Ambulatory Care Administration Supervisor II

University of California, San Francisco • San Francisco, CA

1d • Hybrid

About The Position

Under the general supervision of the Administrative Director, the Supervisor 2 will oversee clinic operations, ensuring the efficient day-to-day functioning, typically spanning multiple providers, clinics, and/or practices. The Supervisor 2 will have primary responsibility for the supervision of administrative staff and will have shared oversight of patient support staff (i.e., medical assistants, LVN, Ortho Tech, X-Ray Tech APPs, etc.) in coordination with the Administrative Nurse Manager. The Supervisor 2 will be responsible for supervising the operational, human resource, administrative, and business functions. These functions include, but are not limited to, practice revenue management, billing systems and procedures, facilities and safety procedures, registration, new patient coordination, scheduling, medical records storage and maintenance, and insurance authorizations. They must have the ability to perform and prioritize multiple tasks and work well with staff, patients, and providers. The Supervisor is expected to maintain a positive clinic culture through effective communication, staff engagement, and real-time problem-solving. This position requires regular support across multiple locations. Supervisor 2 will be expected to work and travel between multiple sites as needed, based on operational needs. The UCSF Health Primary & Specialty Care and Orthopedic Surgery Clinics are located by Stanyan Hospital, Hyde Hospital, and at the Ballpark are community-focused clinics with a long tradition of service and excellence. The Physicians and Advanced Practitioners represent eight specialties across the four clinical locations and provide important hospital care. We look forward to additional growth by expanding two additional clinics to even better serve the community.

Requirements

• Bachelor’s degree in related area and / or equivalent combination of experience / training.
• Minimum 5 years of experience in healthcare administration/practice coordination or related field
• Minimum of 1 year of prior experience as a supervisor, lead, trainer, or equivalent
• 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

• Prior administration or supervisory experience in a labor management environment

Responsibilities

• Supervises and may also schedule staff in the coordination of daily operations and activities of clinic 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.
• 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.
• 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.
• 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. 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.
• 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. Participates on quality improvement teams developing new plans and programs to increase the efficiency of operations and improve integration of diverse clinic / center functions.
• 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.
• 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. Participates in medical center and IT workgroups regarding, but not limited to, implementation of IT solutions to improve practice operations.
• Performs or supervises revenue management functions, such as auditing for quality and compliance, educating providers in coding requirements and recommending system improvements. Works with billing and registration staff to improve services and trains on new 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 standards. Evaluates patterns in regards to customer service and develops, proposes and implements policies and procedures for improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level