Support Coordinator II - Pain Management Clinic - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

Support Coordinator II serves as an intermediate-level support coordinator. As part of the Ambulatory clinic, provides smooth outpatient flow resulting in optimum patient satisfaction and clinic operation. Responsible for coordinating multiple appointments with many multi‑specialty clinical services. Participates in a variety of duties associated with daily clinic preparation, from customer service, heavy phone answering, intake, message distribution, obtaining medical reports/imaging, procedure scheduling, encounter registration, co‑pay collections, and referrals management. Performs other duties as assigned. Essential Duties Clerical Demonstrates accuracy and thoroughness in entering information into computer systems. Processes new referrals in a timely manner, obtaining required outside medical records, entering demographic information, providing records to the physician/multidisciplinary team, verifying insurance and obtaining authorization for visits and procedures. Schedules patient evaluations and clinic appointments in a timely manner, accommodating patient needs; includes surgery scheduling, laboratories, diagnostic testing, and consultations as needed. Fulfills other department scheduling functions per procedures and protocols. Reviews master schedule and anticipates requirements and changes to create well‑managed operational flow and positive patient experience. Coordinates and schedules diagnostic testing for patients, including sending letters of medical necessity. Assists with clerical and scheduling needs, including filing and collecting supporting documentation for billing. Provides phone coverage as needed, contacting and distributing messages to medical personnel via electronic, text, voice, and email systems. Reads and responds to email throughout the day and retrieves voicemail messages within 24 hours. Patient Customer Service Displays courtesy, compassion, kindness, and honesty while interacting with public, patients, and clinic personnel. Greets patients courteously and professionally. Acts as single point of contact for patients and caregivers, taking accountability for their experience. Provides information and guidance regarding scheduling, paperwork, and follow‑up appointments. Completes financial risk assessment and assists patients/families with insurance benefits and alternative funding, referring complex cases to financial counselors as needed. Prepares estimates of patient liabilities to patients, physicians, and insurance companies in accordance with departmental guidelines. Facilitates communication between patients, caregivers, and the care team, communicating changes and case information to all involved personnel. Works with hospital personnel to resolve issues and accommodate patient needs, protecting confidentiality. Assists Support Coordinator I with complex customer service issues and provides resolutions. Teamwork / Collaboration Provides flexibility, covering other staff members for sick time, vacation, or leave of absence. Maintains open communication with management and staff, demonstrating professionalism. Stays abreast of changes within the USC healthcare system. Works collaboratively as the department’s liaison/representation with hospital and physician staff. Other May assist with onboarding and training new hires and physicians. May assist Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting. May work on auditing, correcting, and resubmitting rejected charges and following up. Performs other duties as assigned. Required Qualifications High School diploma or equivalent. Demonstrated ability in customer service, intake, and scheduling. Proven record of handling the public in a customer service role. Familiarity with word processing, Microsoft Outlook, intranet navigation, online query interpretation, and preferably GE Centricity Business, Cerner, PBAR, or scheduling systems. Excellent communication skills, including proficiency in speaking, reading, and writing English. Highly flexible, enthusiastic, proactive, efficient under pressure, and a team player. Knowledge of insurance plans and coverage types, including government health programs. Knowledge and ability to process new referrals promptly. Knowledge and experience in patient scheduling. Capable of working independently under supervision, taking initiative, adapting to constant change, and willing to accept responsibility. Ability to work independently and in a team setting. Preferred Qualifications Bachelor’s Degree in a related field. 3–5 years of experience in administrative or customer service in a medical office, preferably in an ambulatory care environment. Knowledge of medical terminology. Proven knowledge of insurance billing, admitting, or registration in a hospital or medical office. Ability to speak Chinese (Mandarin or Cantonese) or Spanish. Certified Medical Assistant (CMA) or equivalent certificate. Job‑relevant billing and coding certification. Required Licenses / Certifications Fire Life Safety Training (LA City). If no card upon hire, must be obtained within 30 days and renewed before expiration. (Required within LA City only). Compensation Hourly rate: $25.00 – $39.69. Job ID: REQ20176308 Posted Date: 06/10/2026 #J-18808-Ljbffr University of Southern California