Ambulatory Practice Operations Supervisor

Job Summary

Under the general supervision of the Manager will work independently and have primary responsibility for the supervision of mid-level and administrative support staff. The Supervisor will be responsible for the operational, human resource, administrative and business functions of the Pulmonary Practices, Lung health, and Sleep Disorders and Sleep labs. The supervisor 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. The Supervisor will manage the mid-level and administrative support staff, including MA and PC staff from Adult Sleep lab, Ped Sleep Lab, Sleep Disorders Center, Pulmonary Department and MZ, Pulmonary Fellows Program, Pulmonary Rehab and Pulmonary Function lab at MZ, as well as support Providers with these departments. The Supervisor will also act as the analyst to the Manager.

Department Overview

UCSF Pulmonary Division includes the Pulmonary, ILD and Sleep clinics, which are high-volume clinics serving the adult population for a variety of pulmonary and sleep disorder conditions. Our services include office visits, RN triage, airway clearance teaching, as well as other procedures such as sleep tests, pulmonary rehab, pulmonary functions, injections, sputum Induction and Pentamidine.

%

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

60%

Schedules 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

Resolves 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.

Keeps staff informed of procedural changes and external regulations. Participates in regulatory rounding and resolution to identified deficiencies.

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.

20%

Provides 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.

Implements 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.

Ensures 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.

Ensures 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.

Maintain Clinic Calendars and HBS

Run Necessary data and organize monthly TNB rounding.

10%

Performs 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.

Operates within budgetary parameters in the management and distribution of material and fiscal resources. May participate in budgeting and drafting proposals for capital projects.

Evaluates subordinate staff and participates in decision-making on hiring, salary actions, disciplinary actions, performance ratings, and other human resources matters.

10%

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. Point person for DME/ Pharmaceutical reps.

Other duties assigned

100%

Required Qualifications

• This position requires the flexibility to orient and work in all UCSF Health Locations
• BA or BS or equivalent combination of experience / training.
• Recent 6 months of experience in ambulatory setting
• Recent 6 months of experience in navigating Insurance portals for auth
• 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. Self-stater and able to identify improvement opportunities.
• Knowledge and experience with Pulm and Sleep Decision Trees
• Knowledge in Pulm and Sleep subspecialties