Administrative Clinic Supervisor

University of California, San Francisco•San Francisco, CA

3d•Onsite

About The Position

This role involves overseeing the administrative services and operations for health care clinics or centers, ensuring compliance with federal, local, and internal standards, policies, and regulations. The responsibilities encompass operations, fiscal management, program planning, and potentially external marketing. Management duties may include oversight of clinical patient care. The OMFS Supervisor will be responsible for supervising services, staff, and synchronizing operational services for the OMFS Clinics, including the Oral and Maxillofacial Faculty Clinic and Oral and Maxillofacial Surgery Student Clinic. This includes managing patient reception, scheduling, surgical scheduling, block time management, data analysis, workflow collaboration with Perioperative partners, staffing, and clinical oversight to ensure patient-centric access services are delivered smoothly and efficiently. The supervisor will assist in management decisions and strategic planning related to departmental policies and procedures, and will provide analysis in complex situations. They will also collaborate with the Dental Center Back Office and Patient Billing Unit to enhance billing workflows and procedures. The OMFS Supervisor will act as a liaison between faculty, residents, and staff, and will work with Dental Center leadership to identify and mitigate issues that hinder clinic access and patient flow. The role requires creating and maintaining a goal-oriented climate of cross-team collaboration for effective problem-solving, conflict resolution, and support for organizational values and standard work. The Department of Oral and Maxillofacial Surgery is an academic and clinical enterprise focused on teaching, practicing, and advancing knowledge in the diagnosis and treatment of oral and systemic diseases. UCSF School of Dentistry is committed to patient-centered care, training future clinicians and scientists, scientific discovery, and fostering a supportive work and learning environment. The department provides comprehensive oral health care services, with numerous educational programs and research initiatives. This position provides general supervision to the Oral and Maxillofacial Surgery Faculty Clinic and the Oral and Maxillofacial Surgery Student Clinic, with immediate supervision of front desk functions including registration, check-in, scheduling, phone calls, and customer service. The Clinic Supervisor works cooperatively with the Billing Supervisor and Back Office Supervisor to ensure smooth operations. This OMFS Supervisor 2 role is a reclassification from Supervisor 1 due to the significant growth of the Oral Surgery Department (OMFS), leading to increased complexity and volume in visits, procedures, and case scheduling oversight. The role now includes managing front desk, surgical scheduling, authorization, front-end revenue cycle, and oversight of two clinic sites. This multi-site oversight requires expertise in policy creation, standard work development, using dashboards and metrics, and implementing True North and LEAN principles across multiple sites, while managing teams and supporting faculty and providers.

Requirements

At least 5 years of relevant experience in a medical or dental practice, or an equivalent combination of education and experience.
Minimum 5+ years of related experience and 3+ years of supervisory experience.
Demonstrated supervisory and organizational skills to effectively supervise staff and to manage the complex workflow and multiple priorities involved with clinic / center administration.
Strong knowledge of practice operations, patient-scheduling systems, medical and insurance terminology, applicable information systems, patient service standards, and regulatory requirement and best practices.
Strong knowledge of human resources management policies, with the ability to train, monitor, evaluate, and document human resources issues and performance, and to participate in decision-making on human resources matters.
Strong analytical and critical thinking skills, with the ability to quickly analyze problems, determine appropriate level of intervention, and develop and apply effective solutions.
Strong interpersonal skills for effective collaborations with all levels of management and staff, consultants, and outside agencies.
Strong written and verbal communications skills, with the ability to train and mentor subordinates, to convey complex administrative, clinical, and technical information in a clear and concise manner, and to prepare and present a variety of reports, documentation, analyses, and project proposals.
Strong knowledge of business software and specialized applications and data management systems used in clinic / center operations.

Nice To Haves

Bachelors degree in related area and/or equivalent combination of experience/training.
Strong knowledge of EPIC and Axium.
Knowledge of human resources management policies with the ability to train, monitor, evaluate, and document human resources issues and performance.
Demonstrated knowledge of patient-scheduling systems, medical and insurance terminology.
Knowledge of dental billing.

Responsibilities

Supervises and schedules staff in the coordination of daily operations and activities of clinic and surgical operations.
Proposes changes or new procedures to improve operational efficiencies.
Oversees activities such as medical reception, patient registration, insurance authorization, scheduling, data entry, and responding to patient concerns.
Ensures work is completed in a timely manner and in compliance with internal standards and external regulations.
Monitors daily operating activities of the OMFS Clinics practice such as workload, staff productivity and prepares reports to effectively plan future practice resources.
Monitors all scheduling systems to achieve efficient utilization of provider time; meeting and exceeding production goals, confirming patient appointment; implementing patient online access and providing continuity of care.
Identifies and analyzes performance trends, recommends and implements process improvements.
Monitor OR scheduling to achieve efficient utilization and coordinate with other UCSF department with OR blocks.
Serve as a liason and attend UCSF Surgical Specialties Meeting to report OR utilization and provide updates.
Routine collaboration with enterprise parnters and colleagues (e.g. Perioperative scheduling and clinic leaders) to advocate for OMFS service and its growth and quality.
Regularly communicates with providers and office staff in order to identify and resolve problems, including ensuring adequate coverage for staff absence due to illness, vacation, emergencies, etc.
Communicates with providers/staff and referral sources to facilitate and expedite needs of care and foster growth of the practice.
In collaboration with the Clinical team supervisor, creates staffing schedules to support patient care needs as well as residents and staff needs and provides adequate clinical staffing at peak times during regular clinic hours.
May coordinate support activities in a dental clinic, such as arranging and scheduling patient appointments, assigning patients to providers, maintaining patient records.
Monitor ACD phone dashboard and reports to ensure practice staff is meeting the phone standard and performance expectations.
Assist and coordinate staffing coverage to handle OMFS calls with call center.
Triages questions pertaining to insurance and billing to the Patient Billing Unit and acts as a resource to other medical center practices and ancillary service administrative staff.
Oversees the implementation of change initiatives while maintaining service levels and the highest levels of employee morale and productivity.
Responds to patient queries and issues and ensure patient satisfaction.
Maintains an inventory of equipment and supplies used in the OMFS clinics.
Nurture the patient relationship to encourage patient retention and contribute to the development of a patient-focused environment.
Provides backup for team members as needed and other special projects as assigned.
Evaluates subordinate staff and participates or decides on hiring, salary actions, disciplinary actions, performance ratings, and other human resources matters.
May make recommendations to change job descriptions, classifications or propose reorganization of a unit.
Is a positive role model and leader for teams under management and in the inaction with partners within the Dental School and UCSF.
Responsible for the oversight, scheduling and performance of OMFS Clinics registration/front desk area and procurement teams.
Assures thorough orientation and training of all staff.
Provides orientation and training to professional staff.
Updates and maintains thorough, accurate, and current training materials and programs.
Enables escalations when these are validated by benchmarks, data and evidenced based improvements.
Monitors staff and coaches as needed to assure work is performed in adherence to patient service standards, internal policies, external regulations and quality / quantity expectations.
Coaches staff to increase knowledge and skills to provide excellent service to customers.
Identifies variances in performance and develops appropriate action plans.
Trains and rotates office staff through various duties to ensure cross-coverage in all job areas.
Delivers regular, relevant job feedback to direct reports.
Sets and communicates clear performance expectations and conduct correct actions in a timely manner.
Identifies organizational career paths for employees.
Evaluates performance in a fair and consistent manner and timely as dictated by UC policy and/or collective bargaining agreements.
Provides appropriate and consistent learning and development opportunities.
Promotes a climate of effective teamwork, communication, and collaboration.
Communicates regularly with management on practice activities and on pertinent operational or human resources issues.
Consults with clinic manager on developing, implementing, and evaluating strategies for performance improvement.
Ensures staff comply with all policy, processes and required training for the role.
Holds regular staff meetings; promotes a culture of positivity, teamwork and inclusivity.
Assures compliance with a broad range of external regulatory requirements.
Interprets implications of requirements for practice setting and provides staff with updated information and changes to procedures.
Ensures ongoing regulatory rounding is completed, participates in rounding and ensures resolution to identified deficiencies.
Coordinates the needs of providers and serves as liaison between providers and support staff to mediate and solve problems as necessary.
Ensures productivity, patient experience and qualitative standards are met by direct reports.
Resolves escalated issues and serves as a resource in areas under supervision.
Evaluates and ensures resolution to incident reports across a broad range of issues, such as privacy, safety, or customer service.
Assists with challenging and / or complex patient care interactions / issues and resolves patient issues in accordance with UCSF and Dental Center policies and procedures.
Functions as a resource and role model for staff in handling patient issues and concerns.
Coaches and empowers staff to respond to patient issues according to established customer service guidelines and PRIDE values.
Oversees risk management in ensuring compliance with required reporting to regulatory entities.
Initiates and develops processes that incorporate continuous improvement.
Resolves escalated issues and serves as a resource in areas under supervision.
Participates in developing quality improvement programs and ensures effective implementation and monitoring.
Evaluates and ensures resolution to incident reports across a broad range of issues, such as privacy, safety, or customer service.
Leads True North Quality Improvement and Continous Improvement initiatives towards annual enterprise goals.
Ensures work is completed in a timely manner and in compliance with internal standards and external regulations.
In collaboration with the Clinic Manager, develops and implements policies and procedures for patient reception, scheduling, medical record filing and traffic flow in order to ensure consistently prompt, effective service to patients and visitors.
Implements systems to be consistent with policy and external requirements.
Writes standard works to lock in process improvement implementations.
Participates on quality improvement teams developing new plans and programs to increase the efficiency of operations and improve integration of diverse clinic / center functions.
Manages True North, lean improvements and leads True North and lean in OMFS.
Routinely presents updates and ensures continuous improvements with UCSF True North lead methods and management system.
Evaluates patterns in regards to patients service and develops, proposes and implements policies and procedures for improvement.
Works with Dental Center Patient Biling Unit and registration staff to improve services and trains on new policies and procedures.
Monitors queue numbers to ensure service levels are being met daily to include, call quality, handle time and schedule adherence.
Assists with putting standards in place to establish accountability and best practices in the OMFS clinics.
Monitors and ensures that fiscal and material resources are managed according to budgetary parameters across assigned clinic(s) or center(s).
Keeps payroll records up to date in Position Control file and timekeeping websites for accurate FTE and labor expense budgets.
Ensures appropriate training, certification, and access for staff use of all applicable IT systems and applications.
Coordinates IT assistance to resolve issues.
Keeps abreast of security protocols and new regulations; disseminates to staff and providers.
May participate in medical center and IT workgroups regarding, but not limited to, implementation of IT solutions to improve practice operations.
Ensures facilities are well-maintained and coordinates with Facilities and / or Environmental, Health and Safety as needed.
May oversee facility renovation projects for assigned clinic / center areas.
Conducts facilities rounding.