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Practice Coordinator

  • Location: San Francisco, California, 94143
  • Job Type:Contract

Posted 13 days ago

Terrific Contract Opportunit!

Come work for this top-ranked U.S. hospital and be part of a larger initiative providing innovative treatments, advanced technology, and collaboration among clinicians and scientists.

Position: Practice Coordinator
Location: San Francisco, California, 94143
Term: 5 months

Day-to-day Responsibilities

  • On a daily basis reviews and works referral workqueues 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 electronic log but also creates 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 time lines. Communicates any problems with the schedule with supervisor.
  • Collects and verifies insurance and referral/authorization information for 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 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 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.
  • nteracts 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.
  • 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.
  • 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 availability and accuracy of medical information within APeX and to ensure compliance with all hospital policies and procedures.
  • Secures authorization for procedures, specialty visits and ancillary testing and coordinates with Hospital Admissions Department as needed.
  • 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 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 use of Kiosk and actively works to promote Kiosk utilization
  • 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 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 Practice Supervisor and Administrative Director in the resolution of patient complaints.
  • Assists in maintaining current filing and scanning.
  • 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.
  • 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 practice is serviced by the Ambulatory Services Call Center
    • Open, 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 workqueues 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, 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 workqueues to address patient care and service matters
    • Encourage use of the check in kiosk and trouble shoot technical or customer service issues
  • Pend orders (including med refills, referrals, procedures etc.) associate with a diagnosis and route to provider for review and signature (from preference list only)
  • Perform advanced appointment scheduling using complex scheduling protocols from a variety of ancillary and subspecialty services some of which will require authorization.
  • Responds to telephone calls from patients seeking medical care at Client
  • 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.
  • 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 APeX system following established guidelines and policies.
  • Upholds Client 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 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 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 work load problems and cover vacation or sick leave openings.
  • 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)
  • 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 front office team and makes regular announcements to 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 professional appearance, demeanor and body language, making eye contact with patients and internal customers, exhibits 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.
  • Demonstrates innovation and flexibility regarding the modification of tasks or workflows within assigned duties and job functions
  • Perform other duties as assigned
  • Other clerical duties as assigned.
  • May have to work 1 Saturday/month.
Is this a good fit? (Requirements)
  • 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 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
  • Demonstrated administrative/office coordination skills.
  • Demonstrated knowledge of medical practice terminology.
If this looks like a perfect fit, apply today!