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Patient Registration & Scheduling

• Maintain patient care schedules for all practitioners. 
• Screen referrals for appropriateness, including service availability and insurance coverage requirements. 
• Initiate authorization processes for therapy services prior to scheduling, when required. 
• Accurately pre-register patients before their first appointment. 
• Schedule new and returning patient appointments efficiently. 
• Manage patient arrivals, cancellations, and rescheduling in a timely manner. 

Billing & Insurance Coordination

• Maintain accurate payer and insurance coverage information. 
• Develop and maintain knowledge of primary payers and referring provider groups. 
• Identify payer-related issues that may impact scheduling or follow-up care. 
• Obtain and document prior authorizations as needed prior to finalizing appointments. 
• Enter authorizations into patient records to align with therapy visits. 
• Support timely and accurate on-site billing functions. 
• Collect co-payments and other patient payments, maintaining accurate records of transactions. 
• Collect fees for supplies as directed by therapists. 

Communication & Information Coordination

• Serve as the primary point of contact for patients, the public, and the UCSF community. 
• Greet and assist individuals in person and via phone in a professional manner. 
• Provide accurate information regarding appointments, directions, and instructions.  
• Route calls and messages appropriately and in a timely manner. 
• Communicate patient concerns, comments, or complaints to appropriate staff or management. 
• Utilize communication tools (phone, email, fax, EMR systems) effectively to support operations. 
• Coordinate communication with patients, referring providers, and payers. 
• Initiate and maintain accurate patient records, including required documentation (referrals, intake forms, insurance information, etc.). 

Departmental & Medical Center Processes

• Identify and recommend process improvements to enhance patient flow and satisfaction. 
• Communicate policies and procedures related to patient access to patients and referring providers. 
• Collaborate with administrative staff across inpatient and outpatient rehab services. 
• Provide cross-coverage support for front office and billing functions as needed. 
• Address and help resolve operational issues and complaints. 
• Monitor inventory and order office supplies and forms as necessary. 

Compliance & Professional Standards

• Demonstrate alignment with UCSF Medical Center’s mission, vision, and values. 
• Adhere to all departmental and Medical Center policies, including: 
  • Patient privacy and confidentiality (HIPAA) 
  • Infection control and safety standards 
  • Professional conduct, attendance, and dress code 
• Maintain compliance with regulatory standards (e.g., JCAHO, Title 22). 
• Foster a respectful and inclusive environment for patients, colleagues, and the community. 

Other Duties

Perform additional tasks and responsibilities as assigned by Outpatient Rehab Services leadership.

Required:

• Graduation from high school and two to three years of related clerical experience; or an equivalent combination of education and experience.
• Excellent written and verbal communication and interpersonal skills.
• Demonstrated ability to exercise good judgment in handling sensitive and confidential issues with discretion.
• Demonstrated organizational skills and ability to work independently.
• Skilled in Microsoft Word and Excel 
   

Preferred:

• Familiarity with Epic and scheduling systems
• Knowledge of business of PT/OT/Speech
• Competent in working with Excel and Word programs.
• Knowledge of medical terminology is strongly preferred