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 within the Ambulatory clinic, ensuring smooth outpatient flow and optimal patient satisfaction and clinic operation. The role coordinates multiple appointments across multiple specialty services and supports daily clinic operations from customer service to appointment scheduling. Responsibilities Demonstrate accuracy and thoroughness when entering information into computer systems. Process new referrals promptly, including obtaining required outside medical records, entering demographic information, providing records to the physician/multidisciplinary team, verifying insurance, and obtaining authorization for visits and procedures. Schedule patient evaluations and clinic appointments in a timely manner, accommodating patient needs and physician requests (e.g., surgery, labs, diagnostic testing, consultations). Fulfill other department scheduling functions per procedures and protocols. Review the master schedule and anticipate requirements and changes based on activity levels to maintain a well‑managed operational flow and positive patient experience. Coordinate and schedule diagnostic testing, including sending letters of medical necessity. Assist with clerical and scheduling needs, filing, and collecting supporting documentation for billing. Provide phone coverage as needed, contact and distribute messages to medical personnel via text, voice, and email systems, read and respond to email throughout the day, and retrieve voicemail messages within 24 hours per protocol. Interact courteously and compassionately with patients and caregivers, acting as a single point of contact for their patient experience and providing guidance on scheduling, paperwork, and follow‑up appointments. Complete a financial risk assessment and offer assistance regarding insurance benefits and alternative funding sources; refer complex cases to financial counselors or the admitting representative when appropriate. Prepare estimates of patient liabilities for patients, physicians, and insurance companies, including copayments, deductibles, coinsurance, deposits, or prior account balances. Facilitate communication between patients/caregivers and the care team, updating all involved personnel on changes and coordinating efforts to resolve issues. Adhere to policies that protect patient confidentiality. Assist Support Coordinator I with complex customer service issues and provide resolution. Cover for other staff members during sick leave, vacation, or leave of absence, demonstrating flexibility and teamwork. Maintain open communication with management and coworkers, demonstrating professionalism. Stay informed about changes within the USC healthcare system. Act as the department’s liaison between the department and other hospital and physician staff. Assist with onboarding and training of new hires and physicians, if required. Support the Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting. Participate in auditing, correction, and resubmitting rejected charges and follow‑up. Perform other duties as assigned. Required Qualifications High school diploma or equivalent. Demonstrated ability in customer service, intake, and scheduling. Proven record of dealing with the public in a customer service role. Familiarity with word processing, Microsoft Outlook, intranet navigation, and online query interpretation; experience with GE Centricity Business, Cerner, PBAR, or similar scheduling systems preferred. Excellent communication skills, including speaking, reading, and writing English proficiently. Highly flexible, enthusiastic, proactive, able to work efficiently under pressure and as part of a team. Knowledge of insurance plans and types of coverage, including government health programs. Experience processing new referrals in a timely manner. Knowledge and ability in patient scheduling. Ability to work independently under supervision, take initiative, handle constant change, and accept responsibility. Works independently and in a team setting. Preferred Qualifications Bachelor’s degree in a related field. 3–5 years experience in administrative or customer service in a medical office, preferably in ambulatory care. Knowledge of medical terminology. Experience with insurance billing, admission, or registration, or experience in a hospital or medical office. Proficiency in Spanish, Mandarin, or Cantonese. Certified Medical Assistant (CMA) or equivalent certification. Relevant billing and coding certification. Required Licenses / Certifications Fire Life Safety Training (Los Angeles City). If no card upon hire, must be obtained within 30 days and renewed before expiration. #J-18808-Ljbffr University of Southern California