Patient Access Services Supervisor

Job Summary

Under the general supervision of the Patient Access Services Manager, the Patient Access Services Supervisor is responsible for assisting in managing the operational and technical functions of the Admitting offices and other operational areas that include the Surgical Waiting Areas, BCH Emergency Department, Birthing Center, Blood Draw and Pediatric Access Unit. The BCH Emergency Department and Birthing Center are a 24/7-operation area that is staffed by both Sr. Admitting and Principal Admitting Workers. The Supervisor shares the first-line responsibility for the 24/7 operations. All shifts day, evening, and graveyard have to be supported equally one culture, one set of values, and more importantly one operating standard. Responsibilities include staff education and development, provides direction, sets priorities, and analyzes workflow for admitting workers, according to established policies and management guidance. Recommends, develops, and implements new and revised procedures as needed to support operations and promote a smooth patient flow. Major duties within Patient Access Services include registration for all admissions, account financial follow-up, Medi-Cal applications, financial counseling, financial assessment, and cash collections. The incumbent serves as a DNB (Discharge Not Billed) champion and is responsible for monitoring account assignments and staff follow-up. In collaboration with the Pediatric Access Center, oversees the coordination and integration of patient demographic, financial and clinical information to ensure that patients transferred to UCSF are clinically and financially assessed in accordance with practices.

The Patient Access Services Supervisor will have a critical influence on a patients' health care experience in our Medical Center and must act as an ambassador of services. The incumbent is responsible to ensure all patients' needs are met, demonstrate a willingness to learn new skills, and foster a harmonious work environment in which high-quality patient care and customer service are consistently provided. Promote a cooperative working relationship with each other, physicians, other disciplines, and the public by facilitating and enhancing communication, displaying honesty and respect, displaying sensitivity to cultural differences, and expressing and accepting feedback in a professional manner.

The incumbent will function as an Apex power user who can use advanced features of the system to develop patient workflows and collaborate with various departments to resolve issues and ensure patient movement, which is beyond the abilities of "normal" users.

Department Description

Patient Access Services Admissions, Transfer, and Registration functions entail patient admissions, registration, financial screening, counseling and clearance, insurance verification and authorization services, and price estimates for UCSF Health - West Bay. Patient Access Services is organized to provide services on behalf of a wide spectrum of inpatient and outpatient clinical providers and departments and clinics. Patient access services are provided on a 24/7 or extended hour basis covering 18 access points in the West Bay (Parnassus, Mount Zion, and Mission Bay).

In order to protect and preserve the financial assets of UCSF Health, the Admissions, Transfer and Registration operational units must apply sound financial management of inpatient and outpatient insurance and authorization processes as it relates to access to care and to timely and efficient claims submission. Patient service financial clearance responsibilities are attributable to the assurance that greater than 1 billion dollars inpatient care services on an annual basis will be covered by insurance and reimbursed in a timely manner. Responsibility also includes management and oversight of the ADT/Registration Discharged Not Billed (DNB) claim holds, ensuring that timely review and resolution to maintain no greater than $23million (charges), on a weekly basis, held for incomplete information associated with inpatient admissions. Responsible for CCS DNB of no greater than $22 million for inpatient and outpatient services held on a weekly basis.

Integrated Transfer Center operations, Birth Center services, and BMT Financial Analyst functions support quality, clinical service, strategic destination program, and financial interests of UCSF Health across the adult and pediatric spectrums.

Required Qualifications

• Two (2) years of demonstrated supervisory, organizational, and customer service skills to effectively supervise and prioritize the activities of subordinate staff, and to manage the complex workflow and multiple priorities of admissions and registration.
• Five (5) years experience in a health care setting, ideally in patient access or patient financial service setting.
• Strong knowledge of medical terminology, and technical and operational principles of hospital admissions, including concepts, best practices, protocols, quality improvement, technologies, confidentiality issues, HIPAA, and other applicable regulatory policies.
• Strong skills in quality customer service. Interpersonal skills to interact and collaborate effectively with all constituent groups, including patients and families, and clinical and administrative personnel across departments.
• Strong leadership skills to coach, monitor, and strengthen staff performance. Ability to provide a thorough and accurate review of complex subordinate work and to oversee the coordination of ongoing tasks and projects over extended periods of time.
• Strong knowledge of all relevant policies, protocols, regulations, and organizational objectives. Strong critical thinking skills, with the ability to quickly analyze complex problems, determine the appropriate level of intervention, and develop and apply solutions.
• Strong written and verbal communications skills, with the ability to effectively motivate others and to convey complex information in a clear and concise manner.
• Strong computer skills in all relevant hardware, software, and information systems.
• Demonstrated ability to work effectively with all levels of management, as well as with clinical care providers, administrative and business personnel, and other stakeholders on issues related to patient admissions and registration.
• Bachelor's degree in related area and/or equivalent experience/training.
• This position requires flexibility to orient and work at all UCSF Health locations.

Preferred Qualifications

N/A

About UCSF

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.

Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - 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.

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 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.