Counseling and Administrative Manager

About the role

The Special Procedures and Abortion (SPA) Clinic for the SFGH Division of the UCSF Department of Obstetrics, Gynecology, and Reproductive Sciences seeks a Counseling & Administrative Manager to oversee and provide trauma-informed, patient-centered abortion and gynecology care.

Responsibilities

• Manages the clinical and operational functions staff.
  • Recommends allocation of staff, space, equipment, and other resources to optimize the delivery of clinical services.
  • Implements quality improvement systems and metrics to optimize workflow, staffing, improve patient experience, and reduce waste.
  • Liaison to other hospital departments (e.g., Biomedical Engineering, EVS, Facilities, Forms Committee, HIM, IT/IS, Pathology, Point of Care Testing, Privacy Office, Regulatory Department, Risk Management, Sterile Processing); represents the clinic on taskforces, committees and hospital initiatives; responds to internal and external requests; problem-solves.
  • Develops new programs, reviews technology improvements, designs quality improvement projects, patient safety initiatives, clinic security protocols, etc.
  • Ensures compliance with internal UCSF and San Francisco Department of Public Health (SFDPH) policies and external regulations.
  • Prepares the clinic and staff for regulatory visits from bodies such as the Joint Commission, CMS, California DPH, Environment of Care, and National Abortion Federation.
  • Represents the clinic to regulatory personnel during visits and works with clinic leadership to develop, implement, monitor, and report on plans of correction.
  • Liaison to professional organizations and research studies.
• Trains and oversees the work of Social Work Associates who schedule appointments, provide decision assessment and counseling and health education, and who provide emotional support to patients during abortions.
  • Trains and supervises the team’s work in supporting physicians and nurses during procedures, performing clinic set-up and break-down, decontamination, processing specimens, and high-level disinfection.
  • Responsible for employee recruitment, onboarding, staff development, scheduling, timekeeping, performance evaluation, progressive discipline, and employee relations.
  • Works collaboratively with Labor Relations on bargaining unit issues and contract negotiations at the local level.
• Provides support in challenging situations with patients, families, and support people, such as pre-/de-escalation, service recovery, intimate partner violence, child abuse, trafficking, mental illness, substance use, privacy concerns, and reproductive coercion.
  • Supports the front desk team with complex insurance and authorization issues and is the liaison to abortion funds, including their financial and logistical support functions.
  • Provides direct care to patients in more complex cases.
  • Oversees mandatory reporting for children and adults; coordinates crisis intervention, forensic specimens for law enforcement, mortuary disposition, genetic testing and patients past our gestational limit.
• Researches and prepares proposals for facilities expansion, satellite development, construction, space planning, capital equipment requests, and staffing needs.
  • Procures disposables and instruments through requisition process in compliance with DPH policies and procedures.
  • Maintains Periodic Automatic Replenishment (PAR) levels.
  • SUBMIT AND TRACK WORK ORDERS FOR BIOMEDICAL ENGINEERING, FACILITIES AND TRADES, IT/IS AND EVS; OVERSEES INVENTORY; MAINTAINS DATABASE OF ALL EQUIPMENT AND RESPONDS TO REQUESTS FOR INFORMATION.
• Promotes a workplace culture with a focus on meeting or exceeding patient service standards.
  • Develops an environment that encourages creativity, efficiency, engagement, quality of care, safety, and innovations in operations.
  • Works with clinical educators and clinic leadership to evaluate staff members’ core competencies annually.
  • Works with clinic leadership to facilitate monthly All-Staff meetings, monthly Counselor meetings and Annual Updates.
  • SUPPORTS MEDICAL EDUCATION, INCLUDING COORDINATING MEDICINE LEARNERS’ OBSERVATION OF COUNSELING, TEACHING EMOTION SKILLS, AND INTERDISCIPLINARY CONSULTATION ON DIFFICULT CASES.

Qualifications

• Bachelor's degree in any area and / or equivalent combination of experience / training.
• Three years of clinic / center management experience, with expertise in practice management, scheduling, customer-service methods, incident reporting, regulatory compliance, accreditation requirements, and information technology.
• Three years of experience counseling in the setting of abortion care, family violence, substance use and/or mental health.
• 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 and financial management, quality improvement, program planning and implementation, recruiting and hiring, employee relations, and performance management.
• Strong written, verbal, and interpersonal communications skills to convey complex information, instructions, and guidelines in a clear, concise, and specific manner, and to influence and persuade all levels of staff.
• Knowledge of relevant healthcare and clinic operations information technology, including billing systems and patient care workflows and processes.
• Highly experienced with organization-specific and University computer applications, including Microsoft Office (Word, Excel, PowerPoint, and Outlook) and experience with or demonstrated ability to quickly learn systems, such as MyTime and electronic medical records systems such as Epic.
• Strong ability to use discretion and maintain confidentiality, particularly in handling sensitive patient and employee information.
• Ability to function independently in situations with ambiguity, exercising sound judgment and knowing when to escalate issues to senior leadership.
• Demonstrated ability to participate in and/or lead planning and coordination of projects, including managing tasks, timelines, resources, and budgets.

Preferred

• Master’s degree in related field.
• Demonstrated knowledge of relevant regulatory requirements, as well as related legislative, accreditation, licensing, and compliance environments.
• Bilingual in Spanish or Cantonese.