Ambulatory Care Administration Supervisor II

Job Summary

Under the general supervision of the Administrative Director the Supervisor 2 will oversee clinic operations ensures 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. 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.

Department Overview

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. to support these clinics and providers,

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Salary Information

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Required Qualifications

• 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.

Preferred Qualifications

• Prior administration or supervisory experience in a labor management environment

%

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

25

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.

5

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.

10

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.

20

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.

10

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.

15

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.

5

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.

05

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.

5

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.

100%

(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)

%

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

25

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.

5

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.

10

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.

20

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.

10

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.

15

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.

5

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.

05

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.

5

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.

100%

(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)