PC2 (San Mateo, CA)

%

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

60%

Administrative and Patient Care Coordination Responsibilities and Check in/Front Desk

• Greets and welcomes patients.

• Observes the waiting area and performs customer service intervention when patients have been waiting a long time or are not receiving adequate service.
• Responds to telephone calls and emails from patients seeking care at UCSF Dental Center.
• Registers patients by telephone or in person before first appointment; completes appropriate practice intake paperwork and follows established practice guidelines to ensure new patients are seen within prescribed timelines.
• Schedules established patient appointments using Apex/Axium and its related components. Communicates any problems with the schedule with supervisor.
• Coordinates appointments with multiple providers as required. Follow-up on cancelled and no show appointments, in coordination with provider.
• Discusses practice policies and procedures with patients and referring physicians.
• Answers questions about provider schedules and acts as a resource to other medical center practices and ancillary service administrative staff.
• Has a keen awareness of the need to provide prompt and convenient appointment access to patients.
• Adheres to the provider productivity standards as established in APEX templates for the practice and schedules appointments with the appropriate appointment type.
• Responds to telephone calls from patients seeking care at UCSF Dental Center, clinics and triages all telephone calls, screening for emergencies and routing all messages, requests for same day appointments, refill requests, etc. to the appropriate box.
• Collects and verifies insurance and referral/authorization information for each appointment, if applicable, ensuring referral records are created and assigned to the appointment.
• Submits and follows up on insurance pre-authorizations and communicate outcome (approval / denial) with providers.
• Schedules and coordinates any pre-appointment tests or appointments.
• Understands and is able to prioritize new patient scheduling based on diagnosis.
• Understands how template construction effects access and works to ensure templates is user friendly and help promote consistent clinic access.
• Able to generate reschedule reports in Cadence and work with other members of administrative team to ensure patients are rescheduled in a timely manner to avoid customer service problems.
• Demonstrates courtesy and overt helpfulness in all interactions. Collaborates with Practice Supervisor and Administrative Manager in the resolution of patient complaints.

• Determines a patient's copay obligation for scheduled treatment. Attempts to collect patient outstanding balance for the Dental Center at the time of the visit.

• Understands and follows the University Cash Handling Guidelines; including preparing daily deposits and ensuring funds are balanced and reconciled at the end of each day. Coordinates closely with the billing team as needed on deposits and insurance related questions as needed for patients.

10%

Patient Information Coordination

• Manages patient expectations by providing practice-specific guidelines related to service/visit. Seeks clinical input when appropriate.
• Obtains appropriate Consents and signed documents at first visit and as required.
• Coordinates treatment plans with providers and patients in orthodontics. Assists in coordinating treatment and appointments with other clinics in the Dental Center and UCSF Health.
• Reconciles missing charge report (MCR) for all arrived services according to established procedure. This include a review of the practice arrival list to ensure that documentation and charges are triggered for all billable patient care services.
• Primary liaison to monitor and resolve any inquiries routing to the "Request For Information" (RFI) work queue related to patient complaints, authorization denials, appeal letters for medical necessity, etc to ensure timely claim submission and minimize aging accounts receivable for the practice, in partnership with PBS.
• Creates a professional and positive first impression for patients and referring physicians. Demonstrates good judgment and common sense.

• Maintains and adheres to patient confidentiality and HIPAA guidelines including the distribution of NOPPs (Notice of Privacy Practices) and PAFR (Patient Financial Agreement)

20

Communication & Safety

• Triages phone calls, screening for emergencies and routing all referral request messages.
• Triages questions pertaining to insurance and billing to the Patient Billing Unit and acts as a resource to other medical center practices and ancillary service administrative staff.
• Educates patient of personal financial responsibility and expectations of patient at the time of service.
• Provides patient consultations and communicates information about recommended treatment(s) and appliance options. Treatment Planning includes the creation of financial arrangements, pre-authorization determination of benefits and payment plan agreements. The interpretation of treatment plans, verification of insurance coverage and options available to the patients are the responsibility of the incumbents.
• Discusses cost of service, insurance or DentiCal coverage, out-of-pocket costs and payment options with patients, cost breakdowns, prepares and obtains a signed contract and enter appropriate financial data in the EHR. Ensures patients understand their financial liability prior to treatment.
• Communicates UCSF Dental Center administrative and financial policies clearly to patients, answering patient account questions and knowing when to refer patients to financial counseling, billing agents, patient relations or other support departments for additional help.
• Assist patients attempting to apply for Financial Need and/or escalates complex questions to the supervisor for further follow up.
• Nurture the patient relationship to encourage patient retention and contribute to the development of a patient-focused environment.

10%

General Performance

• Upholds UCSF's policy regarding the maintenance and confidentiality of medical records and other patient information.
• Demonstrates courtesy, cheerfulness and overt helpfulness in all interactions.
• Participates in team building by actively contributing during meetings and with staff and providers in discussion of all practice activities.
• Attends training classes provided by UCSF and others as necessary. Bring information back to practice and use on the job.
• Works with supervisor and co-workers to ensure that the practice responds comprehensively, and proactively where possible, to patient care needs through improved procedures and administrative systems. Is an active participant in performance improvement projects and customer service initiatives.
• Complies with all School of Dentistry/Dental Center procedures for infection control, safety, administrative and clinical practice.
• As assigned, fills in for other co-workers to help address workload problems and cover vacation or sick leave openings.
• Demonstrates an ability to adjust priorities as required for smooth operation of the practice.
• Upholds waiting room standards, including masks, reading material as well as education materials in all waiting areas.
• Complies with recommendations made by ergonomic specialists to avoid workplace injury.

100%