Practice Coordinator

Student Health and Counseling Services (SHCS) provides health care for all UCSF students, enrolled scholars & researchers, and enrolled adult dependents. The Practice Coordinator 3 (PC3) is primarily responsible for representing the administrative team as the public face of Student Health and Counseling Services and works closely with the administrative, clinical and management teams to support practice operations and customer service recovery and intervention efforts. This position directs the workflow for all presenting students and enrollees. This position provides support to all functions of the administrative teams including but not limited to: patient appointment scheduling, patient and insurance registration, check-in, patient messages, patient secure messages, telephone encounters, referrals, EMR Admin in-basket, scanning, filing, authorizations as well as coordination of healthcare services for care outside Student Health (i.e. specialty referrals, imaging referrals, diagnostic labs, etc.).
- The PC 3 position must accurately triage all patient requests for care or information to the correct clinical provider, manager, or assist the students themselves when needed. This position will assist students with all policy and procedure questions, insurance and billing issues, and Affordable Care Act (ACA) health insurance questions. This position also serves to educate new and continuing students on immunization health requirements as well as to inform students enrolled in the UC Student Health Insurance Plan (UC SHIP) on how to access care and adjudicate claims.
- The PC3 is responsible for the maintenance of all routine clerical operations and communications. They adhere to the UCSF House and Telephone Standards and is sensitive to the needs of patients, staff and providers at all times. The PC3 is a team player who works closely with others and who is flexible in dealing with the changing priorities. The PC3 is a self-reliant individual who synthesizes their knowledge of practice operations in order to problem-solve, prioritize and facilitate complex transactions in the course of their daily activities.
- This position makes a difference for patients in an outpatient care unit by providing excellent customer service, facilitating and ensuring the accuracy of the information flow within SHCS as well as between SHCS and UCSF Health specialty departments to maximize efficiency.
- As a patient-focused student health center, this position exists to enhance the health and well-being of students through patient care and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. UCSF Student Health and Counseling seeks staff that are committed to the values of professionalism, respect, integrity, diversity, and excellence that are integral to our mission.

**Department Description**
- Student Health and Counseling Services (SHCS) is a division of Student Academic Affairs. SHCS’s mission is to optimize the physical and mental health of students in order to help them achieve academic success, personal development and lifelong wellness. To accomplish this mission we: tailor our services to the unique needs of a diverse and multi-cultural student community, continuously evaluate and improve services to offer comprehensive, high-quality care, and strive to create a healthy and caring campus culture. SHCS staff (nurses, administrative staff, physicians, nurse practitioners, physicians, dietitian, counselors and psychiatrists) work collaboratively to provide integrated care to UCSF students.

**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 collector
- Advanced customer service skills in working with and providing exceptional customer service to patients
- Excellent communication/interpersonal skills, both over the telephone and directly
- Strong 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 well as part of a team and work closely with others
- Ability to exercise flexibility when dealing with changing priorities
- Ability to synthesize knowledge of practice operations in order to problem-solve, prioritize and facilitate complex transactions in the course of performing daily activities
- Ability to learn and adapt to new tasks when asked
- Experience building rapport with patients quickly
- Ability to work effectively with mínimal supervision and remain calm in all