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 the number one hospital in California - and among the top five 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.
Department Description
The Orthopaedic Institute offers world-class orthopedic care, including state-of-the-art equipment and technology. Our experts, who are some of the nation's most experienced orthopedic specialists, treat a wide range of musculoskeletal conditions.
They provide care to relieve pain and improve mobility so patients can return to their highest level of performance and enjoy a healthy, active life.
Job Summary
Under the general supervision of the Clinical Operations Manager, the Clinical Operations Supervisor will work independently and have primary responsibility for the supervision of administrative/clerical and clinical staff of the orthopedic practices (Sports Medicine, Hand, Foot /Ankle, Spine, Arthroplasty and any other subspecialty activity) at the Orthopaedic Institute.
The Clinical Operations Supervisor will be responsible for supervising the operational, human resource and administrative tasks of the Practices. The Clinical Operations Supervisor must have the ability to perform and prioritize multiple tasks and work well with staff, patients and providers. A high degree of independence, initiative, assertiveness, and diplomacy are necessary in dealing with faculty, staff and patients in a complex environment. The practices are located on the 2nd and 4th floors at 1500 Owens Street.
Required Qualifications
- Two to three years medical office/center or related experience
- High School diploma or equivalent
- Experience with complex scheduling, insurance verification and/or financial counseling in a health care environment
- Superior organization, interpersonal, problem solving, verbal and written communication skills
- Excellent customer service and communication/interpersonal skills, both over the telephone and directly. Proven ability to deal with a wide variety of individuals; Ability to deal sensitively and effectively with patients
- Ability to use good judgment and work independently, at times under the pressure of deadlines
- Ability to analyze complex and non-routine issues with creative solutions, operate effectively in a fast paced environment and respond to change with flexibility to meet the demand of multiple deadlines
- Proven advanced level computer skills with MS Office-type software programs (including Outlook, Word, Excel, PowerPoint)
- Ability to assess situations prioritizes workload, develop solutions and make recommendations
- Demonstrated administrative, office coordination, project management expert
- Medical Terminology experience
- The flexibility to orient and work at all UCSF Medical Center locations
Preferred Qualifications
- BA/BS Degree with a major in business administration, health care administration or related field, and two years of progressively higher executive administrative experience; or equivalent combination of education and experience
- Supervisory experience in operations and, or, customer service
Licensure/Certification
Living Pride Standards
Service Excellence
- 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.
Work Environment
- 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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