Ambulatory Care Administrative Coordinator 2

Job Function Summary:

Under direct supervision of the Otolaryngology - (OHNS) Practice Supervisor, the Ambulatory Administrative Coordinator will work independently and have responsibility for providing administrative support to the Facial Plastic OHNS practice. The the Ambulatory Administrative Coordinator functions as primary contact for tertiary new and returning patients requiring ambulatory care at UCSF Health Facial Plastics. S/he will work closely with the administrative and management teams to support practice operations, complex surgery scheduling, billing and work queue knowledge and advanced care coordination with multiple departments at UCSF. The Ambulatory Administrative Coordinator serves as a liaison to management to advise on, take lead action on, and provide direction on process improvements initiatives. S/he provides support to all functions of the administrative teams including oversight of: registering and scheduling patients, checking in and out patients, referral work queue management, authorizations, insurance verification, surgery depot management, OR block time utilization, APeX in baskets, scanning and filing. As an Ambulatory Administrative Coordinator, s/he is responsible for addressing and resolving escalated issues of day to day operations in addition to maintaining daily administrative operations and communications relations to the clinic staff, to social workers, physicians and multiple department staff when coordinating advanced care. As a subject-matter expert in patient scheduling and the electronic medical record, the Ambulatory Administrative Coordinator will assist in template building, adjustments, scheduling improvements, and work with support staff and the clinical team to ensure seamless day-to-day clinic operations. The Ambulatory Administrative Coordinator will participate in performance improvement initiative such as the True North Board, in pulling data for the clinic and in feedback related to staff performance. The Ambulatory Administrative Coordinator will participate in UCSF's Ambulatory-wide initiatives to represent the department and may also present at monthly staff meetings and division meetings with any updates.

S/he works as a team member with other practice staff and consistently projects a professional and courteous demeanor. S/he 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. In addition to providing the day-to-day practice support, the Ambulatory Administrative Coordinator will assist in staff orientation and ongoing training; redistributes work within the OHNS Facial Plastics team as needed; covers for OHNS staff when they are out; helps to supervise and cover other areas of the practice when the Director or supervisor are off-site.

S/he must have the ability to perform and prioritize multiple tasks and work well with staff, patients and providers. A high degree of independence, initiative, assertiveness, and diplomacy are necessary in dealing with faculty, staff and patients in a complex environment. This position functions in the outpatient clinical settings at all UCSF Health sites (Parnassus, Mt. Zion, joint UCSF health partnerships, Satellite Clinics, or with UCSF Faculty at other off-site clinic sites, et al).

Department Overview

Otolaryngology/Head and Neck Surgery service offers a broad scope of outpatient and inpatient services for the diagnosis and surgical management of ear, nose and throat problems; head and neck surgery; and plastic and reconstructive surgery of the face.

Specialty programs include Otology and Neurotology, Head and Neck Surgery, Rhinology and Endoscopic Sinus Surgery, Endocrine (Thyroid and Parathyroid) Surgery, Skull Base Surgery, Facial Plastic surgery,

• Creates referrals and schedules from referrals whenever required in APeX

• Demonstrates an ability to adjust priorities as required for smooth operation of the practice and notifies the clinical staff

• Provides administrative support to providers in coordination of tertiary patient care and complex surgery coordination

• Schedules needed procedures and tests providing appropriate instructions to patients

• Collaborates with clinical staff in problem-solving patient needs and requests for same day appointments and

other appointments requiring care coordination. Works together with the clinical staff in the processing and follow-through of urgent patient needs

• Demonstrates courtesy and overt helpfulness in all interactions. Collaborates with Practice Supervisor, Practice Manager, and Administrative Director in the resolution of patient complaints.

45 ^YES Complex Surgical Coordination [Meetings with Liaison Depts, OR, Billing] and Scheduling: Complex facial reconstructive surgical procedures with liaison departments, Gender reassignment facial surgeries with multiple requirements including social and mental health mandates, complex rhinoplasties with both insurance and self-pay components and collections, etc.

• Pre- and post-operatively coordinates communication between healthcare providers and departments related to medication risks, current medical conditions, special language, cultural, and religious needs of the patients

• Updates and monitors OR block time to ensure providers are able to utilize their OR time within block time efficiently and coordinates with other surgery schedulers to secure OR time outside of designated block time in the operating rooms

• Consistently releases OR block time according to departmental standards

• Coordinates pre-operative anesthesia appointments with other testing, authorization coding and scheduling the surgery in Op-time, working on the insurance authorization for the surgery and any post-surgical needs.

• Updates and coordinates with surgeons to ensure compliance with established billing requirements and ensuring all applicable codes are entered and used in ambulatory Epic Care and Op-Time

• Successfully interacts with patients to ensure that the patient is aware of a payment plan for surgery. This includes quoting prices and coordinating payment, collections, f/u with billing team and ensuring all mandatory forms are explained and signed.

• Oversees and coordinates follow-up care and services for all patients after a physician consultation, after office visits and in-between visits. Ensures that a global period is in place and promotes understanding of patients for the differences between the follow-up care for presurgical, surgical and post-surgical patients. Ongoing care coordination includes, but is not limited to the following:

• Follow-up appointments with providers in the practice, in other UCSF practices and community providers, coordinating the entire care of the patient. Promotes department specific procedures to ensure needed

• Post-surgical appointments and testing, identification of patients who need to return to surgery at planned intervals or those patients who return to surgery urgently or emergently.

• Point of contact for coordination of Head and Neck Surgery and Facial Plastic Surgery joint case coordination. Identifying which dates are available for coordinated free flap surgeries.

• Addresses patient grievances at point of service. Identifies appropriate resource as needed. Investigates patient complaints and grievances about barriers (or perceived barriers) for patient satisfaction.

40 YES Leadership

• Leads the Practice Coordinator team and takes into consideration the various needs of the team members and physicians to facilitate change. Leads by example and inspires and encourages team members to function at their highest level and produce quality work.

• Rounds regularly with the Practice Coordinator team and Leadership team using Caring Behaviors to understand the needs of the team and works to ensure that deficits are identifies and corrected

• Has a strong working knowledge of all divisions of Otolaryngology, Head and Neck Surgery, and can fill in to assist/trouble-shoot as needed across multiple facilities

• Communicates directly with patients either by telephone, electronically or face to face while consistently following Everyday PRIDE principles in verbal and written communications

• Responds promptly and courteously to internal and external inquiries. Manages appropriate APeX Pools and In Baskets

• Helps supervise and cover when Leadership team is out

Knowledge Skills and Abilities (KSAs)

Please list:

Education, Licenses and Certifications:

List Education, Licenses and Certifications a candidate must possess or meet to be considered for the position. You may also select any of these attributes as being preferred. These will be included in the job posting/advertisement and will be used to screen applicants.

Knowledge Skills and Abilities (KSAs)

Please list:

Education, Licenses and Certifications:

List Education, Licenses and Certifications a candidate must possess or meet to be considered for the position. You may also select any of these attributes as being preferred. These will be included in the job posting/advertisement and will be used to screen applicants.