Administrative Manager

Job Summary

Manages the operations of healthcare clinic(s) or center (s) to include fiscal, human resources, and practice management operations.  Oversees all aspects of clinic operations including:

• handles patient complaints and partners with Patient Relations,
• participates in the development of standard work for clinic operations (patient checkin, insurance verification, video visit rooming, in person rooming, room stocking, forms completion, etc), trains staff and deploys standard workflow,
• fully accountable for recommending new staff positions, posting, hiring, evaluating and professional development,
• serves as management lead in the development of policies, procedures, or workflows that will then be implemented across all four DGIM practices,
• plans, conducts, and follows up on action items from unit meetings,
• establishes the overall and day-to-day pairing of flow managers and providers, schedules staff to support providers each day, manages call-outs and collaborations with other managers on sharing staff across floors to maximize resource deployment,
• tracks and improves data in support of strategic goals including TrueNorthGoals and IAP goals. 
• Conducts on-going assessment of staff engagement via the Trot survey and uses that data to make changes that improve year-over-year STEP and Gallup survey results,
• Tracks and manages FTE and RVU production to ensure financial viability of the practice, 
• Conducts observations of staff to coach on adherence to standard work and identify opportunities for improvement.

Department Overview

Department of General Internal Medicine (DGIM) delivers care to approximately 26,000 patients.  DGIM has three floors over two buildings on the Mount Zion campus.  DGIM delivers primary care to these patients as part of a larger UCSF primary care service line.

Required Qualifications 

• Bachelor's degree in related area and / or equivalent combination of experience / training.
• 3-5 years of healthcare management experience in a primary care setting, with progressive expertise in practice management, scheduling, customer-service methods, incident reporting, regulatory compliance, accreditation requirements, insurance and DME authorization processes and information technology.
• Proven ability to organize, manage multiple priorities, and delegate work functions efficiently.
• Demonstrated managerial skills and human resources management knowledge, including staff deployment, resource utilization, budgeting and financial management, quality improvement, and program planning and implementation.
• 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.
• Knowledge of relevant healthcare and clinic operations information technology, including billing systems and patient care workflows and processes.
• Demonstrated knowledge of relevant regulatory requirements, as well as related legislative, accreditation, licensing, and compliance environments.