END DATE October 22, 2016
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Practice Coordinator - SOM Neurology-Multiple Sclerosis (PRACTICE CRD 2)

University of California - San Francisco Medical Centers - San Francisco, CA

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Job Description

Job Title

Practice Coordinator - SOM Neurology-Multiple Sclerosis (PRACTICE CRD 2)

Job ID


Job Code


Job Family

Administrative & Clerical


Mission Bay

Weekly Hours

40 ; 100%

Appointment Type



SOM Neurology-Multiple Scleros


8-hour Days

Full/Part Time


Union Information

This classification is represented by a union

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Our legacy of unsurpassed patient care and unceasing mission to integrate high-tech medical research with clinical operations has led to our prestigious standing as one of the top 10 hospitals in the nation according to U.S. News & World Report. As a premier health care institution dedicated to advancing health worldwide, UCSF Medical Center can also be the best place to advance and shape your career.

The medical center's employees are one of the most important reasons why we are recognized as one of the nation's best hospitals. To work at UCSF Medical Center is to be part of an institution that provides the highest caliber of care to patients; a nurturing, dynamic and team-oriented atmosphere in which to best use your skills and talents.

Department Description

Specialists in the Neurology Clinic are leaders in the diagnosis and treatment of a wide range of disorders from cerebrovascular disease to headache to nerve injuries. Patients may undergo a comprehensive evaluation in the Neurology Clinic before referred to a neurological expert who specializes in a specific condition.

Our patients benefit from research conducted at UCSF, which we draw upon to develop new, more effective treatments.

Job Summary

The Practice Coordinator (PC) is primarily responsible for representing the administrative team as the public face of the Practice and works closely with the administrative, clinical and management teams to support practice operations and customer service recovery and intervention efforts. S/he provides support to all functions of the administrative teams including but not limited to: CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing.

The PC is responsible for the maintenance of all routine clerical operations and communications. S/he adheres to the UCSF House and Telephone Standards and is sensitive to the needs of patients, staff and providers at all times. The PC is a team player who works closely with others and who is flexible in dealing with the changing priorities. S/he is a self-reliant individual who synthesizes his/her knowledge of practice operations in order to problem-solve, prioritize and facilitate complex transactions in the course of his/her daily activities.

This position makes a difference for patients in an outpatient care unit by providing excellent customer service, facilitating and ensuring the accuracy of the information flow between medical, hospital staff and departments to maximize unit efficiency. The PC is required to work at any UCSF campus as needed and scheduled.

The flexibility to orient and work at all UCSF Medical Center locations is required.

Required Qualifications

* High School graduate or equivalent with four years related experience; or college degree and six 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 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 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

* The flexibility to orient and work at all UCSF Medical Center locations is required

Preferred Qualifications

* 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)

* Prior experience with EPIC


* N/A

Living Pride Standards

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.