Supervisor Patient Access Services

    December 18, 2020
    San Francisco, California
    Job Type


    We are seeking candidates for a SUPERVISOR, PATIENT ACCESS SERVICES  opportunity in San Francisco, CA

    At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what is 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. as seventh 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.

    Under the general supervision of the Patient Access Services Assistant Director, the Patient Access Services Supervisor is responsible for assisting in managing the operational and technical functions of the Admitting workers located in the Parnassus Emergency Department. The Emergency Department is 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 other departments within Patient Access Services, 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 to 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 are beyond the abilities of “normal” users.

    ABOUT THE DEPARTMENT: 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).
    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 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 in patient 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.

    Minimum of five (5) years’ experience in a health care setting, ideally in a patient access or patient financial service setting
    Minimum of 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

    Bachelor's degree in related area and / or equivalent experience / training
    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 thorough and accurate review of complex subordinate work and to oversee 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 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
    Flexibility to orient and work at all UCSF Health locations


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