Practice Crd 3

UCSF's Temporary Employment Program (TEP) recruits and hires temporary employees for immediate clerical and technical support services to UCSF Departments and various off-campus locations. UCSF departments deploy temporary employees to work on special projects, fill in for regular employees who are on vacation or leave, or to temporarily fill a vacant position during recruitment. Frequently temporary employees become successful candidates for career and limited appointment positions.

Please note: this is a temporary assignment (duration 6 months) with potential to extend. 

Key Responsibilities:

New Patient Scheduling and Processing:

• Manage referral work queues and act as the primary contact for referring physicians and new patients.
• Schedule and register patients accurately, ensuring compliance with guidelines and collecting necessary information.
• Explain first appointment procedures to patients in understandable terms and manage patient expectations.

Advanced New Patient Scheduling and Coordination:

• Secure outside medical records, prioritize scheduling for complex patients, and inform patients about treatment options.
• Coordinate care with various clinical disciplines and external providers to optimize schedules and expedite services.

Surgery Scheduling and Advanced Surgery Scheduling:

• Coordinate outpatient and inpatient surgeries, ensure proper communication with patients, physicians, and hospital staff.
• Manage complex scheduling, secure authorizations, and coordinate post-surgical appointments and paperwork.

Revenue Cycle:

• Perform cash collection, communicate financial policies to patients, and obtain insurance authorizations.
• Monitor provider open charts, work on denials, and secure complex authorizations.

Administrative and Patient Care Coordination:

• Schedule patient appointments, triage telephone calls efficiently, and collaborate with clinical staff in problem-solving patient needs.

APeX and IT Specific Skills:

• Perform APeX-specific tasks, manage referrals, appointments, and utilize various functionalities for patient care coordination.

Environmental Responsibilities, General Performance, and Customer Service Outreach:

• Maintain workplace safety, patient confidentiality, participate in team building, and handle customer service inquiries and complaints.

Lead Role Duties:

• Resolve escalated operational issues, provide guidance for process improvements, and act as a primary resource within the department.

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.  
• Experience with in-person client service
• Scheduling patients
• 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.

Preferred:

• EPIC/APeX strongly preferred.
• Experience in healthcare, including patient scheduling, insurance verification, and medical record data abstraction.
• Experience in ambulatory settings. 
• Prior experience with appointment, ancillary service, or surgical scheduling.

Bilingual or multilingual capability (Spanish, Cantonese, and Russian).