Job description

Job Summary

The Clinic Resource Manager will be responsible for managing all clinic schedules of the Department of Orthopaedics at the Orthopaedic Institute and all satellite locations. The position will also have responsibility for the Parnassus Spine Ortho Call Center. This position will lead and provide support and guidance to schedulers. The Clinic Resource Manager will ensure compliance with departmental standards related to scheduling and authorizations and the intake referral process. This position will be responsible for developing analytical tools to trouble shoot problems and monitor performance in real time through the ACD and retrospectively utilizing metrics and reports of self-scheduling , access within 5, 7 and 14 days, abandonment rate, service level and other analytical performance metrics. The goal of this position is to grow the practice in terms of clinic visits and subsequent tangential growth through enhancing schedules, creating efficiency, accurate and appropriate triage and ensuring timely access for our patients. The manager is responsible to implement technological solutions that will enhance patients’ ability to access our clinics in a timely manner.

Manages clinic call center operations, spanning over 50 multiple providers who practice in different locations, clinics and / or practices. Subordinates include staff involved with professional operational functions. Oversight of administrative areas such as practice revenue management, billing systems and procedures, facilities and safety procedures, registration, new patient coordination, scheduling, medical records retrieval and maintenance, insurance authorizations. Responsibility for multiple locations. May oversee other clinic staff in absence or in collaboration with other clinic management team.

Department Description

The Department of Orthopaedics at UCSF is comprised of the Orthopaedic Institute, which has 39 clinic exam rooms, 5 surgical suites, 2 procedure rooms, Pre-Op and PACU, diagnostic radiology, MRI, Human Performance Center and a multidisciplinary approach to musculoskeletal care. The Department of Orthopaedics also has satellite locations at Berkeley Out Patient Center, San Mateo/Redwood Shores, Terra Linda and other future locations as we grow our practices with outreach to the community and partnerships with our affiliates. The Ortho Spine Center is located at 400 Parnassus, 2nd Floor which has 18 exam rooms and three radiology rooms. We care for patients across the age span, including Pediatric Orthopaedic practices at Benioff Children’s Oakland, Mission Bay and pediatric satellites.

Required Qualifications

• High School graduate, prefer Bachelor’s degree in related area and / or equivalent combination of experience
• 2 years of Call Center relevant experience
• Proven ability to organize, manage multiple priorities, and delegate work functions efficiently.
• 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. Strong analytical and critical thinking skills, with the ability to quickly analyze problems, determine appropriate level of intervention, and develop and apply effective solutions.
• Knowledge of relevant healthcare and clinic operations information technology, including billing systems and patient care workflows and processes. Strong knowledge of business software and specialized applications and data management systems used in clinic / center operations.
• Demonstrated competence in MS Office: Word, Outlook and MS Excel.
• Functions as a contributing member of a team in individual practice sites as well as at the Departmental level. Strong interpersonal skills for effective collaborations with all levels of management and staff, consultants, and outside agencies.
• Perform other duties as required
• This position requires flexibility to orient and work at all UCSF Medical Center locations.
• Demonstrated skills in conflict management and facilitation.
• Demonstrated analytical problem-solving skills.

Preferred Qualifications

• Bachelor's degree in related area and / or equivalent combination of experience / training.
• Clinic / center management experience, with progressive expertise in practice management, scheduling, customer-service methods, incident reporting, regulatory compliance, accreditation requirements, and information technology.
• Demonstrated managerial skills and human resources management knowledge, including staff deployment, resource utilization, budgeting and financial management, quality improvement, and program planning and implementation. Organizational skills to effectively supervise staff and to manage the complex workflow and multiple priorities involved with clinic / center administration.
• Competent at representing department at high level meetings with Department Chair and Chiefs of Service
• Previous Supervisory Experience.
• Experience as a trainer.
• EPIC trained
• Orthopaedic knowledge and experience
• Prefer Medical Assistant or LVN experience

Job Type: Full-time

Pay: From $45.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• San Francisco, CA 94143: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Call Center: 2 years (Preferred)
• Supervising experience: 1 year (Preferred)
• EPIC: 1 year (Preferred)

Work Location: One location

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