Clinic Operations Coordinator - 134005

Current UC San Diego Health CAPS employees who apply by 1/24/2025 will have priority consideration for this position. Recruiters will refer qualified internal candidates after the first 7 days of the job posting. All qualified external applicants and additional internal applicants who apply after the priority date may have further consideration pending the results of the initial review.

The mission of the Student Health & Well-Being (SHW) cluster is to promote a culture of health and well-being for the student community, deliver equitable high quality innovative services, incorporate inclusive approaches, and celebrate diversity, with the goal of adoption and maintenance of healthy behaviors contributing to the academic success and personal development of all students.

The Student Health and Well-being cluster of the UC San Diego, which reports through UC San Diego Health System, plays a leadership role in creating a strong and active well-being culture that enables all students to flourish in body, mind and spirit. Under the oversight of the executive director, the SHW cluster includes the departments of Student Health Services (SHS), Health Promotion Services (HPS), Counseling and Psychological Services (CAPS) and SHW Administration.

CAPS delivers campus-based mental health services to over 43,000 registered UCSD undergraduate, graduate, and professional school students. CAPS' multicultural, multidisciplinary, and student-centered staff strives to deliver trauma informed, culturally proficient counseling and psychiatric services, psycho-educational preventive outreach and early intervention programming, consultation, research, and training opportunities.

In collaboration with Student Affairs and Academic Affairs, CAPS services support the academic mission of the University aimed at student success, retention and well-being, and works toward the maintenance of a just, inclusive and healthy living and learning environment for individuals to flourish as they pursue their academic, career, and personal goals. CAPS is accredited by the International Accreditation of Counseling Services (IACS) and the Post-doctoral Resident Training Program is affiliated with the Association of Psychology Postdoctoral and Internship Center (APPIC). CAPS is fully committed to self-examination, peer review, and quality improvement through the utilization of metrics, data, clinical outcomes, client experience measurements and feedback.

Under general supervision of the Manager, Business Operations of Counseling and Psychological Services (CAPS), the incumbent will work as Clinic Operations Coordinator. Responsible for reviewing and prioritizing all administrative and patient care support requests, patient feedback, and communications in support of the counseling center operations and customer service standards. Monitor and addresses daily clinic and patient workflows for accuracy and effective service delivery.Responsible for scheduling and assigning all staff resources to front office, Urgent Care, After-hours and daily Late-Stay coverage rotations. Ensures clinical and vendor coverage during alternate hours.
Provides training and work direction to Clinic Operations Assistants, and monitors day-to-day front and back office operations and patient flow for accuracy and efficiency. Provides front desk coverage during absences, or as needed. The Clinic Operations Coordinator will act as Urgent Care liaison by monitoring daily activity, patient check-in workflows, chat queues, supporting communication and collaboration for appropriate and effective service delivery, and compliance with department guidelines. Follows guidelines for emergency procedures and critical incidents and communication. Tracks and reports Urgent Care trends, follows-up with referred patients to track compliance or identify barriers to treatment. Routes to assigned clinicians as needed. Monitors HIM/Back Office InBasket for appropriate message handling, clinicians' schedule templates compliance for dashboard accuracy, corrects and/or provide training towards practice improvements; Staff productivity and balance staff assignments for effective service delivery. Identifies systemic issues and makes recommendations for improvements and implementation of new procedures. Provides Epic (Cadence) training and support to clinical staff and Clinic Operations Assistants. Responsible for records requests and specialty documentation needs in coordination with other campus support services. This position will facilitate access to mental health services; educate students about CAPS services, verify eligibility, manage the flow of in-person and telehealth visits for all locations, and provide detailed, timely, essential information to appropriate parties. Incumbent must demonstrate exceptional professionalism, tact, empathy and sensitivity, as well as sound judgment to screen and assist clients on the basis of need, urgency and presenting concerns, as well as determine when to activate CAPS emergency protocols and support urgent care services. CT: Applies broad knowledge of ambulatory care clinics clinical, regulatory, and operational practices to implement and monitor the business operations of a clinic in the medical center including verifying billing, documentation, financial reporting, IT systems, facilities and procedures are compliant and meet clinic standards.

• Four years of related experience, education/training, OR a Bachelor's degree in related area.

• Minimum three (3) years front and back office experience in mental health care settings with direct patient contact and support, including mental health crises and hospitalizations.

• Proven ability to provide empathic assistance to clients with psychological and psychiatric conditions, their family members and the campus community

• Thorough knowledge of the clinical and operational implications of medical billing practices including coding, billing systems and documentation requirements. Knowledge of ambulatory care clinic practice management including patient care workflows and processes. Thorough understanding of medical terminology and specialized clinical knowledge of clinic practice area.

• Proven ability to apply knowledge of medical center policies and procedures and related legislative, accreditation, licensing and compliance environments to assess and monitor clinic operations.

• Excellent communication skills, including active listening and critical thinking. Demonstrated ability to clearly and concisely communicate clinic content, rules and regulations. Ability to work in a highly collaborative manner with diverse staff and clients.

• Ability to work independently, assume responsibility for, and calmly deal with evolving situations, which may be of a crisis nature, in a supportive manner. Sound judgment to screen and assist clients on the basis of need, urgency and presenting concerns, as well as determine when to activate CAPS emergency protocols and support urgent care services

• Strong interpersonal skills. Actively cooperates and supports the work of others. Ability to work productively with anyone regardless of background. Empathetic and aware of impact on others. Demonstrated commitment to diversity and inclusion to foster the best possible working and learning environment.

• Productive in work volume, speed, quality and consistency. Ability to see projects through to completion on deadline. Excellent interpersonal judgment and discretion. Ability to work well as part of an administrative team with a customer service orientation towards co-workers, faculty and researchers.

• Ability to perform all commonly applicable functions in the Microsoft Suite. Skills in data management. Effectively uses relevant healthcare and clinic operations information technology, including billing systems and medical record documentation.

• Thorough knowledge of data management and documentation methods used in ambulatory care clinics.

• Demonstrated ability to report and resolve issues of concern

• Excellent attendance, punctuality and reliability to provide office coverage

• Ability to at all times adhere to UCSD Health Medical Center (C.A.R.I.N.G.) Standards of Performance, and demonstrate the characteristics of professionalism in attire, attitude, conversation, behavior and attentiveness to others. All staff members are required to uphold the UCSD Principles of Community and to promote a positive and collaborative team environment

• Ability to use discretion and maintain confidentiality of client, students, faculty, and staff disclosures, and comply with all requirements in use of computer systems and access to any and all patient, student, employee and University data, in electronic and hard copy formats, in compliance with University, state and federal guidelines, including, but not limited to Health Insurance Portability and Accountability Act(HIPAA) and Family Educational Rights and Privacy Act (FERPA).

• Demonstrated commitment and ability to acknowledge, advocate and support the efforts to dismantle structural racism and divisive biases based on race, ethnicity, sex, gender identity, age, disability, sexual orientation, religion, and political beliefs

• Demonstrated ability to actively foster a positive, welcoming climate, and value, include and support all in the UC San Diego community.

• Knowledge of University Counseling Center operations

• Experience/ training certificate in Mental Health Work, Psychological First Aid, entry level Care Management.

• Experienced in mental health inpatient settings, monitoring patients, knowledge of admissions and discharge practices.

• Employment is subject to a criminal background check and pre-employment physical.

• Occasional evenings and weekends may be required.

• Overtime may be required. Periodically, must be able to work alternate work schedule.

• Complete EPIC training within one month of job start.