Patient Access Services Supervisor

University of California, San Francisco•San Francisco, CA

8d•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 the Admitting offices and other operational areas, including the Surgical Waiting Areas, 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 these operations across day, evening, and graveyard shifts under consistent operating standards. The Supervisor supports staff education and development, provides direction, sets priorities, and analyzes admitting-worker workflows in accordance with established policies and management guidance. The role 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 to ensure patients transferred to UCSF are clinically and financially assessed according to practices. The position influences patients’ health care experiences and serves as an ambassador of services, helping ensure patient needs are met and fostering a harmonious environment where high-quality patient care and customer service are consistently provided. The role promotes cooperative working relationships through communication, honesty, respect, cultural sensitivity, and professional exchange of feedback. The Supervisor functions as an Apex power user, using advanced system features to develop patient workflows and collaborating with departments to resolve issues and ensure patient movement beyond the capabilities of standard users.

Requirements

Bachelor’s degree, or a high school diploma or GED plus 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 in a health care setting, ideally in patient access or patient financial services.
Strong knowledge of medical terminology and technical and operational principles of hospital admissions, including concepts, best practices, protocols, quality improvement, technologies, confidentiality, HIPAA, and applicable regulations.
Strong quality customer service skills.
Interpersonal skills to interact and collaborate effectively with patients, families, and clinical and administrative personnel across departments.
Leadership skills to coach, monitor, and strengthen staff performance.
Ability to thoroughly and accurately review complex subordinate work and oversee ongoing tasks and projects over extended periods.
Strong knowledge of relevant policies, protocols, regulations, and organizational objectives.
Strong critical-thinking skills, including the ability to analyze complex problems, determine appropriate intervention, 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.
Demonstrated 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 full-time in San Francisco.

Responsibilities

Assist in managing the operational and technical functions of Admitting offices and related operational areas.
Share first-line responsibility for 24/7 operations in the BCH Emergency Department and Birthing Center, supporting day, evening, and graveyard shifts consistently.
Provide staff education and development, direction, and priority setting for admitting workers.
Analyze admitting-worker workflows in accordance with established policies and management guidance.
Recommend, develop, and implement new or revised procedures to support operations and smooth patient flow.
Oversee or support admission registration, account financial follow-up, Medi-Cal applications, financial counseling, financial 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.
Help ensure patient needs are met and consistently promote high-quality patient care and customer service.
Promote cooperative working relationships with colleagues, physicians, other disciplines, and the public through effective communication, honesty, respect, cultural sensitivity, and professional feedback.
Use advanced Apex features to develop patient workflows and collaborate with departments to resolve issues and ensure patient movement.
Coach, monitor, and strengthen staff performance; review complex subordinate work and oversee ongoing tasks and projects.