Referral Liaison

The anticipated duration of this assignment is approximately six months. Includes optional medical benefits, holiday pay and sick leave accrual. Training and Development available! Great way to start your career at UCSF!

Key Responsibilities Include:

New Patient Scheduling and Processing

• Reviews referral work queues daily, documenting activities within the referral record.
• Serves as the primary contact for referring physicians and new patients.
• Manages electronic logs for external referrals, ensuring accurate tracking and documentation.
• Assigns new patients to providers based on scheduling needs.
• Schedules and registers patients, ensuring all necessary intake paperwork is completed.
• Verifies insurance and referral/authorization information for appointments.
• Coordinates pre-appointment tests or appointments.
• Explains first appointment procedures to patients and manages patient expectations.
• Creates a positive first impression for patients and referring physicians.

Advanced New Patient Scheduling and Coordination

• Secures and reviews outside medical records, CDs of scans, and pathology slides.
• Prioritizes new patient scheduling based on diagnosis and treatment status.
• Informs patients about treatment options, clinical trials, and coordinates with appropriate research personnel.
• Coordinates consultations with other clinical disciplines as needed.
• Explains care coordination at new patient visits, including clinical trials, testing, and other procedures.

Surgery Scheduling

• Coordinates scheduling of all outpatient and inpatient surgeries.
• Ensures surgical procedures are scheduled within appropriate time frames.
• Communicates with patients, physicians, and hospital staff about surgical services.
• Manages complex scheduling coordination, including OR time and surgical equipment utilization.

Advanced Surgery Scheduling

• Coordinates pre-operative anesthesia appointments and other necessary testing.
• Manages complex admission, discharge, and planning coordination for surgical procedures.
• Confirms and updates surgical authorizations with insurance companies as needed.
• Ensures compliance with Medical Center bylaws and regulations.
• Secures surgical consent for cosmetic services and manages pricing and payment structures.
• Arranges post-surgical appointments and testing.

Revenue Cycle

• Performs cash collection and depositing functions.
• Communicates Medical Center administrative and financial policies to patients.
• Obtains and documents insurance authorizations for visits, referrals, and procedures.
• Demonstrates competency with CPT codes and ICD-9/ICD-10 for scheduling and securing authorizations.

Moderate Complex Revenue Cycle

• Monitors provider open charts and encounters to support revenue cycle workflow.
• Works on securing information for accurate billing submissions and responding to denials.
• Secures authorizations for procedures, specialty visits, and ancillary testing.
• Assists with complex DME authorizations and medication authorizations.

Advanced Revenue Cycle

• Secures complex insurance authorizations and tracks them for renewal.
• Demonstrates competency with HCPC codes for authorization requests.
• Identifies and interprets patient insurance benefit packages.
• Reviews and analyzes monthly denial reports and implements improved workflows to minimize denials.
• Oversees and coaches staff on complex authorization requests.

Check-in / Front Desk

• Greets and welcomes patients, determining co-pay obligations and collecting payments.
• Prioritizes timely registration and maintains practice flow.
• Communicates with patients professionally and monitors the reception area.
• Observes the waiting area and intervenes when necessary to improve service.

Advanced Check-in / Front Desk

• Manages front desk responsibilities, including registration, referral processing, and scheduling.
• Develops and analyzes productivity reports to improve co-pay collection rates.
• Represents the clerical team and supports practice operations and customer service efforts.

Cadence Template Builder

• Creates Cadence schedule templates for providers.
• Ensures templates are user-friendly and promote consistent clinic access.
• Generates reschedule reports and ensures timely patient rescheduling.

Administrative and Patient Care Coordination Responsibilities

• Schedules established patient appointments using Apex.
• Coordinates appointments with multiple providers and discusses practice policies with patients.
• Acts as a resource for provider schedules and provides administrative support to providers.
• Triage calls, schedules procedures and tests, and collaborates with clinical staff to address urgent patient needs.

Moderate Complex Administrative and Patient Care Coordination Responsibilities

• Understands clinical symptoms and escalation levels, providing appropriate support for patient needs.
• Demonstrates advanced customer service skills, particularly with medication-dependent patients.

Advanced Administrative and Patient Care Coordination Responsibilities

• Acts as a liaison with Concierge Services and coordinates complex patient care activities.
• Tracks patients with parallel medical care pathways and schedules necessary appointments.
• Books Radiology appointments accurately and identifies referral problems for management review.

APeX and IT Specific Skills

• Performs APEX-specific Patient Care Coordinator functions, including entering referrals and managing CRM messages.
• Works applicable APeX workqueues and encourages the use of check-in kiosks.

Moderate Complex APeX and IT Specific Skills

• Pends orders and Smart Sets, modifies lab order classes, and supports Patient-Centered Medical Home guidelines.

Phone Bank

• Responds to patient calls, schedules appointments, and documents call information accurately.
• Utilizes Phone Bank protocols and escalates urgent or emergent calls to clinicians.

General Performance

• Prepares and files patient charts, maintains confidentiality, and participates in team-building activities.
• Attends training and actively contributes to performance improvement projects.
• Complies with infection control, safety, and administrative procedures.

Advanced General Performance

• Facilitates float coverage and contributes to the Patient-Centered Medical Home application workgroup.

Customer Service Outreach

• Interacts directly with patients, responding to inquiries and complaints promptly and courteously.
• Supports performance improvement initiatives and communicates provider delays to patients.

Lead Role Duties

• Resolves day-to-day operational issues, advises management on process improvements, and provides staff support.
• Acts as a primary resource for designated functions and provides feedback on staff performance.
• Supports staff orientation, training, and problem-solving within practice operations.

The final salary and offer components are subject to additional approvals based on UC policy.

To see the salary range for this position (we recommend that you make a note of the job code and use that to look up): TCS Non-Academic Titles Search (https://tcs.ucop.edu/non-academic-titles)

Please note: An offer will take into consideration the experience of the final candidate AND the current salary level of individuals working at UCSF in a similar role. For roles covered by a bargaining unit agreement, there will be specific rules about where a new hire would be placed on the range. To learn more about the benefits of working at UCSF, including total compensation, please visit:

https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html