Front Office Coordinator (Practice Coordinator 2)
9 hours ago
San Francisco
The Front Desk Coordinator serves as the first point of contact for patients and visitors, delivering exceptional customer service while ensuring efficient clinic operations and patient flow. This role is responsible for patient check-in, registration, appointment coordination, payment collection, and front office support while maintaining a welcoming, professional, and patient-centered environment. The Front Desk Coordinator utilizes advanced scheduling and electronic medical record skills, supports complex patient care coordination needs, and demonstrates strong judgment in escalating clinical or service concerns when appropriate. 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 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 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. Moderate Complex APeX and IT Specific Skills • Modify order class of labs from lab collection vs. clinic collection or UCSF 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 coordinate them at another site or within Adult or Pediatric Urgent Care. Service Excellence • Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Center's values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency., • Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards., • Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices, • Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information., • Demonstrates an understanding of and adheres to safety and infection control policies and procedures., • Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets. Work Environment • Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture., • Picks up and disposes of any litter found throughout entire facility., • Posts flyers and posters in designated areas only; does not post on walls, doors or windows., • Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments., • Protects the physical environment and equipment from damage and theft. OTHER FUNCTIONS AND RESPONSIBILITIES 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 a REQUIRED • 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 if applicable., • 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, and develops solutions and makes 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, • 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 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 Preferred Qualifications: • Demonstrated experience in health care (may include medical, dental or veterinary) in the following areas: patient scheduling, insurance verification, medical 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. Required Licenses/Certifications: • N/A The "Medication and Auxiliary Staff Competency" must be successfully completed for Level I, Level II or Level IV staff PRIOR to performing duties requiring medication access (including access, transport, and/or stocking activities OR access to medication storage areas for cleaning). LEVEL 1: Access Med Storage Areas for Cleaning LEVEL 2: Access & Transport LEVEL 3: Access, Transport & Stocking Environmental Service Personnel Drivers Anesthesia Technicians Patient Support Assistants (PSAs) Hospital Assistants (depending on specific duties; ask HR if unsure) Hospital Unit Service Coordinators Material Services Personnel Volunteers Medical Assistants Nuclear Medicine Technologists Ophthalmology Technician Patient Care Assistants (PCAs) Pharmacy Storekeepers Radiology Technologists (all modalities, Ultrasound, Mammo, etc) Manager Signature Date About UCSF The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as _. In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available _. Join us to find a rewarding career contributing to improving healthcare worldwide. Equal Employment Opportunity The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law. Salary Information The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. To learn more about the benefits of working at UCSF, including total compensation, please visit: _ REQUIRED • 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 if applicable., • 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, and develops solutions and makes 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, • 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 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 Preferred Qualifications: • Demonstrated experience in health care (may include medical, dental or veterinary) in the following areas: patient scheduling, insurance verification, medical 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. Required Licenses/Certifications: • N/A The "Medication and Auxiliary Staff Competency" must be successfully completed for Level I, Level II or Level IV staff PRIOR to performing duties requiring medication access (including access, transport, and/or stocking activities OR access to medication storage areas for cleaning). LEVEL 1: Access Med Storage Areas for Cleaning LEVEL 2: Access & Transport LEVEL 3: Access, Transport & Stocking Environmental Service Personnel Drivers Anesthesia Technicians Patient Support Assistants (PSAs) Hospital Assistants (depending on specific duties; ask HR if unsure) Hospital Unit Service Coordinators Material Services Personnel Volunteers Medical Assistants Nuclear Medicine Technologists Ophthalmology Technician Patient Care Assistants (PCAs) Pharmacy Storekeepers Radiology Technologists (all modalities, Ultrasound, Mammo, etc) Manager Signature Date