Under direct supervision and guided by UCSF Dental Center procedures, the Practice Coordinator II (Practice CRD 2) serves as the primary liaison between patients and the Oral & Maxillofacial Surgery clinics. The incumbent manages front‑desk operations, treatment‑plan coordination, billing and collections, and supports multiple clinic locations - including evenings and weekends - while upholding UCSF’s standards for professionalism, customer service, and patient confidentiality.
- Greet and register patients, manage waiting‑room flow, and provide timely customer‑service interventions.
- Schedule and coordinate appointments across providers using Apex/Axium, ensuring adherence to productivity templates and patient access goals.
- Verify insurance, obtain referrals/authorizations, submit pre‑authorizations, and communicate outcomes to providers and patients.
- Coordinate treatment plans with providers, schedule pre‑appointment tests, and generate reschedule reports to maintain clinic efficiency.
- Determine patient copay obligations, collect payments, and follow University cash‑handling guidelines for daily deposits.
- Serve as primary liaison for patient inquiries, complaints, and RFI work‑queue items, collaborating with Patient Billing Services to resolve issues.
- Educate patients on financial responsibilities, insurance coverage, and payment options; facilitate financial counseling referrals as needed.
- Maintain HIPAA compliance, distribute privacy notices, and ensure accurate documentation of consents and signed agreements.
- Support other Dental Center clinics as needed and participate in LEAN huddles, performance‑improvement projects, and training sessions.
- Uphold UCSF Dental Center’s Everyday PRIDE standards, providing courteous, culturally‑sensitive service and contributing to a positive team environment.
- High school diploma/GED with 4 years related experience, or college degree with 6 months related experience (appointment scheduling).
- Strong computer skills; proficient with Apex/Axium, Microsoft Word/Excel, and basic keyboarding.
- Excellent verbal and written communication; proven customer‑service abilities over phone and in person.
- Ability to multitask, prioritize, and work independently under deadline pressure.
- Basic math and cash‑handling competence; familiarity with University cash‑handling guidelines.
- Demonstrated ability to interact sensitively with ill or anxious patients and diverse populations.
- Experience in healthcare scheduling, insurance verification, or patient financial services preferred.
- Prior exposure to EPIC or similar EHR systems is a plus.
- Bilingual/multilingual capability (e.g., Spanish, Cantonese, Russian) strongly preferred.
- Commitment to confidentiality, HIPAA compliance, and UCSF safety/infection‑control policies.