Clinic Operations Program Manager

FCM-FamMed-ZSFG-General

Full Time

84961BR

Job Summary

The Clinic Operations Program Manager partners with the clinical leadership of the Adult Urgent Care Center (UCC) at Zuckerberg San Francisco General Hospital and Trauma Center (ZSFG) to lead and manage the day to day operations of the clinic, which provides urgent medical care to approximately 2,200 low-income and uninsured adult patients per month. Under the general direction of the Medical Director, the Clinic Operations Program Manager oversees clinic systems, administration, and related processes and protocols of the UCC. The Clinic Operations Program Manager leads quality improvement, quality control, and strategic planning activities enhancing access to medically appropriate care for patients with complex, interdependent, and multi-faceted medical, social, and economic needs. S/he guides and advises teams of diverse medical professionals with respect to performance measures, systemic changes to reach UCC targets, short- and long-term strategies for change management as well as ongoing, continuous quality improvement, all projects impacting patients of UCC and beyond.

In partnership with the UCC Leadership Team, Department of Family & Community Medicine (DFCM) leadership at ZSFG, and ZSFG hospital leadership, the Clinic Operations Program Manager advocates on behalf of the UCC and its patients on inter-departmental and cross-functional working groups, committees, and teams on patient care matters of high complexity and visibility. Stakeholders include internal UCSF and DFCM partners and external stakeholders, such as the San Francisco Health Network, Department of Public Health, Primary Care, Specialty Care, Emergency Department at ZSFG, and community/patient groups, among other partners.

The Clinic Operations Program Manager cultivates a supportive work culture and climate through collaboration, training, and coaching multidisciplinary care teams; patient and provider scheduling oversight; revenue cycle management; facilities and procurement; regulatory/safety procedures and compliance; and continuous quality improvement. S/he develops and implements strategies to promote and increase community awareness of the UCC via various media (e.g., brochures, flyers, electronic platforms, etc., aligned with UCSF brand guidelines). This includes working in collaboration with University Relations on all brand strategy, brand identity, name/logo usage for marketing materials and presentations, including websites, print collateral and advertising.

The final salary and offer components are subject to additional approvals based on UC policy.

To see the salary range for this position (we recommend that you make a note of the job code and use that to look up): TCS Non-Academic Titles Search (https://tcs.ucop.edu/non-academic-titles)

Please note: An offer will take into consideration the experience of the final candidate AND the current salary level of individuals working at UCSF in a similar role.

For roles covered by a bargaining unit agreement, there will be specific rules about where a new hire would be placed on the range.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Department Description

The Department of Family & Community Medicine (DFCM) is engaged in research, teaching, training, service and clinical activities located at seven primary UCSF and leased sites in San Francisco (Parnassus; ZSFG - Buildings 80, 90, 20 and the Main Hospital; Mission Center Building; Laurel Heights; Mission Hall; Lakeshore; and Lakeside) as well as the OSHER Center, Women's Health, and the UCSF Primary Care Practices at China Basin, Laurel Village, and at various local community, national and international research/service/education training and clinical sites. In addition to the Department's Family Medicine Residency Program located at ZSFG, the DFCM has affiliated residency programs in Fresno, Salinas, Santa Rosa, Kaiser Vallejo, and Contra Costa Health Systems. Authority and accountability for the Department reside with the Department Chair who delegates authority to Vice Chairs, the Executive Council, Directors and Chiefs of Service and their Administrators and the Associate Chair of Finance and Administration. The mission of the DFCM is to educate students and residents in family medicine with an emphasis on meeting the needs of the economically disadvantaged and the medically underserved, advance knowledge in family and community medicine and develop methods of primary care that are effective, efficient, and accessible to all people.

The Adult Urgent Care Center (UCC) is a clinical enterprise of the Department of Family and Community Medicine at ZSFG for patients 18 years and older in San Francisco needing same-day urgent medical care for illnesses or injuries that are not life-threatening. The UCC operates daily (7 days a week, 365 days a year). UCC is open 83 hours per week, and is one of the highest volume clinics at ZSFG with about 26,000 annual visits.

The core mission of the UCC is to care for uninsured and low-income adult residents of San Francisco whose urgent care needs are best met by the clinic and provide "the greatest good for the greatest number" of these patients. The UCC provides services to adult patients who are self-referred, referred from San Francisco Health Network (SFHN) clinics, and referred from the ZSFG Emergency Department (ED). The UCC is committed to provide access for all San Francisco residents by eliminating financial, linguistic, physical and operational barriers and provide quality services that treat illness, promote and sustain wellness, and prevent the spread of disease, injury and disability. Authority and accountability for the UCC reside with the UCC Leadership Team (Medical Director, Associate Medical Director, Clinic Operations Program Manager, Department of Public Health [DPH] Nurse Manager, and DPH Administrative Charge Nurse) and the ZSGH Hospital Leadership.

Required Qualifications

• Bachelor's degree in related area or equivalent combination of education and experience / training.
• 3 years of related experience to include but not limited to budgets, clinic operations, processes, program and project management and systems.
• Thorough knowledge of the clinical and operational aspects of ambulatory care clinic practice management including patient care workflows and processes, including practice management experience of at least 3 years. Thorough understanding of medical terminology and maintains a broad range of clinical expertise in theory and best practices of clinic practice area.
• Proven ability to apply knowledge of hospital policies and procedures and related legislative, accreditation, licensing and compliance environments to assess and monitor clinic operations to recommend improvements in clinic processes.
• Excellent communication skills; includes verbal and written, active listening, critical thinking, persuasiveness, advising and counseling skills.
• Strong 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.
• Demonstrated ability to clearly and concisely communicate about clinic operations and advocate for clinic.
• Demonstrated organizational skills
• Ability to perform all commonly applicable functions in the Microsoft Suite, including Access, Excel, Word, PowerPoint. Skills in data management. Ability to teach others
• In-depth knowledge of data analysis, research and reporting, particularly methods used in ambulatory care clinics.
• Problem solving, facilitation and conflict management skill.
• Prioritize personal and team tasks and see projects through from inception to completion on schedule
• Ability to lead and facilitate cross-functional project teams
• Persuasion and negotiation skills

Preferred Qualifications

• 5 years of related experience
• Effectively use knowledge of organization's relevant healthcare and clinic operations information technology, including billing systems and medical record documentation
• Certified Professional Practice Manager

License/Certification

Certified Professional Practice Manager - preferred

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Organization

Campus

Job Code and Payroll Title

004478 AMBUL CARE ADMSTN CRD 3 CX

Job Category

Administrative Support, Project Management

Bargaining Unit

Teamsters Local 2010 - Clerical and Allied Services Unit (CX)

Employee Class

Career

Percentage

100%

Location

San Francisco, CA

Campus

Zuckerberg San Francisco General (ZSFG)

Work Style

Fully On-Site

Shift

Days, Evenings, Weekends

Shift Length

8 Hours

Additional Shift Details

M-F & 8AM-5PM; Occasional Evenings & Weekends