 2 is responsible for the maintenance of all routine clerical operations and communications. S/he adheres to the House and Telephone Standards and is sensitive to the needs of patients, staff and providers at all times. The PA is a team player who works closely with others and who is flexible in dealing with the changing priorities.  S/he is a self-reliant individual who synthesizes his/her knowledge of practice operations in order to problem-solve, prioritize and facilitate complex transactions in the course of his/her daily activities.

Responsibilities:

  • New Patient Scheduling and Processing:
    • On a daily basis reviews and works referral work queues documenting activities within the referral record. 
    • Acts as the primary contact for referring physicians and new patients
    • If practice utilizes a mirror system for external referrals, such as an electronic log, maintains an electronic log but also creates a referral record for accurate tracking and documenting of external referrals.
    • Assigns new patients to providers as required, taking into account scheduling issues.
    • Schedules and registers patients by telephone or in-person before first appointment meeting established accuracy and performance standards.  Completes appropriate practice intake paperwork and follows established practice guidelines to ensure new patients are seen within prescribed timelines.  Communicates any problems with the schedule with the supervisor.
    • Collects and verifies insurance and referral/authorization information for the first appointment ensuring referral records and Hospital Accounts Records (HARS) are created and assigned to the appointment. 
    • Schedules and coordinates any pre-appointment tests or appointments.
    • Explains first appointment procedures in layman’s terminology to the patient including required records, pathology slides and radiology films to bring or send prior to the first visit; prepares and mails New Patient Packet or sends through MyChart; provides other information requested by the patient. 
    • Gives directions and instructions to patients before the first appointment.  Manages patient expectations by providing practice-specific guidelines related to service/visit.  Seeks clinical input when appropriate.
    • Creates a professional and positive first impression for patients and referring physicians.  Demonstrates good judgment and common sense.
  •  Surgery Scheduling:
    • Coordinates scheduling of all outpatient and inpatient surgeries for the surgical practice.  Ensures that all surgical procedures are scheduled within a clinically appropriate time frame.  Interfaces with patients, physicians and hospital staff to ensure adequate communication regarding all aspects of surgical services. 
    • Interacts with clinical and academic staff to coordinate surgical activities with physician’s other responsibilities.  Processes complex hospital admission forms, schedules pre-surgical tests and appointments, and secures all necessary resources and equipment for surgery. 
    • Works with patients and staff to confirm availability and accuracy of medical information within APeX and to ensure compliance with all hospital policies and procedures.
    • Secures authorization for surgical procedures and coordinates with Hospital Admissions Department as needed.
  • Revenue Cycle:
    • Performs cash collection and depositing functions as assigned, complying with all established policies and procedures.
    • Communicates Medical Center administrative and financial policies clearly to patients, answering patient account questions and knowing when to refer patients to financial counseling, billing agents, patient relations or other support departments for additional help.
    • Obtains and documents insurance authorizations for established patient visits, referrals and procedures or ancillary services. Communicates clinical information from medical records authorization requests to insurance companies. 
    • Demonstrates competency working with CPT codes and ICD-9 and ICD-10 for the purpose of scheduling and securing authorization.
    • Works with patients and staff to confirm the availability and accuracy of medical information within APeX and to ensure compliance with all hospital policies and procedures.
  • Moderate Complex Revenue Cycle:
    • Monitors provider(s) open charts and encounters and works with providers to complete encounter documentation in a timely manner to support revenue cycle workflow.  
    • May assist providers with instructions on how to close encounters opened in error.
    • Works RFI work queues to secure information for accurate billing submissions or to respond to denials such as retro authorizations, clinical documentation, and addended authorizations with add on CPT codes. 
    • Secures authorization for procedures, specialty visits and ancillary testing and coordinates with Hospital Admissions Department as needed.
  • Check-in / Front Desk: 
    • Greets and welcomes patients making eye contact and utilizing AIDET standards.
    • Determines a patient’s co-pay obligation and collects it at the time of the visit; may also collect payments on patient accounts.
    • Gives priority to the timely registration of patients on the check-in and is aware of the necessity of maintaining practice flow, paying careful attention to the performance improvement initiatives to reduce delays.
    • Communicates with patients in a confidential professional manner using tact and diplomacy.
    • Monitors and maintains the reception area, making sure it is tidy and there is adequate availability of reading and educational materials.  Ensures that the temperature of the reception area is comfortable and that there is adequate and appropriate seating for all patients.
    • Observes the waiting area and performs customer service intervention when patients have been waiting a long time or are not receiving adequate service
    • Assists patients with the use of Kiosk and actively works to promote Kiosk utilization
  •  Cadence Template Builder:
    • Able to create Cadence schedule templates for providers
    • Understands how template construction effects access and work to ensure templates are user-friendly and help promote consistent clinic access.
    • Able to generate reschedule reports in Cadence and work with other members of the administrative team to ensure patients are rescheduled in a timely manner to avoid customer service problems.
  • Administrative and Patient Care Coordination Responsibilities:
    • Schedules established patient appointments using Apex and its related components.
    • Understands the distinction of each medical practice and how care is delivered in each setting.
    • Coordinates appointments with multiple providers as required.
    • Discusses practice policies and procedures with patients and referring physicians.
    • Answers questions about provider schedules and acts as a resource to other medical center practices and ancillary service administrative staff. 
    • Has a keen awareness of the need to provide prompt and convenient appointment access to patients.
    • Adheres to the provider productivity standards as established in APEX templates for the practice and schedules appointments with the appropriate appointment type.
    • Triages all telephone calls, screening for emergencies and routing all messages, requests for same-day appointments, refill requests, etc. to the appropriate box.
    • Utilizes legacy systems and Apex to retrieve pertinent patient data.
    • Follows practice procedure for follow-up of missed appointments.
    • Covers Apex in-baskets and phone messages when other members of the team are absent.
    • Demonstrates an ability to adjust priorities as required for the smooth operation of the practice and notifies the clinical staff.
    • Provides administrative support to providers in coordination of patient care (i.e. sending patient letters, educational materials, results of lab tests, etc.)
    • Schedules procedures and tests providing appropriate instructions to patients.
    • Collaborates with clinical staff in problem-solving patient needs and requests for same-day appointments and other appointments requiring care coordination.  Works together with the clinical staff in the processing and follow-through of urgent patient needs.
    • Demonstrates courtesy and overt helpfulness in all interactions.  Collaborates with the Practice Supervisor and Administrative Director in the resolution of patient complaints.
    • Assists in maintaining current filing and scanning.
  • Moderate Complex Administrative and Patient Care Coordination Responsibilities:
    • Must have an understanding of multiple clinical symptoms and their associated escalation level with a common-sense approach for when it is appropriate to escalate or take action to speed along a process within the practice or to obtain immediate clinical intervention.
    • Advanced customer service skills in working with and providing exceptional customer service to patients who are medication dependent and may exhibit challenging behaviors.  This includes understanding how to deescalate a difficult encounter and also when to seek additional support from leadership and to protect the safety of the work environment.
  •  APeX and IT Specific Skills:
    • Performs the following APEX specific Patient Care Coordinator (PCC) functions as appropriate to completion of APeX PCC training and job duties: 
      • Enter new incoming referrals entering authorization information as appropriate
      • Updating and closing CRM messages and converting CRM messages into telephone encounters if the practice is serviced by the Ambulatory Services Call Center
      • Open, a document within, route and close telephone encounters.  Able to accurately utilize documentation steps when leaving a telephone encounter open pending further communications with the caller
      • Works applicable APeX work queues to address patient care and service matters
      • Create and send administrative communications via MyChart
      • Create SmartPhrase templates associated with administrative functions
      • Create and route patient letters associated with administrative matters
      • Open, a document within, route and close telephone encounters.  Able to accurately utilize documentation steps with leaving a telephone encounter open pending further communications with the caller.  Able to utilize smart text logic to document patient phone screening as associated with complex appointment scheduling.
      • Works applicable APeX work queues to address patient care and service matters
      • Encourage use of the check-in kiosk and troubleshoot technical or customer service issues
  • Moderate Complex APeX and IT Specific Skills_______ %
    • Pend orders (including med refills, referrals, procedures, etc.) associated with a diagnosis and route to the provider for review and signature (from preference list only)
    • Pend Smart Sets with proper orders and diagnosis and route to the provider for review and signature
    • Modify the order class of labs from lab collection vs. clinic collection or Collect vs. External Collect.
    • Perform advanced appointment scheduling using complex scheduling protocols from a variety of ancillary and subspecialty services some of which will require authorization.
    • Support Patient-Centered Medical Home, Standard 1 guidelines that require patients have daily available appointment access to the practice and if no appointments are available to coordinate them at another site or within Adult or Pediatric Urgent Care.
  • Phone Bank:
    • Responds to telephone calls from patients seeking medical care at Medical Center.      
    • Utilizes the EPIC Appointment Scheduling System (Cadence) to schedule patient appointments in accordance with practice policy.
    • Documents call information in the EPIC CRM in a concise, accurate manner.
    • Is able to convert CRM messages to telephone encounters according to practice guidelines and workflows
    • Responds to patient’s online Web appointment requests for patients utilizing the online appointment system.
    • Utilizes Phone Bank protocols to determine when to involve a clinician on a call due to urgent or emergent symptomatology.
  • General Performance:
    • As assigned, pulls and prepares charts prior to patient appointment following established practice criteria. 
    • Files all patient related information, tracks incoming slides, films and reports as required by practice; returns materials to referring physicians in a timely manner utilizing tracking systems. 
    • Scans and imports patient records and documents in the APeX system following established guidelines and policies.
    • Upholds the Medical Center policy regarding the maintenance and confidentiality of medical records and other patient information. Maintains and adheres to patient confidentiality and HIPAA guidelines including the distribution of NOPPs (Notice of Privacy Practices).
    • Participates in team building by actively contributing during meetings and with staff and providers in the discussion of all practice activities.
    • Attends training classes provided by Medical Center, Billing Agent, and others as necessary. 
    • Bring information back to practice and use it on the job.
    • Works with supervisor and co-workers to ensure that the practice responds comprehensively to patient care needs through improved procedures and administrative systems.  
    • Is an active participant in performance improvement projects and customer service initiatives.
    • Complies with all Medical Center and Ambulatory Services procedures for infection control, safety, administrative and clinical practice.  Complies with activities mandated by The Joint Commission and Title 22 standards.
    • As assigned, fills in for other co-workers to help address workload problems and cover vacation or sick leave openings. 
  • Moderate Complex General Performance:
    • Maintains provider calendars
    • When working in a primary care practice, it assists with the delivery and maintenance of a high standard of patient care using the Patient-Centered Medical Home model which emphasizes the care of the “whole patient” which includes in-reach, outreach and intensive follow up on referrals. 
    • When working within the primary care environment acts as the coordinator for all of patient’s needs such as forms (ie. work release, disability, immunization records, etc.)  and is principally responsible for the continuity of care for patients which includes a significant amount of support for patients at the time of the visit and between visits.
    • Provides  1:1 and team training for new hires and new initiatives and procedures
  • Environmental Responsibilities: 
    • Reports any malfunctioning of equipment.
    • Complies with recommendations made by ergonomic specialists to avoid workplace injury
    • Complies with infection control policies related (e.g. does not eat at the front desk or in patient care areas)
  • Moderate Complex Environmental Responsibilities:
    • Serves as practice deputy for life/safety activities helps lead drills
  • Customer Service Outreach:
    • Deals directly with patients either by telephone, electronically or face to face while consistently following EVERYDAY PRIDE principles in verbal and written communications
    • Responds promptly and courteously to internal and external inquiries.  Stays logged into appropriate APeX Pools and In Baskets.
    • Handles front line patient complaints with the support of the Practice Supervisor / Administrative Director
    • Supports all performance improvement initiatives as outlined by the Medical Center leadership through active participation and initiation
    • Obtains and evaluates all relevant information to handle inquiries and complaints
    • S/he is a strong team player has a dedicated work ethic and is willing to learn and adapt to new tasks when asked.  S/he is comfortable building rapport with patients quickly and is able to work effectively with and without supervision and remain calm and friendly in all interactions with patients
    • Notifies providers of patient delays and service issues.  Acts and advocate for patients to help facilitate provider punctuality in seeing patients according to schedule.
    • Communicates provider delays with the front office team and makes regular announcements to the waiting room as needed when delays are over 30 minutes.
    • Offers suggestions for change or improvement in clinic/practice operations.  
    • S/he leads by example in the areas of professional appearance, demeanor, and body language, making eye contact with patients and internal customers exhibit a friendly demeanor to put patients at ease. 
    • Seeks opportunities to improve patient convenience.  Utilizes service recovery amenities as appropriate.  Contributes to the development of a patient-focused environment.

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
  • Strong computer skills, including basic keyboarding skills, and experience with at least two Office-type software programs (i.e., Outlook, Word and Excel). Proven ability to navigate through multiple patient records systems. Able to sit at a computer terminal with telephone headphones for an extended period of time.
  • Ability to analyze situations prioritizes tasks, and develops solutions and make recommendations.
  • Ability to work with minimal supervision
  • Ability to use good judgment and work independently, at times under the pressure of deadlines
  • Ability to access situations prioritizes workload, develop solutions and make recommendations.
  • Excellent customer service and communication/interpersonal skills, both over the telephone and directly.
  • Able to sit at a computer terminal with telephone headphones for extended periods of time.
  • Basic math skills required.
  • 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.

Preferred Qualifications:

  • Demonstrated experience in health care (may include medical, dental or veterinary) in the following areas:  patient scheduling, insurance verification, medial record data abstraction, or patient financial services.
  • Prior experience with the 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.

$25 per Hour        San Francisco, CA 94143        2 Month Assignment