Job Description

Job Summary:

Under the general supervision of the Administrative Nurse Manager/Practice Manager, the Practice Supervisor will oversee clinic operations and will have primary responsibility for the supervision of administrative staff at UCSF's Redwood Shores Specialty Care Clinic (RWS) They will also have shared oversight over patient support staff such as medical assistants, LVNs, etc. in coordination with the Administrative Nurse Manager.

The Practice Supervisor will be responsible for supervising the operational, human resource, administrative and business functions of RWS. 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. A high degree of independence, initiative, assertiveness, and diplomacy are necessary in dealing with faculty, staff and patients in a complex environment. This role is a working supervisor, and the incumbent will be expected to continue to support practice operations by answering phones, doing registration, scheduling new patients, working on work queues, assisting with basic facilities upkeep, and performing other administrative tasks as assigned. The Practice Supervisor is expected to consistently project a calm, professional and courteous demeanor and is required to comply with the Medical Center House and Telephone Standards and to role model AIDET & Living PRIDE standards at all times.

The Practice Supervisor will work on a regular basis with leadership in the departments of Otolaryngology/Head & Neck Surgery, Orthopaedics, Urology, Audiology, Radiology, and Sterile Processing. This position will also work closely with the practice leadership and providers in supporting practice goals. They will attend management meetings at the discretion of the Administrative Nurse Manager or Practice Manager and will collaborate with the practice leadership to develop, monitor and maintain systems pertaining to all aspects of their function(s). The Practice Supervisor will also be expected to participate in and lead process improvement initiatives aligned with our True North Pillars.

The Practice Supervisor will be primarily based at the Redwood Shores clinic and may be required to provide support across other UCSF Health ambulatory sites as needed to meet operational demands.

Department Overview

The UCSF Redwood Shores Specialty Care Clinic is a clinical site that offers both Adult and Pediatric multi-specialty services in one shared location. The core specialties located at this site are Otolaryngology, Head & Neck Surgery, Audiology, Orthopedic Surgery, Orthotics & Prosthetics, and Urology. Sterile Processing and Radiology are also located on site and provide basic plain film services. The staff includes Patient Care/Practice Coordinators, Medical Assistants, Nurses (RNs & LVNs), Athletic Trainers, Orthopedic Cast Technicians and Allied Health Professionals.

Responsibilities

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

20%
YesSchedules staff in the coordination of daily operations and activities of clinic operations. Implements changes or new procedures to improve operational efficiencies. Ensures work is completed in a timely manner and in compliance with internal standards and external regulations. Proposes changes or new procedures to improve operational efficiencies.
5%
YesKeeps staff informed of procedural changes and external regulations. Participates in regulatory rounding and resolution to identified deficiencies.
5%
YesEvaluates subordinate staff and participates in decision-making on hiring, salary actions, disciplinary actions, performance ratings, and other human resources matters.
10%
YesProvides orientation and training to staff, monitors and coaches as needed to assure work is performed in adherence to patient service standards, internal policies, external regulations, and quality / quantity expectations.
5%
YesImplements and may develop procedures for patient reception, telephone processing, scheduling, electronic medical record workflows, and practice traffic flow in order to ensure consistently prompt, effective service to patients and visitors.
5%
YesResolves escalated issues in areas under supervision, such as patient reception, registration, insurance authorizations, scheduling, data entry and responding to patient concerns. Implements established quality improvement processes. Gather the material facts and files incident reports across a broad range of issues, such as privacy, safety, or customer service. Escalates and triages to appropriate leadership for resolution and follow up.
5%
YesEnsures appropriate training, certification, and access for staff use of applicable IT systems and applications. Coordinates IT assistance to resolve issues. Communicates and holds team accountable for compliance with security protocols and new regulations. May participate in medical center IT workgroups.
10%
YesPerforms revenue management functions, such as maintaining systems for charge captures, reporting, supervising data entry and cash collection, following up on discrepancies and other issues. Consults with billing professional colleagues on questions and issues as needed.
5%
YesEnsures facilities are well-maintained and coordinates with Facilities and / or Environmental, Health and Safety as needed. May assist in overseeing facility renovation projects for assigned clinic / center areas. May participate in facility rounding.
5%
YesOperates within budgetary parameters in the management and distribution of material and fiscal resources. May participate in budgeting and drafting proposals for capital projects.
25%
YesFunctions 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.
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%.)

Qualifications

• Bachelor's degree in related area and / or equivalent combination of experience / training.
• Skills to supervise support staff in clinic / center administration, and to effectively manage multiple priorities in a fast-paced, dynamic environment.
• Knowledge of practice operations, patient-scheduling systems, medical and insurance terminology, applicable information systems, patient service standards, and regulatory requirements.
• Basic knowledge of human resources management policies, with the ability to train, monitor, evaluate, and document human resources issues and performance, and to provide input to decision-making on human resources matters.
• Detail oriented, with the ability to apply analytical and critical thinking skills to quickly analyze problems, determine appropriate level of intervention, and apply effective solutions.
• Solid interpersonal skills for effective information exchange and problem solving with all levels of management and staff, consultants, and outside agencies.
• Skills in written and verbal communications, with the ability to convey complex administrative, clinical, and technical information in a clear and concise manner, and to produce a variety of reports and analyses
• Knowledge of business software and specialized applications and data management systems used in clinic / center operations.
• Minimum of 3 years of relevant experience
• Ability to organize, manage multiple priorities, and delegate work functions efficiently.