Support Coordinator - Concierge Medicine - Full Time 8 Hour Days (Non-Exempt) (Non-Union)
University of Southern California (USC)
Location: Los Angeles, California
Internal Number: REQ20137436
The Support Coordinator will assist with all aspects of patient care. Coordinate clinic schedules, patient appointments and follow up. Answers patient phone calls, verify insurance benefits, prepare charts for clinic and prepare charge tickets for clinic visits. He/She will also coordinate scheduling of all surgeries and diagnostic testing for patients which include sending pre-op packets to patients with surgery instructions, prepare surgery charge tickets and compile letters of medical necessity. The Support Coordinator will assist with the office clerical duties. Other duties may include: assisting multidisciplinary team in managing the care of the patient's thru all phases (In-take/Evaluation/Listed) by acting as a liaison between the clinic and referring physicians; assisting in managing follow-up care for post surgical patients by setting up follow up care appointments; and/or coordinating an organized and efficient case flow of clinic scheduling. Must work with any and every Physician.
Supports the Concierge Medicine program by assisting with all aspects of patient care. The Support Coordinator provides specialized assistance to patients and their families by answering patient phone calls, scheduling appointments, gathering medical records, meeting and greeting with patients, verifying insurance benefits, and preparing charts for clinic. Assists in supporting patient care through all phases including the onboarding of new patients. Assists the clinic with all clerical duties to support the Concierge Medicine program operations. Must work with program physicians and patient liaisons. Other duties as assigned. Must have exceptional customer service skills and excellent communication skills, including the ability to speak, read and write English proficiently. Must be comfortable with computers and medical terminology.
Clerical 1. Has thorough understanding and expertise in the use of computer systems, e.g. Cerner and GE Centricity Business. Demonstrates accuracy and thoroughness in entering information into computer systems. 2. Processes new referrals in a timely manner; this includes obtaining required outside medical records, entering demographic information into computer system as assigned, providing medical records to physician / multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures as assigned. 3. Coordinates scheduling of patientâs evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patientâs needs. This includes but not limited to: laboratories, diagnostic testing and consultations as needed. 4. Gives proper patient instructions, and schedules patient mandatory teaching classes as needed..
Patient Navigation/Customer Service 5. 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. 6. Utilizes courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel. Greets patients in a courteous and professional manner. 7. Escorts patients to other departments if needed, provides directions to other departments within USC system. 8. Administers screening tools to assess patientsâ needs under the supervision of Patient Navigation Program Coordinator. Refers patients to internal supportive care services: dietician, social worker, financial counselor, chaplain, physical therapy. Educates and encourages patients on ways to keep and update their own plan of care and medical records. 9. Assists patients to overcome barriers to care, e.g. transportation, childcare, coordination of translation services, financial assistance by directing patients and caregivers to community resources and services. 10. 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. 11. Adheres to policies aimed to protect patient confidentiality.
Teamwork/Collaboration 12. Demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence. 13. Possesses ability to work independently and in a team setting. 14. Maintains an open line of communication with management and other staff and demonstrates a professional demeanor at all times. 15. Is involved with and keeps abreast of changes within the USC healthcare system. 16. Actively participates in the USC Navigators team; works with other Care Navigators and Patient Navigation Coordinator to apply standardized protocols, as well as determine and address the necessity for customized service approaches.
17. Performs other related duties as assigned.
Req High school or equivalent
Req Ability to communicate effectively in English both verbally and in writing.
Pref 1 year Experience in acute care or ambulatory care setting. *Entry level accepted.
Pref Knowledge of medical terminology preferred.
Pref Familiarity with word processing, IDX, Cerner, PBAR and scheduling software is preferred.
Pref Basic Life Support (BLS) Healthcare Provider from American Heart Association
Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
The hourly rate range for this position is $22.00 - $34.18. 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 candidateâs 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.
USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations.
As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.