The Support Coordinator performs clerical and communication functions on assigned in the clinic/unit. She/He schedules patient appointments and provides courteous reception in the clinic/unit. Answers phones, verifies insurance, registers new patients, and checks patient in/out. Various office duties including but no limited to filing and sorting. Must work with any and every physician in the clinic/unit.

The Support Coordinator performs clerical and communication functions on assigned in the clinic/unit. She/He schedules patient appointments and provides courteous reception in the clinic/unit. Answers phones, verifies insurance, registers new patients, and checks patient in/out. Various office duties including but not limited to filing and sorting. Must work with any and every physician in the clinic/unit.

Essential Duties:

• Clerical 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. Processes new referrals in a timely manner; this includes obtaining required outside medical records, entering demographic information into computer system, providing medical records to physician and multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures. Must also reconcile departmental charges daily Schedules patient's evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient's needs. This includes but not limited to: laboratories, diagnostic testing and consultations as needed. Fulfills other department scheduling functions per department procedures and protocols. Proactively manages clinic schedules, including reviewing master schedule and anticipating requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience. Coordinates scheduling of diagnostic testing for patients which include but not limited to sending letters of medical necessity. Assists in clinic with 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 24hours per department protocol.
• Patient Customer Service Utilizes 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 patient 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. Work independently under limited supervision, takes initiative, deals effectively with constant change and willingly accepts responsibility. Completes a financial risk assessment and as indicated, provides assistance to patient/patient families regarding insurance benefits and alternative funding sources, including referral of complex financial or insurance coverage issues to financial counselors or others such as designated admitting representative. Provides estimate of patient liabilities to patients, physician and insurance companies based on guidelines and/or systems provided by the department, including but not limited to: copayment, deductibles, co-insurance, deposits, or prior account balances. 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. Adheres to policies aimed to protect patient confidentiality.
• Teamwork/Collaboration Demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence. Possesses ability to work independently and in a team setting. Maintains an open line of communication with management and other staff and demonstrates a professional demeanor at all times. Is involved with and keeps abreast of changes within the USC healthcare system.
• Clinical Prepares patients for examinations. Escorts patients to and from exam and procedures. Obtains and records vital signs. Assists the physician with exams and procedures. Ensures that physician orders for medications and treatments are implemented by the appropriate staff. Records patient information in chart/EHR. Determines patient care needs and directs patients accordingly.
•   Performs other related duties as assigned.

Required Qualifications:

• Req High school or equivalent
• Req Proven record of dealing with the public in a customer service role.
• Req Familiarity with word processing, Microsoft Outlook, GE Centricity Business, Cerner, PBAR, scheduling systems, and navigate the intranet, interpret on-line queries.
• Req Must have excellent communication skills, including the ability to speak, read and write English proficiently

Preferred Qualifications:

• Pref Bachelor's degree
• Pref 2 years Experience in acute care, ambulatory care, or surgical center setting preferred.
• Pref Knowledge of medical terminology preferred.
• Pref Proven knowledge of insurance billing, admitting, or registration experience in a hospital or medical office preferred.

Required Licenses/Certifications:

• 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)

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About University of Southern California (USC)

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.

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