Support Coordinator I serve as an entry level coordinator. The position provides strong customer service and performs administrative support for patients resulting in optimum patient satisfaction and clinic operation. Excellent interpersonal and communication skills to coordinate multiple appointments with many multi-specialty clinical services. Participate in a variety of duties associated with daily clinic preparation process, from customer service, message distribution, heavy phone answering, clinic/procedure scheduling, encounter registration, and referrals management. Performs other duties as assigned.
Essential Duties
- Clerical: • Demonstrates accuracy and thoroughness in entering information into computer systems. • Provides medical records to physician / multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures. • Schedules patients’ evaluations, clinic appointments and at the request of the physician. This includes but not limited to laboratories, diagnostic testing and consultations as needed. • Fulfills other department scheduling functions per department procedures and protocols. • Reviews master schedule and anticipates requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience including but not limited to sending letters of medical necessity. • Assists 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 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. • Gathers all documentation pertaining to patient's insurance benefits and alternative funding sources as needed. • Assist in preparation of estimate of patient liabilities to patients, physicians 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. • Coordinates and gathers patient information/ needs for the physicians, nurses, lab, etc. • Communicates between patient and caregivers on missing documentation needed by the clinical or administrative staff., 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: • Maintains an open line of communication with management and other staff and demonstrates a professional demeanor at all times. • Keeps abreast of changes within the USC healthcare system. • Work collaboratively as department’s liaison/representation between the department and other hospital and physicians’ staff.
- Other: • Support Clinic Manager with quality assurance, patient flow, data collection, and projects, as needed. • Participate in audit and correction when needed • Participate in department specific project, audit, quality/process improvement efforts.
- Performs other duties as assigned.
Required Qualifications:
- Req High School or equivalent
- Req Demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence.
- Req Excellent phone and interpersonal skills.
- Req Excellent verbal and written communication skills.
- Req Detail-oriented and able to manage multiple tasks simultaneously.
- Req Possesses ability to work independently and in a team setting.
- Req Proficient skills and knowledge in computer, Microsoft Office and applicable software used in the department.
- Req Takes initiative, deals effectively with constant change, and willingly accepts responsibility.
Preferred Qualifications:
- Pref Bachelor’s Degree In a related field
- Pref 1 year Administrative or customer service experience in a medical office preferably in an ambulatory care environment.
- Pref Knowledge of medical terminology preferred.
Required Licenses/Certifications
- 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 - $35.55. 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 candidate’s 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 an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying.
We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law.
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