Administrative Manager

About the Role

Manages the operations of healthcare clinic(s) or center(s), including fiscal, human resources, and practice management. Oversees all aspects of clinic operations, handling patient complaints and partnering with Patient Relations. Participates in developing standard work for clinic operations such as patient check-in, insurance verification, video visit rooming, in-person rooming, room stocking, and forms completion. Trains staff and deploys standard workflows, and is fully accountable for recommending new staff positions, posting, hiring, evaluating, and professional development.

Serves as management lead in developing policies, procedures, or workflows implemented across all four DGIM practices. Plans, conducts, and follows up on action items from unit meetings. Establishes overall and day-to-day pairing of flow managers and providers, schedules staff to support providers, manages call-outs, and collaborates with other managers to share staff across floors for optimal resource deployment.

Tracks and improves data in support of strategic goals, including TrueNorth Goals and IAP goals. Conducts ongoing assessment of staff engagement via the Trot survey and uses data to improve year-over-year STEP and Gallup survey results. Tracks and manages FTE and RVU production to ensure financial viability. Conducts observations of staff to coach on adherence to standard work and identify opportunities for improvement.

Department Overview

The Department of General Internal Medicine (DGIM) delivers care to approximately 26,000 patients across three floors in two buildings on the Mount Zion campus. DGIM provides primary care as part of a larger UCSF primary care service line.

Responsibilities

• Manage fiscal, human resources, and practice management operations for healthcare clinics or centers.
• Oversee all aspects of clinic operations, including handling patient complaints and partnering with Patient Relations.
• Develop and implement standard work for clinic operations (e.g., patient check-in, insurance verification, video/in-person rooming, room stocking, forms completion).
• Train staff and deploy standard workflows.
• Recommend, post, hire, evaluate, and support the professional development of new staff positions.
• Lead the development of policies, procedures, or workflows implemented across all four DGIM practices.
• Plan, conduct, and follow up on action items from unit meetings.
• Establish pairing of flow managers and providers and schedule staff to support providers daily.
• Manage call-outs and collaborate with other managers to share staff across floors for optimal resource deployment.
• Track and improve data in support of strategic goals, including TrueNorth Goals and IAP goals.
• Assess staff engagement via the Trot survey and use data to improve STEP and Gallup survey results.
• Track and manage FTE and RVU production to ensure financial viability.
• Conduct staff observations to coach on adherence to standard work and identify improvement opportunities.

Requirements

• Bachelor's degree in a related area and/or equivalent combination of experience/training.
• 3-5 years of healthcare management experience in a primary care setting, with progressive expertise in practice management, scheduling, customer-service methods, incident reporting, regulatory compliance, accreditation requirements, insurance, and DME authorization processes, and information technology.
• Proven ability to organize, manage multiple priorities, and delegate work functions efficiently.
• Demonstrated managerial skills and human resources management knowledge, including staff deployment, resource utilization, budgeting, financial management, quality improvement, and program planning and implementation.
• Strong written, verbal, and interpersonal communication skills to convey complex information clearly and influence all levels of staff.
• Knowledge of relevant healthcare and clinic operations information technology, including billing systems and patient care workflows.
• Demonstrated knowledge of relevant regulatory requirements, legislative, accreditation, licensing, and compliance environments.