Practice Supervisor
UCSF Health Contact Center Job Summary We are hiring for different locations. Please choose the location of your choice.
Under the supervision of the Manager of the UCSF Contact Center, works with Administrative and Clinical
leadership across Ambulatory Services to create, manage and continuously improve protocols, workflows
and infrastructure, and assist with launching new programming for the UCSF Contact Center. Routinely
collaborates with Manager on special projects that contribute to the improvement of department operations,
the patient experience, and staff and provider engagement. Excellent analytical skills, collaboration with
administrative and physician stakeholders and implementation of customer service standards are essential
in this job.
Provides direct supervision of 15 practice coordinators: providing daily management, supervision, direction,
and coordination for referral center services. The Supervisor of the UCSF Contact Center will be
responsible for the effective coordination of referral and scheduling services for UCSF Health. Monitors
overall department performance for quality assurance purposes and ensure that performance benchmarks
are being met. Recommend and facilitate onboarding, training, coaching, and educational programs and
efforts to enhance referral coordinators knowledge and development. The Supervisor adheres to and
exemplifies the House and Telephone Standards of the Medical Center.
Works with service line steering committees, practice managers and directors, as appropriate, in
establishing policies and procedures in the provision of services. Meets with Manager and practice
leadership regularly (a minimum of quarterly or bi-annually depending on practice) to review metrics,
discuss updates to protocols, address issues, communicate changes in practice or the center and make
suggestions for improving workflow. Continuously works with Administrative Director and Manager of the
UCSF Contact Center to grow its offerings and the roll out of services to additional Ambulatory practices as
guided by organizational goals and priorities.
The Supervisor is administratively responsible for providing efficient, personalized services to customers
who include external referring physicians, physician offices and patients. Services include the supervision of
or providing for record review, patient registration, referral creation, scheduling appointments, enabling
provider consultations, and providing patient information such as location, transportation and hotel
accommodations, etc. The Supervisor must effectively communicate with a diverse population of referring
providers, patients and referring entities. Additionally, the Supervisor is the key liaison with external and
internal referral provider offices to ensure effective communication about their patient's progress to our
specialties. Also, meets and coordinates with internal pediatric specialties to ensure that specific practice
protocols are followed, managed and updated on SharePoint and other department-based technology
systems.
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. The salary range for this position is $87,900 - $131,800 (Annual Rate). To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html Department Description The UCSF Contact Center is an integrated team that supports both patient and provider requests for access to care
at UCSF Health. Administrative functions include 1) appointment scheduling, 2) referral intake, review and
processing,3) coordinating any other administrative or clinical patient call-based requests to support effective care
delivery. Required Qualifications
- Bachelors degree in related area and / or equivalent combination of experience / training.
- 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 supervisory experience
- EPIC Knowledge
About UCSF At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents. 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 at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide. Equal Employment Opportunity The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Job Code and Payroll Title 004171 AMBUL CARE ADMSTN SUPV 2 Job Category Professional and Managerial, Supervisory / Management Bargaining Unit 99 - Policy-Covered (No Bargaining Unit) Location Brisbane, CA, Emeryville, CA Additional Shift Details Monday - Friday |
University of California - San Francisco Campus and Health
Jan 03, 2025