Support Coordinator - Arcadia Multispecialty B2 - Full Time 8 Hour Days Non-Exempt Non-Union

The Support Coordinator will assist with all aspects of patient care. Coordinate clinic schedules patient appointments and follow up. Answers patient phone calls verify insurance benefits prepare charts for clinic and prepare charge tickets for clinic visits. He/She will also coordinate scheduling of all surgeries and diagnostic testing for patients which include sending preop packets to patients with surgery instructions prepare surgery charge tickets and compile letters of medical necessity. The Support Coordinator will assist with the office clerical duties. Other duties may include: assisting multidisciplinary team in managing the care of the patients thru all phases (Intake/Evaluation/Listed) by acting as a liaison between the clinic and referring physicians; assisting in managing followup care for post surgical patients by setting up follow up care appointments; and/or coordinating an organized and efficient case flow of clinic scheduling. Must work with any and every Physician.

The Support Coordinator is responsible for performing front and back office administrative duties in a high performing new multispecialty practice. This position is critical in maintaining an efficient patient flow with providing for an excellent patient experience. This position is responsible for scheduling all new patient visits and followup appointments answers patient phone calls prepares charts and patient new consult questionnaires. In addition this role will collaborate with other administrative personnel to assist with patient registration insurance verification insurance authorization patients copay collections and checking patients in and out daily. Assist the office with all other clerical duties. Must be highly flexible enthusiastic have a proactive approach work efficiently under pressure and work efficiently in a team environment This position must be flexible to cover other satellite clinics as needed and perform other duties as assigned.

Essential Duties:

• Clerical Has thorough understanding and expertise in the use of computer systems e.g. Cerner. Demonstrates accuracy and thoroughness in entering information into computer systems. Processes new referrals in a timely manner; this includes obtaining required outside medical records entering demographic information into computer system providing medical records to physician / multidisciplinary team for review verifying insurance and obtaining authorization for visits and procedures. Schedules patients evaluation and clinic appointments in a timely manner and at the request of the physician while accommodating patients needs. This includes but not limited to: laboratories diagnostic testing and consultations as needed. Fulfills other department scheduling functions per department procedures and protocols. Proactively manages clinic schedules including reviewing master schedule and anticipating requirements and changes based on activity levels to create a wellmanaged operational flow and positive patient experience. Coordinates scheduling of diagnostic testing for patients which include but not limited to sending letters of medical necessity. Assists in clinic with clerical and scheduling needs including filing and collection of supporting documentation for billing. Provides phone coverage as needed. Contacts and distributes messages to medical personnel using a variety of electronic messages including text voice and email systems. Reads and responds to email throughout the day. Retrieves and responds to voicemail messages within 24hours per department protocol.
• Patient Customer Service Utilizes courtesy compassion kindness and honesty while interacting with public patients and all clinic personnel. Greets patients in a courteous and professional manner. Acts as a single point of contact for patients and caregivers and takes accountability for their patient experience. Provides information and guidance to patients and caregivers regarding all areas of patient care. This includes but not limited to scheduling paperwork and followup appointments. Works independently under limited supervision takes initiative deals effectively with constant change and willingly accepts responsibility. Completes a financial risk assessment and as indicated provides assistance to patient/patient families regarding insurance benefits and alternative funding sources including referral of complex financial or insurance coverage issues to financial counselors or others such as a designated admitting representative. Provides estimate of patient liabilities to patients physicians and insurance companies based on guidelines and/or systems provided by the department including but not limited to copayment deductibles coinsurance deposits or prior account balances. Facilitates communication between patient and caregivers and all members of the care team including physicians nurses lab etc. Communicates all changes with patient and case information to all involved personnel. Works with various hospital personnel to resolve issues and accommodate patient. Adheres to policies aimed to protect patient confidentiality.
• Teamwork/Collaboration Demonstrates flexibility in covering other staff members for sick time vacation or leave of absence. Possesses ability to work independently and in a team setting. Maintains an open line of communication with management and other staff and demonstrates a professional demeanor at all times. Is involved with and keeps abreast of changes within the USC healthcare system.
• Performs other duties as assigned.

Required Qualifications:

• Req High school or equivalent
• Pref Bachelors degree Bachelors Degree or equivalent work experience in customer service and/or medical office.

• Req Ability to communicate effectively in English both verbally and in writing.
• Req Proven record of dealing with the public in a customer service role.
• Req Familiarity with word processing Microsoft Outlook GE Centricity Business Cerner PBAR scheduling systems and navigate the intranet interpret online queries.
• Req Must have excellent communication skills including the ability to speak read and write English proficiently.
• Req Must be comfortable with computers and medical terminology. In depth knowledge of all insurance types.

Preferred Qualifications:

• Pref Bachelors degree Bachelors Degree or equivalent work experience in customer service and/or medical office.

• Pref 1 year Experience in acute care or ambulatory care setting. *Entry level accepted.
• Pref Knowledge of insurance billing admitting or registration experience in a hospital or medical office
• Pref In depth knowledge of major insurance plans and types of coverage provided including government health programs.
• Pref Bilingual is highly desirable preferably in Mandarin or Spanish.

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

USC 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 protected veteran status disability or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance and with due consideration for patient and student safety. Please refer to theBackground Screening Policy Appendix Dfor specific employment screen implications for the position for which you are applying.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone ator by email at. Inquiries will be treated as confidential to the extent permitted by law.

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