Patient Access Center (PAC) Coordinator (Per Diem)
University of California, Riverside, CA, United States
Patient Access Center (PAC) Coordinator (Per Diem)
The Patient Access Center (PAC) is hiring per diem staff to assist in coverage for all teams: call center representative, referral and authorization coordinator, patient services coordinator (visit prep) and clinic front desk. This position may be assigned to work remotely and at various UCR Health clinic locations. This position may be required to work different shifts, including evenings, weekends, and holidays.
The expected pay scale for this position is $30.13 per hour. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs. Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff.
As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.
Educational Requirements
Medical Assistant Diploma. - Preferred
Associate's degree in business or related field. - Preferred
Experience Requirements
Experience with / knowledge of healthcare insurance systems, which may include Medi-Cal, MediCare, HMO, PPO, fee for service, county funded coverage, and workers' compensation, sufficient to properly obtain and track authorizations, make patient appointments, make referrals for consultations, diagnostic and ancillary services, coordinate hospital services, complete and submit billing documentation, and explain provisions and requirements to patients. - Required
A minimum of five years of experience working in a combination of front desk check in, patient registration, benefit eligibility, insurance verification, and call center settings. - Required
Previous electronic medical records (EMR) experience, preferably with EPIC. - Preferred
Minimum Requirements
Must demonstrate customer service skills appropriate to the job. Ability to recognize and handle customer complaints. Ability to accurately handle a high volume of work in a fast-paced environment with compassion, patience and positive attitude.
Knowledge of pertinent laws, regulations, and guidelines governing medical records, confidentiality, privacy and provisions to others, including HIPAA.
Knowledge of ICD-9/ICD-10, CPT, and HCPCS coding sufficient to identify services performed; including diagnoses, procedures, and supplies.
Excellent customer service and strong interpersonal skills.
Must possess the ability to multi-task between identifying areas for improving patient relations, ensuring that quality standards are met while providing extensive personalized customer service, and executing patient and operational activities.
Knowledge of practices and protocols related to medical office procedures (i.e., medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)
Strong oral and written communication skills to effectively communicate with patients of varying ages, diagnosis, and multicultural backgrounds.
Must possess the skill, knowledge, and ability essential to the successful performance of assigned duties.
Must demonstrate customer / patient service skills appropriate to the job.
Ability to maintain a work pace appropriate to the workload and ability to work well in a constantly changing environment.
Preferred Qualifications
Bilingual skills in English and Spanish.
In the heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.
UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.
UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings.
UC Riverside is the top university in the United States for social mobility. - U.S. News 2020
UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color.
Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019
Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens the nation. - Center for World University Rankings
UCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine.
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories under state or federal law. It is the policy of the University of California to undertake affirmative action and anti-discrimination efforts, consistent with its obligations as a Federal and State contractor.
For information about our generous employee benefits package, visit: Employee Benefits Overview
General Information
Job Title BLANK AST 2 Job Code 004723 Grade Department Head Timothy Collins Supervisor Alicia Contreras
Department Custom Scope
The Patient Access Center (PAC) is hiring per diem staff to assist in coverage for all teams: call center representative, referral and authorization coordinator, patient services coordinator (visit prep) and clinic front desk. Please see key responsibilities for full role duties for each post. This position may be assigned to work remotely and at various UCR Health clinic locations. This position may be required to work different shifts, including evenings, weekends, and holidays.
Key Responsibilities
Referrals and Authorization Coordinator role: Request authorizations from the payer via their designated process, which may include phone, fax, and/or web portals for office visits, procedures and medications, scheduling appointments within and outside of UCR Health. Verify eligibility and insurance benefits for requested procedures and medications (including prior authorizations for medications), confirming and obtaining appropriate authorization for office visits and procedures, informing patients of their financial responsibility before their appointment, and sending out confirmation letters with appropriate preparation instructions. Process referrals for Medi-Cal, Medicare, Managed Care, County, private insurers, and self-pay. Task patient referrals at time of patient discharge via the electronic medical record (EMR) system. Request authorization/referral authorizations from insurance plans including Medi-Cal Manage Care. Adhering to the established criteria and timeframes for processing urgent authorization or referral requests. Coordinate referrals from physicians & health care facilities for patients; provide a significant level of patient education related to facilitating the administrative tasks for their illness and planned treatment; and provide a high level of analytical services over the telephone. These services include, but are not limited to: patient to physician communication, physician-to-physician communication, serve as a resource and contact for information and services, referral source to UCR Health and utilization of our EMR system to communicate patient care appointments effectively and efficiently. Obtain patients' labs and other tests results as needed for referral process. Request authorization/referral authorizations from insurance plans including Medi-Cal Manage Care. Once referral is approved, notify patient of approval/denial, and instruct patient on next steps for appointment scheduling. - 30%
Call Center: Schedule new patient and follow up appointments and in office procedures. Schedule appointments for patients, based on provider availability. Reschedules patient appointments at the request of the patient and/or provider, works the reschedule queue/reschedules no show patients. Daily appointment reminder calls and calls to patients that have not shown their appointments. Perform all preregistration duties for new patients prior to making an appointment, including entering all demographics, verify and enter insurance information and inform patients of any charges or fees due and based on the type of insurance. Provide clear and courteous instructions to the caller on where the appointment was scheduled and what documents to bring to the appointment. Verify insurance coverage and eligibility and obtain insurance authorization for appointment and care plan. Reviews and maintains patient accounts, secures financial arrangements on self-pay balances prior to and during patient appointments, verifies and pre-registers patients. Greet incoming callers in a friendly and courteous manner, interact politely and helpful when assisting and providing required information to callers. Answers a high volume of clinic multi-line line and assist callers, takes messages for clinic/complaints. Send and route in-basket messages in a timely fashion. Assist
The Patient Access Center (PAC) is hiring per diem staff to assist in coverage for all teams: call center representative, referral and authorization coordinator, patient services coordinator (visit prep) and clinic front desk. This position may be assigned to work remotely and at various UCR Health clinic locations. This position may be required to work different shifts, including evenings, weekends, and holidays.
The expected pay scale for this position is $30.13 per hour. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs. Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff.
As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.
Educational Requirements
Medical Assistant Diploma. - Preferred
Associate's degree in business or related field. - Preferred
Experience Requirements
Experience with / knowledge of healthcare insurance systems, which may include Medi-Cal, MediCare, HMO, PPO, fee for service, county funded coverage, and workers' compensation, sufficient to properly obtain and track authorizations, make patient appointments, make referrals for consultations, diagnostic and ancillary services, coordinate hospital services, complete and submit billing documentation, and explain provisions and requirements to patients. - Required
A minimum of five years of experience working in a combination of front desk check in, patient registration, benefit eligibility, insurance verification, and call center settings. - Required
Previous electronic medical records (EMR) experience, preferably with EPIC. - Preferred
Minimum Requirements
Must demonstrate customer service skills appropriate to the job. Ability to recognize and handle customer complaints. Ability to accurately handle a high volume of work in a fast-paced environment with compassion, patience and positive attitude.
Knowledge of pertinent laws, regulations, and guidelines governing medical records, confidentiality, privacy and provisions to others, including HIPAA.
Knowledge of ICD-9/ICD-10, CPT, and HCPCS coding sufficient to identify services performed; including diagnoses, procedures, and supplies.
Excellent customer service and strong interpersonal skills.
Must possess the ability to multi-task between identifying areas for improving patient relations, ensuring that quality standards are met while providing extensive personalized customer service, and executing patient and operational activities.
Knowledge of practices and protocols related to medical office procedures (i.e., medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)
Strong oral and written communication skills to effectively communicate with patients of varying ages, diagnosis, and multicultural backgrounds.
Must possess the skill, knowledge, and ability essential to the successful performance of assigned duties.
Must demonstrate customer / patient service skills appropriate to the job.
Ability to maintain a work pace appropriate to the workload and ability to work well in a constantly changing environment.
Preferred Qualifications
Bilingual skills in English and Spanish.
In the heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.
UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.
UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings.
UC Riverside is the top university in the United States for social mobility. - U.S. News 2020
UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color.
Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019
Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens the nation. - Center for World University Rankings
UCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine.
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories under state or federal law. It is the policy of the University of California to undertake affirmative action and anti-discrimination efforts, consistent with its obligations as a Federal and State contractor.
For information about our generous employee benefits package, visit: Employee Benefits Overview
General Information
Job Title BLANK AST 2 Job Code 004723 Grade Department Head Timothy Collins Supervisor Alicia Contreras
Department Custom Scope
The Patient Access Center (PAC) is hiring per diem staff to assist in coverage for all teams: call center representative, referral and authorization coordinator, patient services coordinator (visit prep) and clinic front desk. Please see key responsibilities for full role duties for each post. This position may be assigned to work remotely and at various UCR Health clinic locations. This position may be required to work different shifts, including evenings, weekends, and holidays.
Key Responsibilities
Referrals and Authorization Coordinator role: Request authorizations from the payer via their designated process, which may include phone, fax, and/or web portals for office visits, procedures and medications, scheduling appointments within and outside of UCR Health. Verify eligibility and insurance benefits for requested procedures and medications (including prior authorizations for medications), confirming and obtaining appropriate authorization for office visits and procedures, informing patients of their financial responsibility before their appointment, and sending out confirmation letters with appropriate preparation instructions. Process referrals for Medi-Cal, Medicare, Managed Care, County, private insurers, and self-pay. Task patient referrals at time of patient discharge via the electronic medical record (EMR) system. Request authorization/referral authorizations from insurance plans including Medi-Cal Manage Care. Adhering to the established criteria and timeframes for processing urgent authorization or referral requests. Coordinate referrals from physicians & health care facilities for patients; provide a significant level of patient education related to facilitating the administrative tasks for their illness and planned treatment; and provide a high level of analytical services over the telephone. These services include, but are not limited to: patient to physician communication, physician-to-physician communication, serve as a resource and contact for information and services, referral source to UCR Health and utilization of our EMR system to communicate patient care appointments effectively and efficiently. Obtain patients' labs and other tests results as needed for referral process. Request authorization/referral authorizations from insurance plans including Medi-Cal Manage Care. Once referral is approved, notify patient of approval/denial, and instruct patient on next steps for appointment scheduling. - 30%
Call Center: Schedule new patient and follow up appointments and in office procedures. Schedule appointments for patients, based on provider availability. Reschedules patient appointments at the request of the patient and/or provider, works the reschedule queue/reschedules no show patients. Daily appointment reminder calls and calls to patients that have not shown their appointments. Perform all preregistration duties for new patients prior to making an appointment, including entering all demographics, verify and enter insurance information and inform patients of any charges or fees due and based on the type of insurance. Provide clear and courteous instructions to the caller on where the appointment was scheduled and what documents to bring to the appointment. Verify insurance coverage and eligibility and obtain insurance authorization for appointment and care plan. Reviews and maintains patient accounts, secures financial arrangements on self-pay balances prior to and during patient appointments, verifies and pre-registers patients. Greet incoming callers in a friendly and courteous manner, interact politely and helpful when assisting and providing required information to callers. Answers a high volume of clinic multi-line line and assist callers, takes messages for clinic/complaints. Send and route in-basket messages in a timely fashion. Assist