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Practice Coordinator

  • Location: San Francisco, California, 94158
  • Job Type:Contract

Posted about 2 months ago

Terrific Contract Opportunity!

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, 94158
Term: 2+ months (19-Oct-2020 to 25-Dec-2020)

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.
  • 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.
  • 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. Collect money for miscellaneous forms, manage cash.
  • 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.
  • Correct wrong laterality request/troubleshoot unfinished/incomplete work from patient.
  • Verify insurance, ID, demographics & ensure completed in complete registration.
  • Check in x-rays, surgeries, MRI, Flouro, DEXA, upload CD image into LifeImage.
  • Make x-ray CD’s for patients/have patients sign release form.
  • Give patients information (doctor AVS).
  • Communicate patient needs to Practice Assistants.
  • Give paperwork and prescriptions to patients left by PA’s/providers.
  • 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 and assists with patient safety and concerns, mobilization.
  • Assists patients with use of Kiosk and actively works to promote Kiosk utilization
  • 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.
  • 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
  • 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 Cliet 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.
  • 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.
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 Officetype 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 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.
  • Within six months of start date, based upon completion of training, the Supervisor, completes the
  • proficiency checklist with the employee. This includes the following areas if applicable
  • Referrals (Incoming referral entry) and handling all referral WQs
    • Pend orders
    • Pend smart sets
    • Schedule surgeries
    • Work applicable work queues
    • 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
Even Better if you have:
  • 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 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. 
If this looks like a perfect fit, apply today!