Ambul Care Admstn Supv 1

University of California, San Francisco•San Francisco, CA

3d•Onsite

About The Position

The Ambulatory Care Administration Supervisor 1 supervises clinic operations staff involved in routine functions, overseeing administrative areas such as registration, new patient coordination, scheduling, medical records storage and maintenance, facilities, insurance authorizations, and clinical support staff like medical assistants. Reporting to the Ambulatory Care Administration Manager 1, this role is responsible for overseeing the daily operational, human resource, administrative, and business functions of one or more imaging locations within the Department of Radiology. The position requires a team player who is flexible with changing priorities, self-reliant, and capable of problem-solving and prioritizing complex transactions. This role performs in-depth analysis, contributes to the development of new programs, policies, and procedures, and requires a high degree of proficiency and professionalism to ensure seamless and transparent day-to-day operations for patients and physicians. The supervisor acts as a liaison for patients, clinics, radiologists, and referring physicians, needing the ability to think quickly, adhere to policy while being creative and flexible, and foster an accessible environment for customers. This position will assist the Ambulatory Care Administration Manager 1 with specific tasks, training, and special projects, and must demonstrate the ability to perform all aspects of radiology front-line workflows with superior quality. A critical role will be monitoring and coordinating communication between the front and back end of Radiology.

Requirements

Bachelor's degree in a related area and/or 2 years equivalent experience/training.
Skills to supervise support staff in clinic/center administration.
Ability to effectively manage multiple priorities in a fast-paced, dynamic environment.
Knowledge of practice operations, patient-scheduling systems, medical and insurance terminology, applicable information systems, patient service standards, and regulatory requirements.
Basic knowledge of human resources management policies.
Ability to train, monitor, evaluate, and document human resources issues and performance, and to provide input to decision-making on human resources matters.
Detail-oriented, with the ability to apply analytical and critical thinking skills to quickly analyze problems, determine appropriate level of intervention, and apply effective solutions.
Solid interpersonal skills for effective information exchange and problem solving with all levels of management and staff, consultants, and outside agencies.
Skills in written and verbal communications, with the ability to convey complex administrative, clinical, and technical information clearly and concisely.
Ability to produce a variety of reports and analyses.

Nice To Haves

Knowledge of business software and specialized applications and data management systems used in clinic/center operations.

Responsibilities

Supervises between 5-15 FTE Personnel in daily work assignments, maintains adequate staffing, and monitors equitable distribution of workload.
Recommends personnel actions and contributes to decision-making on staffing and human resources matters, including hiring, promotions, discipline, and performance reviews.
Responsible for employee recruitment, performance evaluation, progressive discipline, and staff development.
Works collaboratively with Labor Relations on bargaining unit issues and contract negotiations.
Provides orientation for new hires and ongoing training and instruction for subordinate staff.
Coaches staff on customer service skills and techniques.
Interprets and explains departmental policies, procedures, and daily workflow responsibilities.
Provides orientation and training to staff, monitors and coaches to ensure adherence to patient service standards, internal policies, external regulations, and quality/quantity expectations.
Ensures staff follows procedures and protocols regarding patient data privacy, proper conduct, call routing, appointment scheduling, and clear communication.
Ensures sufficient coverage for work completion within established timelines and for achievement of department goals.
Recommends improvements to operational efficiency and customer service quality.
Resolves escalated issues in areas under supervision, such as patient reception, registration, insurance authorizations, scheduling, data entry, and patient concerns.
Implements quality improvement processes.
Gathers material facts and files incident reports across a broad range of issues (privacy, safety, customer service) and escalates to appropriate leadership.
Keeps staff informed of procedural changes and external regulations.
Participates in regulatory rounding and resolution of identified deficiencies.
Promotes a workplace culture focused on meeting or exceeding patient service standards.
Develops an environment that encourages creativity, efficiency, engagement, quality of care, safety, and innovations in operations.
Demonstrates a high level of competence in the Radiology Information System-Radiant, Hospital Information system APEX, and Imaging Transfer Application-Life Image.
Implements and may develop procedures for patient reception, telephone processing, scheduling, electronic medical record workflows, and practice traffic flow.
Ensures appropriate training, certification, and access for staff use of applicable IT systems and applications.
Coordinates IT assistance to resolve issues.
Communicates and holds team accountable for compliance with security protocols and new regulations.
May participate in medical center IT workgroups.
Implements processes and metrics to assure viability of existing programs and practice patient and staffing patterns, and optimize productivity.
Recommends operational performance improvements that impact marketability and service.
Assures internal policies and external regulations are followed in regards to billing and coding practices.
Ensures facilities are well-maintained and coordinates with Facilities and/or Environmental, Health and Safety as needed.
May assist in overseeing facility renovation projects for assigned clinic/center areas.
May participate in facility rounding.
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 standards.