Job Details
Patient Care Coordinator 3
2026-07-01 University of California - San Francisco San Francisco,CA
Description:
Secures outside medical records, CD's of scans and pathology slides; reviewing them for completeness; and making a determination as to which physician can best evaluate the patient. Understands and is able to prioritize new patient scheduling based on diagnosis and current treatment status to ensure complex patients are scheduled according to practice priorities (e.g. someone newly diagnosed with Stage IV colorectal cancer is seen within the week vs. a second opinion currently receiving treatment is seen within 3 weeks). Informs patients about possible treatment scheduling options, clinical trials and screening is coordinated with appropriate research personnel and the appropriate physician. As indicated upon screening, if the patient would benefit from a consultation with other clinical disciplines consults with the appropriate department and will work to coordinate care, to optimize schedules, and expedite services. At new patient visits, as appropriate meets with patient after the visit to explain how care is coordinated with possible clinical trials, testing, surgical procedures and care within other departments (e.g. general surgery, cardiology) and with other external providers. On a daily basis reviews and works referral work queues documenting activities within the referral record. Acts as the primary contact for referring physicians and new patientsIf practice utilizes a mirror system for external referrals, such as an electronic log, maintains electronic log but also creates referral record for accurate tracking and documenting of external referrals.Coordinate E-Consults for Physician to Physician consultation web site for 12 Neurosurgeons by registration, gathering medical documentation and imaging uploaded to APEX for physician review for peer to peer. 24 hour turn around Manage 300-400 new patient E-Fax's daily. Immediate processing for all urgent referrals and within 24-48 hours for non-urgent. Facilitate Film Reviews for second opinion for patients unable to travel or have office consultations due insurance issues or residing out of state.Assign new patients to providers as required, taking into account scheduling issues. Schedules and registers patients by telephone or in person before first appointment meeting established accuracy and performance standards. Completes appropriate practice intake paperwork and follows established practice guidelines to ensure new patients are seen within prescribed time lines. Communicates any problems with the schedule with supervisor.Collects and verifies insurance and referral/authorization information for first appointment ensuring referral records and Hospital Accounts Records (HARS) are created and assigned to the appointment. Schedules and coordinates any pre-appointment tests or appointments.Explains first appointment procedures in Layman's terminology to patient including required records, pathology slides and radiology films to bring or send prior to the first visit; prepares and mails New Patient Packet or sends through MyChart; provides other information requested by patient. Gives directions and instructions to patients before the first appointment. Manages patient expectations by providing practice-specific guidelines related to service/visit. Seeks clinical input when appropriate.Creates a professional and positive first impression for patients and referring physicians. Demonstrates good judgment and common sense.Advanced Revenue Cycle 3%Secures complex insurance authorizations for services, medications, or testing and is able to track the authorizations for renewal based on insurance company driven limits of time frames or numbers of visits or services. Has demonstrated competency working with HCPC codes and is able to look up and locate the appropriate codes for the purpose of requesting authorization (e.g. J codes for medications like chemotherapy).Understands how to identify and interpret a patient's insurance benefit package, including pharmacy and mental health carve outs. Utilizes this information to direct authorization requests and to coordinate these services for patients.Reviews & analyses monthly denial reports for both professional and hospital billing. Initiatives retro authorizations from denial report.Identifies trends in denials and works with practice team and supervisors to develop and implement improved workflows to minimize denials. Compiles & analyzes data for reports to track basic revenue cycle measurements such as charges, payments, visit volume, etc. and creates reports in Microsoft Excel.Oversees and coaches staff on complex authorization requests as they arise. Address patient complaints from patients regarding billing and complaints related to billing that come out of Patient Relations. Through reporting track patterns of billing complaints and identify patterns which can be addressed with coaching and education of staff and providers. Understands the concept of managed care and is knowledgeable about the resources available to the staff in regards to knowing the specific requirements of individual managed care plans. Assists patients to understand the concept of managed care.Reviews all upcoming visits to determine patient eligibility and assists with transitioning patients who are no longer eligible to new primary care practices through collaboration with the practice Social Worker and clinical teams. Department resource for insurance questions and insurance updates, including having reserved time on the staff agenda to review updates with administrative team, include important updates in the practice newsletter including drafting newsletter announcementsAs practice SuperUser will produce reports and review with staff cash collection barriers to improve cash collection rates for the practice. Revenue Cycle 5%Performs cash collection and depositing functions as assigned, complying with all established policies and procedures.Communicates Medical Center administrative and financial policies clearly to patients, answering patient account questions and knowing when to refer patients to financial counseling, billing agents, patient relations or other support departments for additional help.Obtains and documents insurance authorizations for established patient visits, referrals and procedures or ancillary services. Communicates clinical information from medical records authorization requests to insurance companies. Complex Insurance eligibility and benefits verified in detail in referral notes to expedite for Demonstrates competency working with CPT codes, ICD-9, and ICD-10 for the purpose of scheduling and securing authorization.Works with patients and staff to confirm availability and accuracy of medical information within APeX and to ensure compliance with all hospital policies and procedures.Secures authorization for procedures, specialty visits and ancillary testing and coordinates with Hospital Admissions Department as needed.Verification of insurance eligibility and benefits for patients to be scheduled in an urgent manner. Work with UCSF Contracting and Finance team to problem solve and keep up with insurance policy changes impacting patient care coordinationTriage all new referrals for workman's compensation, out of state and/or out of network coverages, obtaining COBs and MSPs, and ensuring authorization appointments regarding consultation, diagnostic imaging, procedures and/ or surgeries for all referrals. Moderate Complex Revenue Cycle 10 %Advanced Administrative and Patient Care Coordination Responsibilities 10 %Acts as liaison with Concierge Services. Expedites requested services.Coordinates complex patient care coordination activities. Arranging appointments and testing, which may or may not include Tumor block genetic testing, Home Care, Physical Therapy, starting paperwork for durable medical equipment or disability paperwork and following up on all other paper work, i.e. Workers Compensation as necessary.Keeps track of patients who have parallel pathways for their medical care and works with clinical providers to take steps at critical points along the continuum. May create and maintain APeX patient lists or Excel Spreadsheets for tracking purposes. For example, patients receiving neoadjavent chemotherapy who will be scheduled for surgery once their tumor has shrunk and must be evaluated by the MD after cycle 3 of their chemotherapy regimen. The PA IV will need to keep track of the patient and schedule a timely appointment with the surgeon and the medical oncologist to coordinate planning for surgery scheduling.Is skilled and able to book Radiology appointments directly into Radiology scheduling software while ensuring accuracy of exam types, location specifications and insurance restrictions.Identify referral problems; report out to management team with suggested solutions. Develop and review reports related to referral management, tracking and updating management team with ongoing outgoing and incoming referral issues as they arise. Oversight with maintaining Open Access schedules in order to meet the Patient-Centered Medical Home (PCMH) standards (could include Direct Access scheduling into the generic job template) 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.Acts as the liaison between clinic and referring providers/hospitals and educating referring providers' offices on our intake process, including required documents needed and educating providers about our provider-to-provider online consult request.Designate appropriate provider to un-assigned referrals based on rotation schedules for spine deformities, tumors, hydrocephalus, Chiari malformations, and hematomas. Scheduling visits for all offsite specialty clinics.Schedules established patient appointments and ancillary testing including Radiology using Apex and its related components. Understands the distinction of each medical practice and how care is delivered in each setting.Coordinates appointments with multiple providers as required.Discusses practice policies and procedures with patients and referring physicians.Answers questions about provider schedules and acts as a resource to other medical center practices and ancillary service administrative staff. Has a keen awareness of the need to provide prompt and convenient appointment access to patients.Adheres to the provider productivity standards as established in APEX templates for the practice and schedules appointments with the appropriate appointment type.Triages all telephone calls, screening for emergencies and routing all messages, requests for same day appointments, refill requests, etc. to the appropriate box.Utilizes legacy systems and Apex to retrieve pertinent patient data.Follows practice procedure for follow-up of missed appointments.Covers Apex in-baskets and phone messages when other members of the team are absent.Demonstrates an ability to adjust priorities as required for smooth operation of the practice and notifies the clinical staff.Provides administrative support to providers in coordination of patient care (i.e. sending patient letters, educational materials, results of lab tests, etc.)Schedules procedures and tests providing appropriate instructions to patients.Collaborates with clinical staff in problem-solving patient needs and requests for same day appointments and other appointments requiring care coordination. Works together with the clinical staff in the processing and follow-through of urgent patient needs.Reviews and processes referrals received via Web portal and email.Demonstrates courtesy and overt helpfulness in all interactions. Collaborates with Practice Supervisor and Administrative Director in the resolution of patient complaints.Assists in maintaining current filing and scanning.Moderate Complex Administrative and Patient Care Coordination Responsibilities 10 %Administrative and Patient Care Coordination Responsibilities 10%APeX and IT Specific Skills 5 %Performs the following APEX specific Patient Care Coordinator (PCC) functions as appropriate to completion of APeX PCC training and job duties: Enter new incoming referrals entering authorization information as appropriateOpen, document within, route and close telephone encounters. Able to accurately utilize documentation steps when leaving a telephone encounter open pending further communications with the callerWorks applicable APeX workqueues to address patient care and service mattersCreate and send administrative communications via MyChartCreate SmartPhrase templates associated with administrative functionsCreate and route patient letters associated with administrative mattersOpen, document within, route and close telephone encounters. Able to accurately utilize documentation steps with leaving a telephone encounter open pending further communications with the caller. Able to utilize smart text logic to document patient phone screening as associated with complex appointment scheduling.Works applicable APeX workqueues to address patient care and service mattersEncourage use of the check in kiosk and trouble shoot technical or customer service issues Moderate Complex General Performance 2%Maintains provider calendarsWhen working in a primary care practice, assists with the delivery and maintenance of a high standard of patient care using the Patient Centered Medical Home model which emphasizes the care of the "whole patient" which includes in-reach, outreach and intensive follow up on referrals. When working within the primary care environment acts as the coordinator for all of patient's needs such as forms (ie. work release, disability, immunization records, etc.) and is principally responsible for the continuity of care for patients which includes a significant amount of support for patients at the time of the visit and between visits. Provides 1:1 and team training for new hires and new initiatives and proceduresAs assigned, pulls and prepares charts prior to patient appointment following established practice criteria. Files all patient related information, tracks incoming slides, films and reports as required by practice; returns materials to referring physicians in a timely manner utilizing tracking systems. Scans and imports patient records and documents in APeX system following established guidelines and policies.Upholds UCSF Medical Center policy regarding the maintenance and confidentiality of medical records and other patient information. Maintains and adheres to patient confidentiality and HIPAA guidelines including the distribution of NOPPs (Notice of Privacy Practices).Participates in team building by actively contributing during meetings and with staff and providers in discussion of all practice activities.Attends training classes provided by Medical Center, Billing Agent, and others as necessary. Bring information back to practice and use on the job.Works with supervisor and co-workers to ensure that the practice responds comprehensively to patient care needs through improved procedures and administrative systems. Is an active participant in performance improvement projects and customer service initiatives.Complies with all Medical Center and Ambulatory Services procedures for infection control, safety, administrative and clinical practice. Complies with activities mandated by The Joint Commission and Title 22 standards.As assigned, fills in for other co-workers to help address workload problems and cover vacation or sick leave openings. Facilitates Float coverage as needed for practice (e.g. when float is assigned, work with float to ensure successful coverage of work)Serves on and contributes documentation to the Patient Centered Medical Home application workgroup Provides 1:1 and team training for new hires and new initiatives and proceduresCoordinate care for Concierge and International patients, i.e., patients needing more assistance from access to discharge General Performance 10%Advanced General Performance 1 %Moderate Complex General Performance 5 %Moderate Complex Environmental Responsibilities 2 %Serves as practice deputy for life / safety activities helps lead drillsCustomer Service OutreachDeals directly with patients either by telephone, electronically or face to face while consistently following EVERYDAY PRIDE principles in verbal and written communicationsResponds promptly and courteously to internal and external inquiries. Stays logged into appropriate APeX Pools and In Baskets.Handles front line patient complaints with the support of the Practice Supervisor / Administrative DirectorSupports all performance improvement initiatives as outlined by the Medical Center leadership through active participation and initiationObtains and evaluates all relevant information to handle inquiries and complaints S/he is a strong team player, has a dedicated work ethic, and is willing to learn and adapt to new tasks when asked. S/he is comfortable building rapport with patients quickly and is able to work effectively with and without supervision and remain calm and friendly in all interactions with patients Notifies providers of patient delays and service issues. Acts and advocate for patients to help facilitate provider punctuality in seeing patients according to schedule.Communicates provider delays with front office team and makes regular announcements to waiting room as needed when delays are over 30 minutes.Offers suggestions for change or improvement in clinic/practice operations. S/he leads by example in the areas professional appearance, demeanor and body language, making eye contact with patients and internal customers, exhibits a friendly demeanor to put patients at ease. Seeks opportunities to improve patient convenience. Utilizes service recovery amenities as appropriate. Contributes to the development of a patient-focused environment.Lead role duties 2%: Addresses and resolves escalated issues of day to day operations (e.g. customer service, provider complaints, cross departmental communication or coordination problems, etc.) Serves as a liaison to management to advise on, take lead action on, and provide direction on process improvements initiatives Acts as a primary resource for one or more designated functions in the department (e.g., APeX SuperUser) Provides feedback related to staff performanceSupports staff through orientation, training and oversight. Will attend monthly organization meetings/trainings to enhance SuperUser role within the practice. Is a team player who works closely with others and who is flexible in dealing with the changing priorities. 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.
Required Qualifications: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 collectorStrong 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. 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 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 servicesPrior experience with appointment, ancillary service or surgical scheduling or a combination of all threeBi-lingual or multi-lingual capability (Spanish, Cantonese, and Russian) strongly preferredPrior experience with EPIC
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 Qualifications: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 collectorStrong 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. 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 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 servicesPrior experience with appointment, ancillary service or surgical scheduling or a combination of all threeBi-lingual or multi-lingual capability (Spanish, Cantonese, and Russian) strongly preferredPrior experience with EPIC
The Patient Care Coordinator 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: Liaison for Cancer Center and Rad Onc, new patient coordination, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing. The Patient Care Coordinator 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 Patient Care Coordinator 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.As a patient-focused organization, UCSF Medical Center exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. UCSF Medical Center seeks faculty and staff that are committed to the values of professionalism, respect, integrity, diversity, and excellence that are integral to our mission.
Advanced New Patient Scheduling and Coordination 25 %
Required Qualifications: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 collectorStrong 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. 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
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 Qualifications: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 collectorStrong 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. 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