Operations Support Manager, Ambulatory Care - 123605

The Regional Practice Manger for Ambulatory Care for Neurological Surgery supervises clinic operations, spanning multiple providers, clinics and/or practices. Subordinates include staff involved with professional operational functions. Oversight of administrative areas such as practice revenue management, billing systems and procedures, facilities and safety procedures, registration, new patient coordination, scheduling, medical records storage and maintenance, insurance authorizations and patient experience initiatives. May also supervise patient support staff such as medical assistants or LVNs.

Key Responsibilities:

• Supervises and may also schedule staff in the coordination of daily operations and activities of clinic operations.
• Proposes changes or new procedures to improve operational efficiencies.
• Oversees activities such as medical reception, patient registration, insurance authorization, scheduling, data entry, and responding to patient concerns.
• Ensures work is completed in a timely manner and in compliance with internal standards and external regulations.
• Assures compliance with a broad range of external regulatory requirements.
• Interprets implications of requirements for practice setting and provides staff with updated information and changes to procedures.
• Ensures ongoing regulatory rounding is completed, participates in rounding and ensures resolution to identified deficiencies.
• Evaluates subordinate staff and participates or decides on hiring, salary actions, disciplinary actions, performance ratings, and other human resources matters.
• May make recommendations to change job descriptions, classifications or propose reorganization of a unit.
• Assures thorough orientation and training of all staff.
• Provides orientation and training to professional staff.
• Updates and maintains thorough, accurate, and current training materials and programs.
• Monitors staff and coaches as needed to assure work is performed in adherence to patient service standards, internal policies, external regulations and quality / quantity expectations.
• Develops and implements policies and procedures for patient reception, scheduling, medical record filing and traffic flow in order to ensure consistently prompt, effective service to patients and visitors.
• Implements systems to be consistent with policy and external requirements.
• Participates on quality improvement teams developing new plans and programs to increase the efficiency of operations and improve integration of diverse clinic/center functions.
• Resolves escalated issues and serves as a resource in areas under supervision.
• Participates in developing quality improvement programs and ensures effective implementation and monitoring.
• Evaluates and ensures resolution to incident reports across a broad range of issues, such as privacy, safety, or customer service.
• Ensures appropriate training, certification, and access for staff use of all applicable IT systems and applications.
• Coordinates IT assistance to resolve issues.
• Keeps abreast of security protocols and new regulations; disseminates to staff and providers.
• Participates in medical center and IT workgroups regarding, but not limited to, implementation of IT solutions to improve practice operations.
• Performs or supervises revenue management functions, such as auditing for quality and compliance, educating providers in coding requirements and recommending system improvements.
• Works with billing and registration staff to improve services and trains on new policies and procedures.
• Ensures facilities are well-maintained and coordinates with Facilities and/or Environmental, Health and Safety as needed.
• May oversee facility renovation projects for assigned clinic/center areas.
• Conducts facilities rounding.
• Monitors and ensures that fiscal and material resources are managed according to budgetary parameters across assigned clinic(s) or center(s).
• Actively participates in budgeting and drafts proposals for capital projects.
• Functions as a resource and role model for staff in handling patient issues and concerns.
• Coaches and empowers staff to respond to patient issues according to established customer service guidelines and standards.
• Evaluates patterns in regards to customer service and develops, proposes and implements policies and procedures for improvement.
• Serves as a liaison and or service line facilitator for the development of new and or additional clinics in our region.

• A Bachelor's Degree in related area; and/or equivalent combination of experience/training.

• Five (5+) or more years of relevant experience.

• Three to five (3 - 5) years or more of Ambulatory Care supervisory or leadership experience.
• Current HA IV classification.
• LVN, MA, and or RN experience.
• Previous electronic medical record experience. EPIC strongly preferred.
• Experience managing multiple clinic locations simultaneously.
• Experience in Neurosurgery or Neurosciences.
• Experience managing external relationships or partnerships with referring providers or centers.

• This is a regional position and the current work location is North County San Diego, but may require travel to other regions.
• Must be able to work various hours and locations based on business needs.
• Employment is subject to a criminal background check and pre-employment physical.

Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.

UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!

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