Ambulatory Care Administrative Coordinator 3

About the role

The Ambulatory Administrative Coordinator, under the supervision of the Administrative Director of the Department of Neurological Surgery-Spine, will work independently and have primary responsibility for the day-to-day oversight of administrative support services provided to faculty and patients for the Parnassus Campus Spine Center at UCSF, ranked #3 best neurosurgery program in the nation by US News. This role serves a large population of cranial, spine, and neuro-oncology patients, offering world-class care and supporting highly trained, world-renowned physicians.

Responsibilities

• Clinic Practice Oversight, Coordination, and Communication (35%)
  • Coordinate the front-end of clinic practice, including timely patient check-in and compliance with UCSF Medical Center consent and terms of service agreements.
  • Act as a resource for the back-end of clinic practice, providing solution-oriented advice for patient service needs and facilitating patient check-out.
  • Oversee and coordinate appointments with providers, ensuring staff are well-trained and work is completed efficiently.
  • Discuss practice policies and procedures with patients and referring physicians; escalate problems to the Manager or faculty as needed.
  • Answer questions about provider schedules and serve as a resource to other medical center practices and ancillary service administrative staff.
  • Assist providers in creating and modifying on-call schedules.
  • Develop and maintain patient education and information materials, including web content.
  • Maintain the program’s voicemail and email communication, patient database, and provide reports as requested (e.g., utilization and outcomes information).
  • Coordinate communication among patients and providers; collaborate on the development of patient forms and ensure approval through UCSF Medical Center’s Forms process.
  • Oversee the implementation of new forms and patient materials.
  • Build, implement, and maintain contracting for outreach development workshops for spine education.
  • Provide ongoing problem resolution for staff-related, patient-related, and physician-related incidents.
  • Maintain and improve language interpreting services for patient and provider needs.
  • Serve as the point-person for physicians and patients regarding disability, work-related forms, and leave of absence paperwork, including state disability forms.
  • Initiate and maintain an online EDD program for physicians; provide academic assistance on a per-project basis.
  • Compile and analyze monthly Press Ganey satisfaction reports and EMMI reports.
  • Assist in the onboarding of new physicians, including license verification, reimbursement assistance, and marketing to outside facilities.
• Administration (45%)
  • Provide leadership and guidance to support staff and medical assistants.
  • Prepare documentation for new hires, department orientation, and provide training and competencies.
  • Participate in candidate interviews.
  • Set performance standards, encourage efficient and productive work, and take corrective actions as needed.
  • Address conflict resolution through appropriate intervention.
  • Train support staff and medical assistants.
  • Provide coverage for the Neuro-Spine Practice Manager when they are out of the office.
• Clinic Improvement and Compliance (10%)
  • Implement new clinic initiatives, identify challenges to strategic goals, and propose solutions.
  • Improve clinic quality, particularly regarding teaching and patient experience.
  • Respond to common patient concerns and escalate sensitive situations as necessary.
  • Design, implement, and evaluate quality, service, production, and operational improvement reports.
  • Review documentation to ensure accurate coding of diagnoses, procedure codes, and modifiers.
  • Conduct periodic chart audits to verify complete and accurate documentation and analyze performance.
  • Support incident reporting by escalating privacy, safety, or customer service incidents and document material facts.
  • Ensure required data and statistics are documented to maintain compliance with internal and external standards.
• Space and Inventory Management (5%)
  • Monitor space and physical inventory, reporting requirements, and coordinate repairs with the facilities manager.
  • Engage service providers for space and equipment upkeep; serve as a liaison with outside service providers, including repair firms, suppliers, and custodial services.
  • Address ergonomics and safety issues; coordinate vendor contracting.
• Perform other duties as assigned by the manager or director.

Requirements

• Bachelor’s degree in a related field and/or equivalent experience/training.
• Thorough knowledge of clinical and operational implications of medical billing practices, including coding, billing systems, and documentation requirements.
• Knowledge of ambulatory care clinic practice management, including patient care workflows and processes.
• Thorough understanding of medical terminology and specialized clinical knowledge of the clinic practice area.
• Minimum of 3 years of experience in a medical office environment.
• Minimum of 2 years of experience with leadership and staff development (preferred).

Skills

• Excellent communication skills, including active listening, critical thinking, and the ability to clearly and concisely convey clinic content, rules, and regulations.
• Strong interpersonal skills; ability to work productively with individuals regardless of background, demonstrating empathy and awareness of impact on others.
• Ability to work well as part of an administrative team with a customer service orientation toward co-workers, faculty, and researchers.
• Proficiency in Microsoft Suite and data management; ability to use relevant healthcare and clinic operations information technology, including billing systems and medical record documentation.
• Thorough knowledge of data management and documentation methods used in ambulatory care clinics.
• Ability to lead and follow as appropriate for the situation; strong interpersonal judgment and discretion.
• High degree of independence, initiative, assertiveness, and diplomacy in dealing with faculty, staff, and patients in a complex environment.
• Ability to prioritize multiple tasks, meet deadlines, and see projects through to completion.

Benefits

To learn more about the benefits of working at UCSF, including total compensation, please visit: UCSF Benefits.