AMBUL CARE ADMSTN SUPV 1

About the Role

Under the general supervision of the Manager, you will work independently and have primary responsibility for the supervision of mid-level and administrative support staff. The Supervisor will oversee the operational, human resource, administrative, and business functions of the Pulmonary Practices, Lung Health, and Sleep Disorders and Sleep Labs. This role requires the ability to perform and prioritize multiple tasks while working effectively with staff, patients, and providers in a complex environment. A high degree of independence, initiative, assertiveness, and diplomacy is necessary.

The Supervisor will manage mid-level and administrative support staff, including Medical Assistants and Patient Care Coordinators from the Adult Sleep Lab, Pediatric Sleep Lab, Sleep Disorders Center, Pulmonary Department, Pulmonary Fellows Program, Pulmonary Rehab, and Pulmonary Function Lab at MZ. Additionally, the Supervisor will support Providers across these departments and act as an analyst to the Manager.

Department Overview

The UCSF Pulmonary Division includes high-volume Pulmonary, ILD, and Sleep clinics serving the adult population for a variety of pulmonary and sleep disorder conditions. Services include office visits, RN triage, airway clearance teaching, sleep tests, pulmonary rehab, pulmonary function tests, injections, sputum induction, and Pentamidine administration.

Responsibilities

• Schedules staff and coordinates daily operations and activities of clinic operations (60% of time).
• 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.
• Resolves escalated issues in areas such as patient reception, registration, insurance authorizations, scheduling, data entry, and patient concerns.
• Implements established quality improvement processes and gathers material facts for incident reports (e.g., privacy, safety, or customer service issues).
• Escalates and triages issues to appropriate leadership for resolution and follow-up.
• Keeps staff informed of procedural changes and external regulations.
• Participates in regulatory rounding and resolution of 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.
• Provides orientation and training to staff, monitors performance, and ensures adherence to patient service standards, policies, and regulations (20% of time).
• Develops or implements procedures for patient reception, telephone processing, scheduling, EMR workflows, and practice traffic flow.
• Ensures appropriate training, certification, and access for staff use of IT systems and coordinates IT assistance.
• Communicates and holds the team accountable for compliance with security protocols and new regulations.
• May participate in medical center IT workgroups and facility rounding.
• Maintains clinic calendars and organizes monthly TNB rounding.
• Performs revenue management functions, such as maintaining systems for charge capture, reporting, and cash collection (10% of time).
• Consults with billing colleagues on questions and issues, operates within budgetary parameters, and may participate in budgeting or capital project proposals.
• Evaluates subordinate staff and participates in hiring, salary actions, disciplinary actions, and performance ratings.
• Serves as the point person for DME/Pharmaceutical representatives.

Requirements

• Flexibility to orient and work at all UCSF Health locations.
• BA/BS degree or equivalent combination of experience/training.
• Recent 6 months of experience in an ambulatory setting.
• Recent 6 months of experience navigating insurance portals for authorizations.
• Skills to supervise support staff in clinic/center administration and manage multiple priorities in a fast-paced 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, including training, monitoring, evaluating, and documenting performance.
• Detail-oriented with analytical and critical thinking skills to quickly analyze problems and apply effective solutions.
• Self-starter with the ability to identify improvement opportunities.
• Knowledge and experience with Pulmonary and Sleep decision trees.
• Knowledge of Pulmonary and Sleep subspecialties.