Under the general supervision of the Patient Access Services Director, involves the administrative services and operations for patient admissions, registration, ED, Surgical Waiting Room and Lab registration and reception services, Birth Center and Integrated Transfer Center admissions, patient financial screening, counseling and assistance services and price estimates/quotes. In accordance with federal, local, and internal standards, policies, and regulations. Typically includes operations, fiscal management, program planning and / or external marketing activities. Management oversight includes 24/7 staff and operations and extended hour staff and operations.
The Assistant Director, Admissions, Financial Counseling and Transfer Center manages the Patient Access and business operations of UCSF Health West Bay patient access services locations and services encompassing 18 separate points of patient access and 24/7 and extended hour operations. S/he is responsible for managing day-to-day operational, financial, human and other resource management, and strategic planning. S/he has the clinical and administrative responsibility for developing and maintaining a high standard of patient access to care and the patient financial experience. The Assistant Director will inform, design and construct ADT and patient access workflows and oversee the implementation of optimization of the electronic medical record (EMR) and other systems unique to the patient access services operations and to the medical center. Working in conjunction with the admitting and referring providers, nursing, care transitions professionals and key administrative staff to include the Pre-Access Operations, Hospital and Medical Group Contracting Services, Patient Financial Services, Patient Relations, Compliance, Regulatory and Privacy teams, the Assistant Director will design and be instrumental in workflows and processes to ensure effective and optimal patient experience and patient flow. Working in conjunction with the Director, the Assistant Director will adopt existing policies and procedures and develop customized procedures and programs that respond to changing health care coverage and reimbursement requirements and to individualized patient qualities and needs.
- Minimum of seven (7) years healthcare management experience
- Bachelor's degree in related area and / or equivalent combination of experience / training
- Strong patient admissions, ED, registration, financial counseling management experience, with progressive expertise in department management, staff scheduling, customer service methods, incident reporting, regulatory compliance, accreditation requirements, information technology, and the policies, principles, best practices, and standards involved with effective patient access services administration
- Excellent skills in successfully managing patient access services functions. Skills to develop strategic plans, create benchmarks, integrate systems and fiscal management.
- Excellent and advanced managerial skills and human resources management knowledge, including staff deployment, resource utilization, budgeting and financial management, quality improvement, and program planning and implementation.
- Excellent and advanced communications skills to convey complex information clearly and concisely to all levels of staff, management, and outside agencies, with the ability to motivate, influence, and persuade others
- Strong knowledge of relevant healthcare and admissions/registration operations information technology, including revenue cycle and billing systems and patient access to care workflows and processes
- Strong knowledge of relevant regulatory requirements, as well as related legislative, accreditation, licensing and compliance environments
- The flexibility to orient and work at all UCSF Medical Center locations
- Master’s degree in Healthcare Administration, Public Health or Public Administration strongly preferred
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.