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.
The hourly compensation range for this role is
$29.68 – $42.48. An offer will take into consideration the experience of the final candidate, position requirements, AND the current salary level of individuals working at UCSF in a similar role.
For roles covered by a bargaining unit agreement, there will be specific rules about where a new hire would be placed on the range.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
- 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.
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- 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.
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