Contact Center Practice Coordinator 2

Company: University of California - San Francisco
Location: San Francisco
Posted on: February 10, 2025

Job Description:

Contact Center Practice Coordinator 2







Dental Center




Full Time




83291BR


Job Summary


The Practice Coordinator 2 is primarily responsible for representing the administrative team as the public face of the Dental Center clinics and works closely with the administrative, clinical and management teams to support practice operations and customer service recovery and intervention efforts. The incumbent provides support to all functions of the administrative teams including but not limited to: CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing.

The PC 2 is responsible for the maintenance of all routine clerical operations and communications. The PC 2 adheres to the UCSF House and Telephone Standards and is sensitive to the needs of patients, staff, and providers at all times. The PC 2 is a team player who works closely with others and who is flexible in dealing with the changing priorities. The incumbent 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.

The PC2 must be able to perform at expected services levels including 70% calls answered in 30 seconds or better, and meet Key Performance Indicator metrics, standard works, and standard operating procedures.

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 between medical, hospital staff and departments to maximize unit efficiency. The PC2 is required to work at any UCSF campus as needed and scheduled.



The final salary and offer components are subject to additional approvals based on UC policy.Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.The salary range for this position is $29.68 - $42.48 (Hourly Rate).To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Department Description

UCSF Dental Center is a cohesive entity within the structure of UCSF's School of Dentistry. Its primary goal is to provide outstanding, seamless, patient-centered care. The Center also aims to provide cutting-edge clinical experiences and education to students; contain costs for patient care and generate resources to reinvest in UCSF Dental Center and the School of Dentistry. A majority of the Dental Center's clinical facilities are located at the Parnassus Campus, with affiliated clinics and an additional presence at Mission Bay, and the Zuckerberg San Francisco General Hospital and Trauma Center. UCSF Dental Center's primary services include all advanced dental specialty programs, and the general dentistry and specialty faculty practices.


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
• 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 with minimal supervision
• Ability to use good judgment and work independently, at times under the pressure of deadlines
• Ability to access situations prioritizes workload, develop solutions and make recommendations.
• Excellent customer service and communication/interpersonal skills, both over the telephone and directly.
• Able to sit at a computer terminal with telephone headphones for extended periods of time.
• Basic math skills required.
• Proven ability to deal with a wide variety of individuals;
• Ability to deal sensitively and effectively with patients.
• Excellent organizational and problem-solving skills.
• Strong writing skills to include the ability to compose, edit, and proof a wide variety of documents.
• Demonstrated administrative/office coordination skills.
• Demonstrated knowledge of medical practice terminology.
• Within six months of start date, based upon completion of training, the Supervisor, completes the proficiency checklist with the employee. This includes the following areas if applicableo Referrals (Incoming referral entry) and handling all referral WQs
  o Pend orders
  o Pend smart sets
  o Schedule surgeries
  o Work applicable work queues
  o Messaging (CRM) if applicable
  o 2nd calls in CRM if applicable
  o Telephone encounters
  o My open encounter
  o Staff message
  o New message
  o Route Patient advice request to providers (My Chart)
  o Patient Schedule (My Chart)
  o Letters
  o Pools
  o Patient look up
  o Check in process
  o Check out process
  o Comment field
  o Quick note
  o Scanning
  
  
  Preferred Qualifications
  
  
  • Demonstrated experience in health care (may include medical, dental or veterinary) in the following areas: patient scheduling, insurance verification, medial record data abstraction, or patient financial services.
  • Prior experience with appointment, ancillary service or surgical scheduling or a combination of all three.
  • Bi-lingual or multi-lingual capability (Spanish, Cantonese, and Russian) strongly preferred.
  • Six months of experience with Epic health record, or one year experience with another electronic health record.
  • One year experience in a high call volume clinic/department with complex scheduling or customer requests.
    
    
    About UCSF
    
    The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
    
    
    Pride Values
    
    UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
    
    In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
    
    Join us to find a rewarding career contributing to improving healthcare worldwide.
    
    
    Equal Employment Opportunity
    
    The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
    
    
    Organization
    
    Campus
    
    
    Job Code and Payroll Title
    
    004819 PRACTICE CRD 2
    
    
    Job Category
    
    Administrative Support
    
    
    Bargaining Unit
    
    Teamsters Local 2010 - Clerical and Allied Services Unit (CX)
    
    
    Employee Class
    
    Career
    
    
    Percentage
    
    100%
    
    
    Location
    
    San Francisco, CA
    
    
    Campus
    
    Parnassus Heights (SF)
    
    
    Shift
    
    Days
    
    
    Shift Length
    
    8 Hours
    
    
    Additional Shift Details
    
    Monday-Friday 8am-5pm
    
    

Keywords: University of California - San Francisco, San Francisco , Contact Center Practice Coordinator 2, Other , San Francisco, California