Patient Care Coordinator 3

The Patient Care Coordinator is primarily responsible for representing the administrative team as the public face of the Practice and works closely with the administrative, clinical and management teams to support practice operations and customer service recovery and intervention efforts. S/he provides support to all functions of the administrative teams including but not limited to: Liaison for Cancer Center and Rad Onc, new patient coordination, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing.     

The Patient Care Coordinator is responsible for the maintenance of all routine clerical operations and communications. S/he adheres to the UCSF House and Telephone Standards and is sensitive to the needs of patients, staff and providers at all times.  The Patient Care Coordinator is a team player who works closely with others and who is flexible in dealing with the changing priorities.  S/he is a self-reliant individual who synthesizes his/her knowledge of practice operations in order to problem-solve, prioritize and facilitate complex transactions in the course of his/her daily activities.

As a patient-focused organization, UCSF Medical Center exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. UCSF Medical Center seeks faculty and staff that are committed to the values of professionalism, respect, integrity, diversity, and excellence that are integral to our mission.

Advanced New Patient Scheduling and Coordination 25 %

• Secures outside medical records, CD’s of scans and pathology slides; reviewing them for completeness; and making a determination as to which physician can best evaluate the patient. 
• Understands and is able to prioritize new patient scheduling based on diagnosis and current treatment status to ensure complex patients are scheduled according to practice priorities (e.g. someone newly diagnosed with Stage IV colorectal cancer is seen within the week vs. a second opinion currently receiving treatment is seen within 3 weeks). 
  • Informs patients about possible treatment scheduling options, clinical trials and screening is coordinated with appropriate research personnel and the appropriate physician. As indicated upon screening, if the patient would benefit from a consultation with other clinical disciplines consults with the appropriate department and will work to coordinate care, to optimize schedules, and expedite services. 
• At new patient visits, as appropriate meets with patient after the visit to explain how care is coordinated with possible clinical trials, testing, surgical procedures and care within other departments (e.g. general surgery, cardiology) and with other external providers.
• On a daily basis reviews and works referral work queues documenting activities within the referral record. 
• Acts as the primary contact for referring physicians and new patients
• If practice utilizes a mirror system for external referrals, such as an electronic log, maintains electronic log but also creates referral record for accurate tracking and documenting of external referrals.
• Coordinate E-Consults for Physician to Physician consultation web site for 12 Neurosurgeons by registration, gathering medical documentation and imaging uploaded to APEX for physician review for peer to peer. 24 hour turn around 
• Manage 300-400 new patient E-Fax’s daily.      Immediate processing for all urgent referrals and within 24-48 hours for non-urgent. 
• Facilitate Film Reviews for second opinion for patients unable to travel or have office consultations due insurance issues or residing out of state.
• Assign new patients to providers as required, taking into account scheduling issues.
• Schedules and registers patients by telephone or in person before first appointment meeting established accuracy and performance standards.  Completes appropriate practice intake paperwork and follows established practice guidelines to ensure new patients are seen within prescribed time lines.  Communicates any problems with the schedule with supervisor.
• Collects and verifies insurance and referral/authorization information for first appointment ensuring referral records and Hospital Accounts Records (HARS) are created and assigned to the appointment. 
• Schedules and coordinates any pre-appointment tests or appointments.
• Explains first appointment procedures in Layman’s terminology to patient including required records, pathology slides and radiology films to bring or send prior to the first visit; prepares and mails New Patient Packet or sends through MyChart; provides other information requested by patient. 
• Gives directions and instructions to patients before the first appointment.  Manages patie