Job Description

Job Function Summary:

Involves managing or performing the administrative services or managing the full general operations of an academic or non-academic organization(s). Administrative services include activities in finance and human resources and may also include IT, facilities, or student services. General management activities include long and short range strategic planning in determining the mission and directing all activities of multi-disciplinary departments through subordinate management staff.

Generic Scope

Provides immediate supervision to a unit or group of operational or technical employees. A portion of time may be spent performing individual tasks related to the unit; however, supervisory activities must constitute a primary part of the job. Supervises unit operations to ensure compliance with departmental or organizational policies, procedures, and defined internal controls. Ensures accountability and stewardship of department resources (operational, financial, and human) in compliance with departmental standards and procedures.

Custom Scope

Applies advanced administrative concepts and a comprehensive understanding of organizational objectives to manage and resolve complex operational issues within Outpatient Therapy Services. Plans, administers, and coordinates administrative operations across multiple clinic sites to ensure efficient daily workflow and continuity of services. Administrative operations are the primary focus of the position.

Provides leadership, guidance, and functional supervision to front office staff. Performs short- and long-term operational planning and works in collaboration with management on highly complex issues requiring analysis of data, processes, and variable operational factors. Exercises independent judgment in selecting methods, techniques, and evaluation criteria to achieve operational outcomes and maintain effective clinic function.

Oversees and supports staff in patient registration, appointment scheduling, insurance verification and authorizations, charge reconsiliations, billing processes, and other front office administrative activities. Serves as a primary point of contact for patients, referring provider offices, and insurance carriers to resolve administrative and financial issues. Provides coverage for front office staff as needed to ensure uninterrupted clinic operations.

Department Overview (please write a brief description of your department/unit that you would like to be included in the job posting/advertisement)

Outpatient Therapy services at Hyde and Stanyan hospitals consist of 6 clinical sites with office staff and clinical staff at each facility.

Responsibilities

% of timeEssential Function (Yes/No)Key Responsibilities (To be completed by Supervisor)20yesSupervises the work of a unit with responsibility for quality and quantity of work. Responsibility includes multi-site, multi -unit assessment of staffing resources, complex payroll management of large volume career, agency, and contracted personnel, maintaining workflow strategies for work between UCSF and its staffing vendors/agencies, oversight of compliance workflow, audits on cost center charges. Oversees staffing office management, payroll processes, staffing resource management, formulates workflow strategies related to UCSF vendors/agencies, multi-site compliance oversight, performs audits on accuracy of cost center charges, participates in coordination of multi-disciplinary staff onboarding/training. Serves as resource for all departments for complex payroll issues. Leads quarterly team meetings with unit-based administrative teams. 20yesBilling related responsibilities: Responsible for maintaining accurate information regarding payers and coverage of services. Acquires and maintains knowledge regarding primary payers and provider groups of patients' referral to Outpatient rehab. Identifies any payer related issues that impact scheduling of initial appointment or follow ups. Initiates and procures prior authorization as appropriate prior to finalizing therapy appointment. Enter authorizations into charts to match therapy visits when applicable. Coordinates all site-specific information as needed to ensure accurate timely completion of on-site billing functions. Responsible for reconciling any collection of payments of front office staff cash drawers. 15yesPatient registration and scheduling Maintains patient care schedules for all practioners. Screens all referrals for appropriateness (requested therapy services are available insurance requirements for PT coverage are met. Initiates process for authorization of PT services when appropriate before scheduling appointments accurately pre-register patients prior to first appointment. Efficiently and effectively schedule new and return patient appointments. Handles patient arrivals, cancellations, and rescheduling in timely manner 10yesDistributes and sets up work; monitors the progress of work in the unit. Reviews, processes, and approves transactions. Researches and resolves issues and discrepancies. 10yesCommunication and Information Coordination: Acts as the primary first contact for the public and UCSF community to outpatient rehab services. By phone or in person, greets and appropriately handles all people and inquires coming into the practice site. Provides appropriate and accurate directions and instructions to patients and clients regarding appointments. Accurately takes messages or directs phone calls to appropriate therapist and/or staff. Takes/returns phone calls related to Outpatient Rehab in a timely manner to ensure efficient practice of operations and/or as requested by therapists. Transmits patients' comments/concerns/complaints to appropriate therapist, support staff member, and/or manager. Effectively and appropriately utilize a variety of communication tools to meet the operational needs of practice and its programs. Demonstrates good communication skills and professionalism in communications utilizing email, phone, and fax. Appropriately and efficiently utilize medical center programs to facilitate communications with patients, referring practitioners and payers to meet operational needs of the practice and its programs. Responsible for accurately and efficiently initiating all patient records and files for outpatient rehab. Prepares new patient charts with all requisite paperwork including referral, patient information, Patient intake/questionnaire, insurance/billing information, and/or other forms. 10yesRecommends personnel-related actions. Responsible for the overall assessment of staffing resources and unit needs at all sites outpatient rehab clinics at Hyde and Stanyan. 5yesParticipates in the selection, development and evaluation of staff to ensure the efficient operation of the function. 10yesEnsures delivery of quality customer service to various constituencies. Supervises and follows internal policies and procedures

Qualifications

Knowledge, Skills and AbilitiesReq / PrefWorking knowledge of the organization's processes and procedures, rules and regulations. working knowledge of common organization-specific and other computer application programsreqStrong service orientation with ability to effectively manage multiple priorities. Ability to positively influence behavior of others without direct supervisory authority. Demonstrate skills in conflict management and facilitationreqInterpersonal skills including verbal and written communication, active listening, critical thinking, persuasiveness, advising, and counseling to effectively motivate others. Skills to evaluate issues and identify resolutionsreq3 years of relevant experience, previous experience in healthcare environmentreqprior experience with EPIC, computerized scheduling systems, Kronospref

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