Practice Supervisor - Cancer Center-Shared Services (AMBUL ADMSTN SUPV 2)
UCSF Medical Center
June 21, 2018
San Francisco, California
Full Time - Experienced
4 Year Degree
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. Ranked by U.S. News & World Report as the number one hospital in California - and among the top five in the country - 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.
The UCSF Helen Diller Family Comprehensive Cancer Center is an accredited National Cancer Institute Comprehensive Cancer Center. The NCI-Designation recognizes the scientific leadership, resources, and the depth and breadth of the research in basic, clinical and population science. As a Comprehensive Cancer Center, we demonstrate the added depth and breadth of research as well as substantial transdisciplinary research that bridges these scientific areas. The clinical services encompass adult and pediatric tumors across three campuses as well as regional satellite locations. The clinical cancer program is one of the largest clinical services at UCSF Medical Center and encompasses roughly 230 non-physician FTEs, 90+ cost center, and dozens of grant and philanthropic funding sources. At the UCSF Helen Diller Family Comprehensive Cancer Center we are truly pioneering care and leaders in all areas of cancer clinical care and research. The UCSF Helen Diller Family Comprehensive Cancer Center is an accredited National Cancer Institute Comprehensive Cancer Center. The NCI-Designation recognizes the scientific leadership, resources, and the depth and breadth of the research in basic, clinical and population science. As a Comprehensive Cancer Center, we demonstrate the added depth and breadth of research as well as substantial transdisciplinary research that bridges these scientific areas. The clinical services encompass adult and pediatric tumors across three campuses as well as regional satellite locations. The clinical cancer program is one of the largest clinical services at UCSF Medical Center and encompasses roughly 230 non-physician FTEs, 90+ cost center, and dozens of grant and philanthropic funding sources. At the UCSF Helen Diller Family Comprehensive Cancer Center we are truly pioneering care and leaders in all areas of cancer clinical care and research. We are routinely voted a top 10 program by U.S. News and World Report.
Supervises clinic operations, spanning multiple providers, and practices. Subordinates include staff involved with professional operational functions. Oversight of administratve areas such as practice revenue management, billing systems and procedures, facilities and safety procedures, registration, new patient coordination, scheduling, medical records storage and maintenance, insurance authorizations and customer service. Enusres all direct reports complete all required competencies and training within required time frames. Leads employee engagement efforts with team in alignment with organization goals and LEAN principles. The practice supervisor must have the ability to perform and prioritize multiple tasks and work well with staff, patients and medical providers. A high degree of independence, initiative, assertiveness and diplomacy are necessary at all times. Duties and essential functions:
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 efficiency. 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.
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.
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. Leads employee engagement activities and creates a culture of recognition and mutual respect.
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.
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 using LEAN principles, developing new plans and programs to increase the efficiency of operations and improve integration of diverse clinic / center functions.
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.
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.
Performs or supervises revenue management functions, such as ensuring accounts are secure prior to the provision of serevices, 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.
Ensures facilities are well-maintained and coordinates with Facilities and / or Environmental, Health and Safety as needed. May oversees facility renovation projects for assigned clinic / center areas. Conducts facilities rounding.
Monitors and ensures that fiscal and material resources are managed according to budgetary parameters across assigned clinic(s) or center(s). Actively participates in budgeting and drafts proposals for capital projects.
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.
Produces data to track provider productivity, compliance with regulatory requirements. Assists providers in managing patient schedules and interacts with providers on day-to-day operational issues affecting practice.
Works closely with Physician Practice Leaders and other staff on recruiting qualified staff.
Three to five years overall experience in related field with one to two years of supervisory responsibilities
Bachelor's 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 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 proposal
The flexibility to orient and work at all UCSF Medical Center locations
Strong knowledge of business software and specialized applications and data management systems used in clinic / center operations
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
Living Pride Standards
Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Center's values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.
Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards.
Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices
Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.
Demonstrates an understanding of and adheres to safety and infection control policies and procedures.
Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets.
Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture.
Picks up and disposes of any litter found throughout entire facility.
Posts flyers and posters in designated areas only; does not post on walls, doors or windows.
Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments.
Protects the physical environment and equipment from damage and theft.
The flexibility to orient and work at all UCSF Medical Center locations is required.
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. Further information about the University of California, San Francisco, is available at diversity.ucsf.edu. UCSF seeks candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence, and the communities we serve. *LI-AN1