About the position The Healthcare Operations Coordinator coordinates clinical and administrative duties to ensure efficient business operations of the practice on a day-to-day basis by performing a variety of tasks. The coordinator is responsible for providing efficient, effective, quality customer service through a variety of duties including, but not limited to answering patient calls, managing in-baskets through EMR, procedures/surgery, The coordinator collaborates with the Clinical Director to plan, organize, communicate, coordinate, and administer to patients, surgeons and colleagues. The coordinator contributes to the growth of the medical practice by promoting an excellent, positive, professional image and actively participates as a member of the team and carries out all responsibilities in accordance with the policies and procedures of the practice and the University of Colorado School of Medicine (CUSOM). Responsibilities • Serve as a liaison between patients, team members and physicians for all surgical/clinic related issues within scope of their position. • Manage patient communication in a timely, professional manner: in-person, EMR in-baskets, email, fax, telephone, etc. • Obtain insurance authorization from insurance/payers for all types of procedures and surgeries. • At the direction of the provider, provide pre-op instructions. • Schedule clinic appointments and surgical procedures across multiple Urology Departments. • Obtain and upload all necessary documents and lab results prior to appointments and surgery. • Confirm upcoming surgery dates and patient appointments. • Provide cross-coverage as required for other office coordinator roles. • Customer Service - interacts positively with all internal and external patients and takes immediate action to meet patient needs. • Collaborates with multidisciplinary teams, the patient, and families to promote efficient and appropriate customer service. • Serves as a mentor and preceptor for new staff and as a constant resource to all faculty and staff. • Coordinate and obtain referrals for visits. • Participates in expediting patient care as necessary. • Expresses empathy in patient interactions and focuses on the needs of the patient, staff, providers, practice and organization simultaneously. • Works as a team member and fills in for staff as necessary within scope. • Practices and promotes professional care within legal and ethical standards. • Strong team player with the ability to work in a fast-paced setting. • Demonstrates flexibility and creativity in dealing with unforeseen developments through participative leadership and problem-solving. • Mobilizes staff cooperation and participation in implementation of change. • Must be able to get along well with others, to be a team player, to accept constructive criticism from supervisors and be able to follow work. • Assumes responsibility for personal and professional growth through identification of own learning needs. • Demonstrates a working knowledge of current trends in health and ambulatory care. • Performs other projects and duties related to department objectives. • Promotes and maintains an environment of professional excellence. • Ongoing data including patient satisfaction scores, reporting on successful DOS utilization and analysis of various metrics that improve the impact not only to the division but to the system as whole. • Maintain faculty clinical activities and administrative responsibilities. • Exercise a high-level of discretion regarding confidential department matters. • Manage and process budget invoicing for the division, ensuring accuracy, timely submission, and alignment with financial policies • Provide administrative back-up support for other office personnel and participate in shared duties of support staff. • Provide administrative support for other duties as assigned or as department needs evolve. • Takes initiative and has positive attitude. • Excellent prioritization and organizational skills, able to assess priorities and rearrange job duties as needed. • Utilizes effective communication systems to ensure flow of patient services and continuity of care. • Maintains open lines of communication with all staff, leadership, and physicians. • Assists leadership with informing staff and physicians of applicable informational updates. • Able to foster strong communication with medical and non-medical staff to create an efficient working environment. • Communicates in a competent and effective manner to meet patient and/or family needs and regulatory or organizational requirements. Requirements • Program Assistant I • Four years of experience in scheduling/patient coordination in a medical setting. • Program Assistant II • Five years of experience in scheduling/patient coordination in a medical setting • Two or more years of direct experience with surgery scheduling • A combination of education and related technical/paraprofessional experience may be substituted for the bachelor’s degree on a year for year basis. Nice-to-haves • College Graduate • 3+ years of patient/client-facing experience • Medical office experience • EPIC experience • MS Office experience • Bilingual, Spanish-speaking • Serves as a liaison across affiliate organizations, and external facilities, IE (Surgery centers/other collaborative external sites of practice) (CU SOM, UCH, Children’s Colorado, CU Medicine), facilitating communication and collaboration among physicians, leadership, and staff to resolve issues, interpret program policies, and implement coordinated solutions. • Ability to work within large, complex healthcare systems. • Ability to deal calmly and courteously with people. • Ability to deal with stressful situations. • Ability to function independently and manage own time and work tasks. • Ability to lead work teams. • Ability to maintain accuracy and consistency. • Ability to maintain confidentiality. • Ability to negotiate, persuade and establish direction. • Ability to plan, coordinate and develop multiple projects Benefits • Medical: Multiple plan options • Dental: Multiple plan options • Additional Insurance: Disability, Life, Vision • Retirement 401(a) Plan: Employer contributes 10%25 of your gross pay • Vacation Days: 22/year (maximum accrual 352 hours) • Sick Days: 15/year (unlimited maximum accrual) • Holiday Days: 10/year • Tuition Benefit: Employees have access to this benefit on all CU campuses • ECO Pass: Reduced rate RTD Bus and light rail service • There are many additional perks & programs with the CU Advantage. 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