Patient Access Services Supervisor

UCSF•San Francisco, CA

10d•$100,000•Onsite

About The Position

Under the general supervision of the Patient Access Services Manager, the Patient Access Services Supervisor assists in managing the operational and technical functions of Admitting offices and other operational areas, including Surgical Waiting Areas, the BCH Emergency Department, Birthing Center, Blood Draw, and Pediatric Access Unit. The BCH Emergency Department and Birthing Center operate 24/7, and the Supervisor shares first-line responsibility for supporting those operations across day, evening, and graveyard shifts with consistent standards and values. The Supervisor provides staff education and development, direction, and prioritization; analyzes admitting-worker workflows; and recommends, develops, and implements procedures to support operations and smooth patient flow. Patient Access Services duties include admission registration, account financial follow-up, Medi-Cal applications, financial counseling and assessment, and cash collections. The Supervisor serves as a Discharge Not Billed (DNB) champion and monitors account assignments and staff follow-up. In collaboration with the Pediatric Access Center, the Supervisor oversees coordination and integration of patient demographic, financial, and clinical information so patients transferred to UCSF are assessed according to established practices. The position plays an important role in patients’ health care experience and is expected to act as an ambassador of services, meet patients’ needs, support high-quality care and customer service, and foster a harmonious work environment. The Supervisor promotes cooperative relationships with colleagues, physicians, other disciplines, and the public through effective communication, honesty, respect, cultural sensitivity, and professional feedback. The incumbent serves as an Apex power user, applying advanced system features to develop patient workflows and collaborating with departments to resolve issues and ensure patient movement beyond the capabilities of regular users.

Requirements

Bachelor’s degree, or a high school diploma or GED and four years of relevant experience.
At least two years of demonstrated supervisory, organizational, and customer service skills to supervise and prioritize subordinate staff activities and manage complex admissions and registration workflows.
At least five years of experience working in a health care setting; patient access or patient financial services experience is ideal.
Strong knowledge of medical terminology and hospital admissions technical and operational principles, including best practices, protocols, quality improvement, technologies, confidentiality, HIPAA, and applicable regulatory policies.
Strong customer service skills and interpersonal skills to collaborate effectively with patients, families, and clinical and administrative personnel across departments.
Leadership skills to coach, monitor, and strengthen staff performance; review complex subordinate work accurately; and oversee ongoing tasks and projects.
Strong knowledge of relevant policies, protocols, regulations, and organizational objectives.
Critical-thinking skills to analyze complex problems, determine appropriate interventions, and develop and apply solutions.
Strong written and verbal communication skills, including the ability to motivate others and convey complex information clearly and concisely.
Strong computer skills in relevant hardware, software, and information systems.
Ability to work effectively with all levels of management, clinical care providers, administrative and business personnel, and other stakeholders on patient admissions and registration issues.
Ability to work onsite in San Francisco.

Responsibilities

Assist in managing the operational and technical functions of Admitting offices, Surgical Waiting Areas, the BCH Emergency Department, Birthing Center, Blood Draw, and Pediatric Access Unit.
Share first-line responsibility for 24/7 operations in the BCH Emergency Department and Birthing Center, supporting day, evening, and graveyard shifts consistently.
Educate and develop staff, provide direction, set priorities, and analyze admitting-worker workflows in accordance with policies and management guidance.
Recommend, develop, and implement procedures to support operations and promote smooth patient flow.
Oversee admission registration, account financial follow-up, Medi-Cal applications, financial counseling and assessment, and cash collections.
Serve as a Discharge Not Billed (DNB) champion and monitor account assignments and staff follow-up.
Collaborate with the Pediatric Access Center to coordinate and integrate patient demographic, financial, and clinical information for patients transferred to UCSF.
Promote high-quality patient care and customer service, meet patient needs, and foster a harmonious work environment.
Promote cooperative working relationships and effective communication with colleagues, physicians, other disciplines, patients, families, and the public.
Use advanced Apex system features to develop patient workflows, collaborate with departments to resolve issues, and ensure patient movement.