Support Coordinator II - Ambulatory Float Pool Non-Exempt; Non-Union

Support Coordinator II – Overview

Support Coordinator II serves as an intermediate-level support coordinator. As part of the Ambulatory clinic, the role provides smooth outpatient flow resulting in optimum patient satisfaction and clinic operation. The Coordinator is responsible for coordinating multiple appointments with many multi-specialty clinical services and participates in a variety of duties associated with the daily clinic preparation process.

• Clerical: Demonstrates accuracy and thoroughness in entering information into computer systems. Processes new referrals in a timely manner, including obtaining required outside medical records, entering demographic information, providing medical records to the physician/multidisciplinary team for review, verifying insurance, and obtaining authorization for visits and procedures. Schedules patient evaluations and clinic appointments in a timely manner and accommodates patient needs, including surgery scheduling, laboratories, diagnostic testing, and consultations as needed.
  
  Fulfills other department scheduling functions per department procedures and protocols. Reviews master schedule and anticipates 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 are 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 24 hours 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, including scheduling, paperwork, and follow‑up appointments.
  
  Completes a financial risk assessment and, as indicated, provides assistance to patients/families regarding insurance benefits and alternative funding sources, including referral of complex financial or insurance coverage issues to financial counselors or others. Prepares estimates of patient liabilities to patients, physicians, and insurance companies based on guidelines and/or systems provided by the department. Facilitates communication between patient/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. Assists Support Coordinator I with complex customer service issues and provides 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. Works 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.

• High School or equivalent
• Demonstrated ability in customer service, intake and scheduling
• Proven record of dealing with the public in a customer service role
• Familiarity with word processing, Microsoft Outlook, navigating the intranet, interpreting online queries, and preferably with GE Centricity Business, Cerner, PBAR, scheduling systems
• Excellent communication skills, including the ability to speak, read, and write English proficiently
• Highly flexible, enthusiastic, with a proactive approach, work efficiently under pressure and work efficiently in a team environment
• Knowledge and understanding of insurance plans and types of coverage provided, including government health programs
• Knowledge and ability in processing new referrals in a timely manner
• Demonstrated ability and knowledge in patient scheduling
• Works independently under supervision, takes initiative, deals effectively with constant change, and willingly accepts responsibility
• Possesses ability to work independently and in a team setting