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 seventh 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.
Applies extensive knowledge of ambulatory care clinics' clinical and operational practices to improve access efficiency and productivity. This role will report to the Director of Patient Care Access and will interact with dozens of administrative and clinical practice leaders across the organization.
The position will be responsible for overseeing the development, implementation and monitoring of access action plans across ambulatory clinical practices. The role will support practices with access initiatives such as: workflow assessments and optimization, provider capacity planning, access data analysis, and other supporting processes intended to improve timely access to care.
The administrator together with the director, will hold management responsibility for access improvement initiatives and commitments, reporting and projections, and ongoing analysis of improvement opportunities and threats. Additionally, the role will act as project manager for various projects of large scope of high degrees of complexity related to access and strategic growth.
Administrator must have the ability to perform and prioritize multiple tasks and work well with managers, staff, and providers. A high degree of independence, initiative, assertiveness, and diplomacy are necessary in dealing with faculty, staff and patients in a complex environment. Customer service will be a focal point of this role.
- Three years of relevant work experience
- Bachelor's Degree in related area and / or equivalent experience / training
- Advanced knowledge of the clinical and operational implications of ambulatory care clinic practice management including patient care workflows and processes
- Proven ability to apply knowledge of medical center policies and procedures and related legislative, accreditation, licensing and compliance environments to assess and monitor clinic operations to recommend improvements in clinic processes
- Advanced communication skills; includes verbal and written, active listening, critical thinking, persuasiveness, advising and counseling skills; demonstrated ability to clearly and concisely communicate about clinic operations and advocate for clinic
- Advanced interpersonal skills; skills to work collaboratively; coordinate and integrate with others throughout the organization; successful experience working with people with a wide range of backgrounds and skills
- The flexibility to orient and work at all UCSF Health locations
- Advanced organizational and complex project management skills; ability to lead a team, prioritize personal and team tasks and see projects through from inception to completion on schedule; exceptional customer service, analytical, planning, problem-solving, interpersonal and team-building skills; ability to effectively persuade and negotiate results in complex situations
- Ability to perform all commonly applicable functions in the Microsoft Suite; skills in data management; advanced knowledge of organization's relevant healthcare and clinic operations information technology, including billing systems and medical record documentation; ability to teach others
- Advanced knowledge of data analysis, research and reporting, particularly methods used in ambulatory care clinics
- Familiarity with Lean management system or other process improvement framework
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.
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