Support Coordinator II - Surgery Clinic Admin - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

Support Coordinator II

Support Coordinator II serves as an intermediate-level support coordinator. As a part of the Ambulatory clinic, provides smooth outpatient flow resulting in optimum patient satisfaction and clinic operation. Responsible in coordinating multiple appointments with many multi-specialty clinical services. Participates in a variety of duties associated with daily clinic preparation process, from customer service, heavy phone answering, intake, message distribution, obtaining medical reports / imaging, procedure scheduling, encounter registration, co-pay collections, and referrals management. Performs other duties as assigned.

Essential Duties :

• Clerical : 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 patient's evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient's needs. This includes but not limited to : surgery scheduling, laboratories, diagnostic testing and consultations as needed. Fulfills other department scheduling functions per department procedures and protocols. Reviews master schedule and anticipating requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience. Coordinates and schedules diagnostic testing for patients which include but not limited to sending letters of medical necessity. Assists with the 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 : Displays 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 follow-up appointments. 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. Prepares 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, co-insurance, 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. Assist Support Coordinator I with complex customer service issues and provide resolution
• Teamwork / Collaboration : Acts and demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence. Maintains an open line of communication with management and other staff and always demonstrates a professional demeanor. Keeps abreast of changes within the USC healthcare system. Work collaboratively as department's liaison / representation between the department and other hospital and physicians' staff.
• Other : May assist with onboarding and training new hire employees and physicians May assist Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting May work on auditing, correction, and resubmitting rejected charges and follow up
• Performs other duties as assigned.

Required Qualifications :

Preferred Qualifications :

Required Licenses / Certifications :

The hourly rate range for this position is $25.00 - $39.69. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education / training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.