Practice Coordinator 2

Please note: this is a temporary assignment (3 months) with potential to extend. Fully onsite at Zuckerberg SF General.

Patient Scheduling & Referral Coordination

• Manage new and established patient scheduling, registration, referrals, and intake.
• Review referral workqueues and ensure accurate documentation and tracking.
• Verify insurance, authorizations, patient information, and required records.
• Coordinate pre-appointment testing, procedures, and appointments across multiple providers.
• Communicate appointment instructions, expectations, and practice procedures to patients.
• Follow up on missed appointments and help address urgent scheduling needs.

Front Desk & Customer Service

• Greet and check in patients while maintaining efficient clinic flow.
• Collect co-pays and assist with patient account questions.
• Monitor waiting areas and proactively address delays or service concerns.
• Handle patient complaints professionally and escalate when appropriate.
• Provide high-level customer service to patients, families, referring providers, and internal teams.

APeX / Epic & Administrative Coordination

• Schedule appointments using APeX/Epic Cadence and follow complex scheduling protocols.
• Manage APeX workqueues, In Baskets, CRM messages, telephone encounters, and MyChart communications.
• Process incoming referrals and authorization information.
• Create patient letters and administrative communications.
• Scan/import medical records and maintain accurate patient documentation.
• Pend appropriate orders, referrals, procedures, and medication refill requests for provider review.

Phone & Patient Communication

• Handle high-volume patient calls and online appointment requests.
• Screen calls for urgent needs and route clinical concerns appropriately.
• Document telephone encounters accurately in Epic.
• Coordinate with clinical staff when patients require same-day or urgent assistance.
• De-escalate challenging interactions and involve leadership when necessary.

Revenue Cycle & Authorizations

• Obtain insurance authorizations for visits, procedures, specialty services, medications, DME, and ancillary testing.
• Understand CPT and ICD coding as it relates to scheduling and authorization.
• Work billing/RFI queues and help resolve missing information or authorization issues.
• Support accurate encounter documentation and other revenue-cycle workflows.
• Collect payments and follow applicable financial policies.

Surgery & Complex Scheduling, if applicable

• Coordinate inpatient and outpatient surgeries.
• Schedule pre-surgical testing and appointments.
• Coordinate OR availability, equipment, resources, and complex joint cases.
• Communicate surgical logistics among patients, physicians, clinical staff, and hospital departments.

Clinic & Provider Support

• Maintain provider calendars and scheduling templates.
• Assist providers with administrative aspects of patient care.
• Coordinate records, forms, test results, patient letters, and other documentation.
• Provide coverage for absent team members and adjust priorities based on clinic needs.
• Train new staff and support new workflows and initiatives.

Required:
Candidates must meet one of the following:

• High school diploma/equivalent + 4 years of related experience
• College degree + at least 6 months of related experience
• An equivalent combination of education and experience

Administrative & Technical

• Strong administrative/office coordination experience.
• Strong computer skills and ability to navigate multiple patient record systems.
• Experience with at least two Microsoft Office-type programs, such as Outlook, Word, or Excel.
• Strong written communication, including composing, editing, and proofreading documents.
• Basic math skills.
• Familiarity with medical practice terminology.

Customer Service & Communication

• Excellent customer service and interpersonal skills, both by phone and in person.
• Ability to work effectively and sensitively with patients.
• Comfortable interacting with a wide variety of individuals.
• Strong professional verbal and written communication.

Organization & Problem Solving

• Excellent organizational and problem-solving skills.
• Ability to analyze situations, prioritize competing responsibilities, and develop solutions.
• Strong judgment and ability to make recommendations when appropriate.
• Ability to work independently with minimal supervision.
• Comfortable working under deadlines and managing a high-volume workload.

Preferred:

• Patient or appointment scheduling
• Insurance verification
• Medical records/data abstraction
• Patient financial services
• Ancillary or surgical scheduling
• Epic/APeX
• Bilingual/multilingual skills, particularly Spanish, Cantonese, or Russian

Required:
Candidates must meet one of the following:

• High school diploma/equivalent + 4 years of related experience
• College degree + at least 6 months of related experience
• An equivalent combination of education and experience

Administrative & Technical

• Strong administrative/office coordination experience.
• Strong computer skills and ability to navigate multiple patient record systems.
• Experience with at least two Microsoft Office-type programs, such as Outlook, Word, or Excel.
• Strong written communication, including composing, editing, and proofreading documents.
• Basic math skills.
• Familiarity with medical practice terminology.

Customer Service & Communication

• Excellent customer service and interpersonal skills, both by phone and in person.
• Ability to work effectively and sensitively with patients.
• Comfortable interacting with a wide variety of individuals.
• Strong professional verbal and written communication.

Organization & Problem Solving

• Excellent organizational and problem-solving skills.
• Ability to analyze situations, prioritize competing responsibilities, and develop solutions.
• Strong judgment and ability to make recommendations when appropriate.
• Ability to work independently with minimal supervision.
• Comfortable working under deadlines and managing a high-volume workload.

Preferred:

• Patient or appointment scheduling
• Insurance verification
• Medical records/data abstraction
• Patient financial services
• Ancillary or surgical scheduling
• Epic/APeX
• Bilingual/multilingual skills, particularly Spanish, Cantonese, or Russian