Ambulatory Care Administrative Supervisor

University of California, San Francisco•Berkeley, CA

About The Position

The Ambulatory Care Administrative Supervisor supervises clinic operations, typically across multiple providers, clinics, and/or practices. The role oversees administrative functions including practice revenue management, billing systems and procedures, facilities and safety procedures, registration, new-patient coordination, scheduling, medical-record storage and maintenance, and insurance authorizations. The supervisor may also oversee patient-support staff such as medical assistants or LVNs in coordination with the nursing lead. The position is based in the UCSF Berkeley Outpatient Center, a multispecialty clinical site. Its specialties include Otolaryngology and Head & Neck Surgery, Audiology, Orthopedic Surgery, Cardiology, Cardiac Surgery, Dermatology, Vascular Surgery, Women’s Health/OB-GYN, UroGyn, Maternal Fetal Medicine, Pulmonary, Physical Therapy/Pelvic Rehab, Optometry, Ophthalmology, Neurosurgery, and Urology. Staff include Patient Care/Practice Coordinators, Medical Assistants, providers, RNs and LVNs, and Sonographers. The supervisor manages daily clinic operations and staff, promotes operational efficiency, ensures regulatory and internal-policy compliance, oversees staff training and performance, supports quality improvement, resolves escalated patient and operational issues, coordinates IT and facility needs, and monitors revenue and fiscal and material resources.

Requirements

Bachelor’s degree in a related area, or an equivalent combination of experience and training.
Three to five years of overall experience in a related field, including a minimum of three years of supervisory experience.
Clinic/center management experience with progressive expertise in practice management, scheduling, customer-service methods, incident reporting, regulatory compliance, accreditation requirements, and information technology.
Two to three years of overall experience working with represented employees.
Ability to organize, manage multiple priorities, and delegate work efficiently.
Demonstrated supervisory and organizational skills to manage staff, complex workflows, and multiple priorities in clinic/center administration.
Strong knowledge of practice operations, patient-scheduling systems, medical and insurance terminology, applicable information systems, patient-service standards, regulatory requirements, and best practices.
Knowledge of human-resources management policies and ability to train, monitor, evaluate, and document HR issues and performance, and participate in HR decision-making.
Strong analytical and critical-thinking skills, including the ability to analyze problems, determine appropriate interventions, and develop and apply effective solutions.
Strong interpersonal skills for collaborating with all levels of management and staff, consultants, and outside agencies.
Strong written and verbal communication skills, including the ability to train and mentor subordinates, communicate complex administrative, clinical, and technical information clearly, and prepare and present reports, documentation, analyses, and project proposals.
Strong knowledge of business software, specialized applications, and data-management systems used in clinic/center operations.

Nice To Haves

Master’s degree in a related field.

Responsibilities

Supervises and may schedule staff coordinating daily clinic operations; proposes procedural changes to improve efficiency and oversees medical reception, registration, insurance authorization, scheduling, data entry, and responses to patient concerns.
Ensures work is completed promptly and in compliance with internal standards and external regulations.
Ensures compliance with external regulatory requirements, interprets their implications for the practice, updates staff on changes, and oversees regulatory rounding and correction of identified deficiencies.
Evaluates subordinate staff and participates in or makes decisions about hiring, salary actions, discipline, performance ratings, and other human-resources matters; may recommend job-description or classification changes or unit reorganization.
Ensures staff orientation and training; maintains current training materials and programs and coaches staff to meet patient-service standards, policies, regulations, and quality and quantity expectations.
Develops and implements procedures for patient reception, scheduling, medical-record filing, and traffic flow; participates in quality-improvement initiatives to improve operational efficiency and integration of clinic functions.
Resolves escalated issues and serves as a resource in supervised areas; helps develop, implement, and monitor quality-improvement programs and ensures resolution of incident reports involving matters such as privacy, safety, and customer service.
Ensures staff have appropriate training, certification, and access to applicable IT systems; coordinates IT support, communicates security protocols and regulatory changes, and participates in workgroups concerning IT solutions for practice operations.
Performs or supervises revenue-management functions, including quality and compliance audits, provider education on coding requirements, system-improvement recommendations, and training billing and registration staff on new procedures.
Ensures facilities are maintained, coordinates with Facilities and/or Environmental, Health and Safety, conducts facility rounds, and may oversee renovation projects.
Monitors fiscal and material resources against budget parameters, participates in budgeting, and drafts capital-project proposals.
Serves as a resource and role model for staff handling patient issues; coaches staff to follow customer-service standards, evaluates service patterns, and develops and implements improvement procedures.