Job Abstract

Please note: approximate three month duration; potential to extend. Includes mid-level medical benefits, sick pay and holiday pay.

Responsibilities:

New Patient Scheduling and Processing:

• Review and work referral workqueues, documenting activities within the referral record on a daily basis.
• Act as the primary contact for referring physicians and new patients.
• Maintain electronic logs for external referrals and create referral records for accurate tracking.
• Assign new patients to providers, considering scheduling issues.
• Schedule and register patients by telephone or in person, ensuring adherence to established accuracy and performance standards.
• Collect and verify insurance and referral/authorization information for the first appointment.
• Coordinate pre-appointment tests or appointments and explain first appointment procedures to patients.
• Manage patient expectations and create a positive first impression for patients and referring physicians.

Revenue Cycle:

• Perform cash collection and depositing functions, complying with established policies and procedures.
• Clearly communicate UCSF Dental Center administrative and financial policies to patients.
• Obtain and document insurance authorizations for established patient visits, referrals, and procedures.
• Submit and follow up on insurance pre-authorizations, communicating outcomes with providers.
• Demonstrate competency working with CPT codes and ICD-9 and ICD-10 for scheduling and securing authorization.
• Confirm availability and accuracy of medical information within APeX, ensuring compliance with hospital policies.

Moderate Complex Revenue Cycle:

• Monitor provider(s) open charts and encounters, working with providers to complete encounter documentation.
• Work on securing information for accurate billing submissions or responding to denials.
• Reconcile missing charge reports for all arrived services and act as the primary liaison for inquiries related to patient complaints, authorization denials, appeal letters, etc.
• Secure authorization for procedures, specialty visits, and ancillary testing.

Check-in/Front Desk:

• Greet and welcome patients, determine co-pay obligations, and collect payments.
• Prioritize timely registration of patients, maintaining practice flow.
• Communicate with patients in a confidential professional manner, observing and intervening in the waiting area.
• Monitor and maintain the reception area, ensuring tidiness and availability of reading materials.

Cadence Template Builder:

• Create Cadence schedule templates for providers.
• Understand how template construction affects access and ensure user-friendly templates.

Administrative and Patient Care Coordination Responsibilities:

• Schedule established patient appointments using Apex and coordinate appointments with multiple providers.
• Discuss practice policies and procedures with patients and referring physicians.
• Answer questions about provider schedules and act as a resource to other UCSF Dental Center practices and ancillary service administrative staff.
• Provide administrative support to providers in coordinating patient care.

Moderate Complex Administrative and Patient Care Coordination Responsibilities:

• Provide patient consultations and communicate information about recommended treatment and appliance options.
• Coordinate treatment plans with providers and patients, discussing cost of service, insurance coverage, out-of-pocket costs, and payment options.
• Demonstrate advanced customer service skills in working with patients who may exhibit challenging behaviors.
• Use APeX for various Patient Care Coordinator functions and contribute to patient care and service matters.

Phone Bank:

• Respond to telephone calls from patients seeking medical care at UCSF Dental Center.
• Schedule patient appointments in accordance with practice policy and document call information in the EPIC CRM.
• Convert CRM messages to telephone encounters according to practice guidelines.
• Respond to patient's online Web appointment requests.
• Utilize Phone Bank protocols to determine when to involve a clinician on a call due to urgent or emergent symptomatology.

General Performance:

• Pull and prepare charts prior to patient appointments and file patient-related information.
• Scan and import patient records and documents in APeX system.
• Uphold UCSF Dental Center policy regarding the maintenance and confidentiality of medical records.
• Participate in team building, attend training classes, and cover for other co-workers as needed.

Moderate Complex General Performance:

• Maintain provider calendars and assist with the delivery and maintenance of high-quality patient care.
• Act as the coordinator for all patient needs, including forms, and ensure continuity of care.
• Provide 1:1 and team training for new hires and initiatives.
• Demonstrate an ability to adjust priorities for the smooth operation of the practice.

Environmental Responsibilities:

• Report any malfunctioning of equipment.
• Comply with recommendations made by ergonomic specialists.
• Comply with infection control policies and guidelines.

Moderate Complex Environmental Responsibilities:

• Serve as a practice deputy for life/safety activities, helping lead drills.

Customer Service Outreach:

• Respond to patients in a courteous and professional manner, following EVERYDAY PRIDE principles.
• Handle patient complaints with support from the Practice Supervisor/Administrative Director.
• Support performance improvement initiatives and evaluate relevant information for inquiries and complaints.

General Notes:

• Demonstrate a strong team player mentality, a dedicated work ethic, and a willingness to adapt to new tasks.
• Notify providers of patient delays and service issues.
• Communicate provider delays with the front office team and make regular announcements to the waiting room when delays exceed 30 minutes.
• Offer suggestions for change or improvement in clinic/practice operations.
• Lead by example in professional appearance, demeanor, and body language.
• Seek opportunities to improve patient convenience and utilize service recovery amenities.
• Notify providers of patient delays and service issues.

• Demonstrated experience in healthcare (e.g., medical, dental, veterinary) in 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 these.

• 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.
• Spanish Proficiency.
• Prior experience with EPIC.
• Strong communication skills.
• Successful completion of fingerprinting protocol and approval as a cash collector.
• Strong computer skills, including proficiency in at least two Office-type software programs (e.g., Outlook, Word, Excel), and navigating multiple patient records systems.
• Ability to analyze situations, prioritize tasks, develop solutions, and make recommendations.
• Capacity to work with minimal supervision and under pressure of deadlines.
• Excellent customer service and communication skills, both over the telephone and in-person.
• Basic math skills and the ability to deal sensitively and effectively with patients.
• Strong organizational, problem-solving, and writing skills.
• Demonstrated administrative/office coordination skills and knowledge of medical practice terminology.
• Ability to sit at a computer terminal with telephone headphones for extended periods.