Patient Care Coordinator (Onsite)

The University of California, Merced is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range for this position is $22.47 - $31.66.  The budgeted hourly range that the University reasonably expects to pay for this position is Step 1. $22.47/hr.

Remote/Hybrid eligibility: This position is fully in person.

Initial applicant review will begin on or around April 18, 2024. Posting will remain open until filled.

This union position is represented by the bargaining unit Clerical & Allied Services — CX Teamsters Local 2010 .

The University of California, Merced, is the newest of the University of California system's 10 campuses and the first American research university built in the 21st century. With more than 9,000 undergraduate and graduate students, UC Merced offers an environment that combines a commitment to diversity, inclusion, collaboration and professional development. With bachelor's, master's and doctoral degree programs, strong research and academic partnerships, and community involvement, the UC Merced campus is continually evolving and requires talented, knowledgeable and dynamic educators, researchers, management and staff.

Ranked among the best public universities in the nation by U.S. News and World Report, UC Merced is uniquely equipped to provide educational opportunities for highly qualified students from the San Joaquin Valley and throughout California. The campus enjoys a special connection with nearby Yosemite National Park, is on the cutting edge of sustainability in construction and design and supports the economic development of Merced and the region.

The Merced 2020 Project, a $1.3 billion public-private partnership unprecedented in higher education and completed in 2020, nearly doubled the physical capacity of the campus, enhancing academic distinction, student success and research excellence. UC Merced also operates the Downtown Campus Center, a $33 million, three-story administrative building located in the heart of Merced.

The university’s mission of educational excellence and rigorous inquiry is powered by three schools and numerous research institutes and centers that seek scientific and social solutions for the Valley, California and the world. In partnership with UC San Francisco, UC Merced is preparing the way for a rigorous medical education program.

The course of UC Merced’s evolution is piloted by a long-range strategic plan. Enacted in 2021, the 10-year blueprint is guiding how the values of equity and justice influence our pathway to earning Carnegie R1 research status, growing enrollment, upholding our identity as a minority-serving institution, and operationalizing how commitments to equity, diversity and inclusion are enacted in each campus unit.

Under the general supervision of the Wellness Coordinator, the Patient Care Coordinator (PCC) is responsible for representing as the public face of Student Health and Counseling Services. This position works closely with the administrative and clinical teams to support practice operations by providing support to all functions of the departments including, but not limited to: patient registration and appointment scheduling, check-in, patient messages, telephone encounters, scanning, filing, and records requests.

The PCC must accurately manage all patient requests for care and/or information by prioritizing and assisting the patients as needed. Recognizes and directs patients with urgent medical or mental health needs to the correct clinical or counseling provider. Collaborates with clinical or counseling staff to ensure proper response for patients/clients who may present in crisis. Works together with the clinical and counseling staff in the processing and follow-through of urgent patient needs. Assists patients with all policy and procedure questions serving to educate new and continuing students on services provided by Student Health and Counseling Services. The PCC is responsible for the maintenance of all routine clerical operations and communications, adhering to all policies and procedures. The PCC is a team player who works closely with others and must be flexible in dealing with changing departmental priorities. The PCC must be able to problem-solve, prioritize, and facilitate complex transactions in the course of their daily activities.

The PCC makes a difference in patient care by providing excellent customer services, facilitating and ensuring the accuracy of the information flow between clinical, counseling, and/or administrative staff to maximize division efficiency. As a patient-focused center, this position exists to enhance the health and well-being of students. Success in this mission requires a culture of professionalism, collaboration, and respect.

KEY RESPONSIBILITIES

• Follows administrative policies and procedures to make scheduling decisions based upon the presenting factors of the patient to determine if immediate care is necessary or if an appointment at a later time/date is appropriate. Communicates any issues with the schedule with the supervisor.
• On a daily basis, schedules and registers patients by telephone or in-person for appointments, ensuring established divisional standards for accuracy and privacy are met. Completes appropriate intake paperwork and follows established guidelines to ensure patients are seen within prescribed timelines.
• Registers new patients and confirms existing patient demographics by collecting detailed patient information including personal and insurance information in a professional and respectful manner. Collects insurance information ensuring the patient record is accurate with the most recent information of the patient.
• Effectively communicates with patients who may be ill or anxious in a comforting manner and provides clear, concise information, and, facilitates access to the appropriate provider, as needed. Seeks clinical/counseling input, when appropriate. Recognizes and helps patients in distress by escalating care to the appropriate clinical/counseling provider, when appropriate.
• Provides advanced customer service when working with patients who are medication-dependent and may exhibit challenging behaviors. This includes understanding how to deescalate a difficult encounter and when to seek additional support from management to protect the safety of the work environment.
• Protects patients' privacy by maintaining confidentiality of personal and all PHI/ePHI. Gives priority to the timely registration of patients on check-in and is aware of the necessity of maintaining practice flow in order to reduce delays. Promotes efficient patient flow by ensuring patients are checked-in promptly and properly, all pre-visit requirements are completed such as completion of any patient questionnaire forms, consent forms, and privacy notifications. Ensures consent forms have been completed for any services requiring consent forms and provide patient with informational handouts, as appropriate. Communicates with all patients in a confidential and professional manner using tact and diplomacy.
• Observes the waiting area and performs customer services intervention when patients have been waiting a long time or are exhibiting elevated signs of distress. Notifies providers of patient delays and service issues. Serves as first line of triage (non-clinical) for all presenting patients and visitors. This requires knowledge of space access policies, and an in-depth knowledge of all functions of the departments to assist patients in obtaining care.
• Follows procedures for follow-up of missed appointments. Escalates or takes action to obtain immediate clinical/counseling intervention, as needed. Assesses unique patient circumstances and exercises appropriate procedures for when it is appropriate to escalate.
• Directs patients to the "MyHealth" student portal as appropriate to upload and/or view their immunization records or patient notes.
• Scan and files clinical information received in paper form into the electronic medical records (EMR) system. This requires the ability to scan paper forms and the ability to mastersoftware required to move electronic files to the EMR. Obtains report of tests, procedures, or consultations from outside providers when order by Student Health Services. Reviews and processes requests for health and/or counseling records from medical facilities, third parties, and/or patients ensuring proper release forms are in place for any disclosure of information. Documents all records releases in the EMR. Demonstrates an understanding of, and adherence to, privacy, confidentiality, and security policies and procedures related to protected health information (PHI) or other sensitive and personal information.
• Purchase goods and services according to UC policies and procedures, coordinating with Wellness Coordinator and CAPS and SHS managers to ensure inventory levels are properly maintained. Manage purchasing documentation of all departmental purchasing activity. Prepares documentation for requisition submission including gathering appropriate approvals and vendor quotes. Monitors requisitions through the financial system to ensure timely processing and elevating requisitions to managers when appropriate. Manages invoices through full payment according to vendor terms to ensure positive working relationship with vendor.
• Assists with staff travel arrangements and reimbursements according to UC policies and procedures, coordinating with CAPS and SHS managers to ensure travel is pre-approved. Acts as travel delegate assisting in travel arrangements including, but not limited to, booking air travel, car reservations, and hotel reservations. Acts as travel delegate after travel has completed by assisting with the creation and submission of travel expense reports. Provides travel policy guidance to new staff.
• Assists with coordination of outreach events and departmental meetings including, but not limited to, arranging catering, purchase of promotional items, and reserving room(s) as directed.
• Assists with coordination of patient services in relation to OTC (over-the-counter) medical sales to include, but not be limited to, inventory of product, ordering inventory, monitoring inventory for expiration dates, and taking digital payment receipts from patients.
• Ensure reception and waiting areas are kept tidy and all informational brochures are stocked appropriately.
• Ensure start and end-of-day procedures are followed in accordance with policy and practice.
• Provide guidance and training to new staff on procedures, practices, and implementation of policies, including those which are particularly complex.
• Ensures administrative policy and procedure manual is updated and current according to any changes/modifications to policy/practice in collaboration with Wellness Coordinator.
• Assists with AAAHC re-accreditation, as directed.
• Reports system issues (eg: internet, VOIP) to management for process improvement and review.
• Participates as a back-up in departmental meetings by coordinating and distributing meeting materials (eg: agenda, supporting documents), as directed. Take accurate minutes of discussions and decisions, highlighting task items for staff follow-up.
• Helps gather statistical information using database and spreadsheet programs. Performs compliance monitoring of Electronic Health Record for: Visit Tracking, Unacknowledged Health e -Messaging, No Show Rate, Provider Compliance Rates, Special Audits, Random Audits.

EDUCATION and EXPERIENCE

• High school diploma and/or equivalent certification/experience/training.
• Bachelor's Degree in Business Administration, Medical Administration, or other related field. (Preferred)
• 3 years of progressive experience working in an administrative/clerical role. 

Or

• 3 years of progressive experience working in a clinical environment as a medical assistant.
• Administrative/Clerical experience in a clinical/counseling environment. (Preferred)

CRITICAL KNOWLEDGE and SKILLS

• Demonstrated ability to function in an environment controlled by HIPAA, FERPA, CANRA, and other privacy regulations. Knowledge of patient rights and responsibilities, rules of confidentiality, and patient privacy.
• Ability to work effectively with clients and colleagues from a variety of cultural backgrounds.
• Knowledge of the various levels of clinical care and ability to function within and maintain duties based upon scope of work.
• Strong computer skills including ability to use computer and learn new software programs.
• Advanced verbal and written communication skills including the use of active listening skills.
• Ability to work independently and seek out resources. Ability to establish and maintain effective working relationships.
• Ability to work under pressure dealing with constraints such as last-minute changes, deadlines, and patients in crisis.
• Demonstrated attention to detail.

Background check will be required.

How to Apply:
An online application is required for each position to apply.The University of California, Merced is aware that some web-based application processes may be cumbersome for differently abled applicants. Where appropriate, alternative accommodations will be provided. For applicants with disabilities who need additional assistance using TAM, or reasonable accommodations during the interview or search process, please contact [email protected].

Equal Employment Opportunity:
The University of California, Merced is an Equal Opportunity/Affirmative Action employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship, sex, age, marital status, sexual orientation, gender identity or expression, disability, pregnancy, or status as a disabled veteran or Vietnam-era veteran, or other protected categories covered by the UC Nondiscrimination and Affirmative Action Policy . UC Merced intentionally promotes and maintains a discrimination- and harassment-free workplace by demonstrating it neither condones nor tolerates employment practices that discriminate against or harass any person or specific group of persons on the basis listed above. We seek candidates who will support our vision to cultivate a vibrant, equity-minded, inclusive excellence university community. When applying to UC Merced, we strongly encourage you to reflect on our Principles of Community and our 2021 strategic plan.  

Vaccination Program Policy:

As a condition of employment, you will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy .  All Covered Individuals under the policy must provide proof of Full Vaccination or, if applicable, submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline.  For new University of California employees, the applicable deadline is 14 days after their first date of employment. 

Smoke and Tobacco Free Policy:
The University of California, Merced is a smoke and tobacco free workplace.  Information and the Smoke and Tobacco Free policy is available at http://smokefree.ucmerced.edu .

E-Verify:
All employers who receive Federal contracts and grants are required to comply with E-Verify, an  Internet-based system operated by the Department of Homeland  Security (DHS) in partnership with the Social Security Administration (SSA). E-Verify electronically verifies employment eligibility by comparing information provided on the I-9 form to records in the DHS and SSA databases. Certain positions funded by federal contracts/subcontracts requires UC Merced to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.

Pay, Benefits & Work Schedule:
For information on the comprehensive benefits package offered by the University of California visit: http://ucnet.universityofcalifornia.edu/compensation-and-benefits/

This position is eligible for the UC Merced Employee Referral Program (ERP). If you were referred by a UC Merced employee, please identify that employee by name in your application as follows:

Step 5 of 7                                                   Referrals                         

How did you hear about the job?                (select) “other”

Additional information?                               (select) “other”

Specific Referral Source?                           (write in) first and last name of referring employee 

Referring employee MUST be named on application for eligibility.