Administrative Clinic Supervisor

Involves the administrative services and operations for health care clinics or centers, in accordance with federal, local, and internal standards, policies, and regulations. Typically includes operations, fiscal management, program planning, and / or external marketing activities. Management levels may include oversight of clinical patient care. (Note, when primary focus is patient care, see Ambulatory Patient Care Services job function.)

Reporting to the Dental Clinics Manager, the OMFS Supervisor will be responsible for supervising services, staff and synchronization of the operational services for the OMFS Clinics to include (Oral and Maxillofacial Faculty Clinic and Oral and Maxillofacial Surgery Student Clinic. The incumbent will perform the supervision of patient reception, scheduling, surgical scheduling, block time management and support, data, analytical and workflow collaborations with Perioperative partners, staffing, and clinical oversight and will ensure patient-centric access services are delivered smoothly and efficiently.

Under the direction of Dental Clinics Manager, as well as collaborating with the department chair and leadership, the OMFS supervisor will assist in management decision and strategic planning as it relates to the implementation of departmental policies and procedures and will provide analysis in a variety of complex situations encompassing all areas of responsibility. They will also work with the Dental Center Back Office and the Patient Billing Unit to enhance billing workflows/procedure across OMFS Clinics.

The OMFS Supervisor will serve as a liaison between faculty, residents and staff, and will collaborate with Dental Center leadership to identify and proactively mitigate issues which create barriers to clinics access and patient flow. The supervisor will be responsible for creating and maintaining a goal-oriented climate of cross-team collaboration for effective problem solving, conflict resolution, support for organizational values and standard work.

Department Overview

The Department of Oral and Maxillofacial Surgery is an exciting academic and clinical enterprise, the role of which is teaching and practicing the diagnosis and treatment of localized and systemic oral diseases and developmental conditions and advancing knowledge about them.

The UCSF School of Dentistry is committed to providing outstanding, integrated patient-centered care, preparing the next generation of clinicians and scientists for a rapidly evolving health care system, leading the world in scientific discovery and its translation into improved patient care and public health, creating and maintaining a supportive work and learning environment that attracts the best faculty, staff, students and trainees who can meet the changing needs of the School, society and profession, and optimizing resources to support strategic objectives and maximize stakeholder value.

We provide comprehensive oral health care services with over 120,000 patient visits per year. We offer a four-year DDS program as well as a two-year program for international dentists that culminates in the DDS degree. We have numerous specialty residencies, PhD and Master's degree programs in Oral and Craniofacial Sciences, a combined DDS-PhD program, and a combined PhD-dental specialty training program. Other graduate programs include Craniofacial and Mesenchymal Biology and Bioengineering, and a DDS/MBA program. The School is one of the preeminent oral and craniofacial research enterprises in the world, ranking number one in National Institute of Health funding for 24 consecutive years.

This position is in the Department of Oral and Maxillofacial Surgery which has clinics that perform both dental and medical procedures. This position provides general supervision to the Oral and Maxillofacial Surgery Faculty Clinic, and the Oral and Maxillofacial Surgery Student Clinic. The Clinic Supervisor provides immediate supervision to the front desk functions including registration, check-in, scheduling, answering phone calls and customer service. The Clinic Supervisor works cooperatively with the Billing Supervisor and Back Office Supervisor to ensure operations run smoothly.

This OMFS Supervisor 2 role is a reclassification from Supervisor 1 given the pronounced growth of the Oral Surgery Department (OMFS) and the level of responsibility and complexity of this role as compared to FY23 and before.  Since FY23, OMFS has grown over 10% in visits, cases, and procedural volumes leading to a greater complexity and volumes of visits, procedural and case scheduling oversight. OMFS OR locations have also grown including Bayfront ORs and this supervisor is required to be engaged in enterprise perioperative management and reporting efforts on a weekly basis that was not required in the prior Supervisor 1 classification. The Supervisor now manages front desk, surgical scheduling, authorization, front end revenue cycle, and 2 clinic sites at 513 Parnassus and 707 Parnassus. 

In most cases, in the Dental Center when a supervisor has more than 1 clinic site, they are made a Supervisor 2 given the need for delegation and management oversight they must have for managing clinics where they are not always located in person. This level of multi-site oversight requires knowledge and savvy for creating policies, standard works, using dashboards and metrics to review productivity, and implementing True North and LEAN at multiple sites while managing their teams and ensuring high level support for the faculty and providers at these sites. This level of managerial sophistication, and engagement, and that OMFS has grown materially over the past few years, is just cause for reclassifying this position into Supervisor 2 and ensuring we make the position attractive to a high performing candidate pool and set the hire up for success.

Clinic Management

Supervises and schedules staff in the coordination of daily operations and activities of clinic and surgical 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

• Monitors daily operating activities of the OMFS Clinics practice such as workload, staff productivity and prepares reports to effectively plan future practice resources,
• Monitors all scheduling systems to achieve efficient utilization of provider time; meeting and exceeding production goals, confirming patient appointment; implementing patient online access and providing continuity of care.
• Identifies and analyzes performance trends, recommends and implements process improvements.
• Monitor OR scheduling to achieve efficient utilization and coordinate with other UCSF department with OR blocks
• Serve as a liason and attend UCSF Surgical Specialties Meeting to report OR utilization and provide updates
• Routine collaboration with enterprise parnters and colleagues (e.g. Perioperative scheduling and clinic leaders) to advocate for OMFS service and its growth and quality
• Regularly communicates with providers and office staff in order to identify and resolve problems, including ensuring adequate coverage for staff absence due to illness, vacation, emergencies, etc.
• Communicates with providers/staff and referral sources to facilitate and expedite needs of care and foster growth of the practice.
• In collaboration with the Clinical team supervisor, creates staffing schedules to support patient care needs as well as residents and staff needs and provides adequate clinical staffing at peak times during regular clinic hours
• May coordinate support activities in a dental clinic, such as arranging and scheduling patient appointments, assigning patients to providers, maintaining patient records.
• Monitor ACD phone dashboard and reports to ensure practice staff is meeting the phone standard and performance expectations.   
• Assist and coordinate staffing coverage to handle OMFS calls with call center 
• Triages questions pertaining to insurance and billing to the Patient Billing Unit and acts as a resource to other medical center practices and ancillary service administrative staff.
• Oversees the implementation of change initiatives while maintaining service levels and the highest levels of employee morale and productivity.
• Responds to patient queries and issues and ensure patient satisfaction.
• Maintains an inventory of equipment and supplies used in the OMFS clinics.
• Nurture the patient relationship to encourage patient retention and contribute to the development of a patient-focused environment.
• Provides backup for team members as needed and other special projects as assigned.

Managing teams

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. 

• Is a positive role model and leader for teams under management and in the inaction with partners within the Dental School and UCSF 
• Responsible for the oversight, scheduling and performance of OMFS Clinics registration/front desk area and procurement teams.
• 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. 
• Enables escalations when these are validated by benchmarks, data and evidenced based improvements 
• 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.
• Coaches staff to increase knowledge and skills to provide excellent service to customers. Identifies variances in performance and develops appropriate action plans.
• Trains and rotates office staff through various duties to ensure cross-coverage in all job areas.
• Delivers regular, relevant job feedback to direct reports. 
• Sets and communicates clear performance expectations and conduct correct actions in a timely manner.
• Identifies organizational career paths for employees.
• Evaluates performance in a fair and consistent manner and timely as dictated by UC policy and/or collective bargaining agreements.
• Provides appropriate and consistent learning and development opportunities.
• Promotes a climate of effective teamwork, communication, and collaboration. Communicates regularly with management on practice activities and on pertinent operational or human resources issues.
•  Consults with clinic manager on developing, implementing, and evaluating strategies for performance improvement.
• Ensures staff comply with all policy, processes and required training for the role.
• Holds regular staff meetings; promotes a culture of positivity, teamwork and inclusivity.

Compliance and conflict management

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.

• Coordinates the needs of providers and serves as liaison between providers and support staff to mediate and solve problems as necessary.
• Ensures productivity, patient experience and qualitative standards are met by direct reports.
• Resolves escalated issues and serves as a resource in areas under supervision. Evaluates and ensures resolution to incident reports across a broad range of issues, such as privacy, safety, or customer service. Assists with challenging and / or complex patient care interactions / issues and resolves patient issues in accordance with UCSF and Dental Center policies and procedures.
• 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 PRIDE values.
• Oversees risk management in ensuring compliance with required reporting to regulatory entities.

Quality Improvements initiatives

Initiates and develops processes that incorporate continuous improvement.

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.

Leads True North Quality Improvement and Continous Improvement initiatives towards annual enterprise goals

Ensures work is completed in a timely manner and in compliance with internal standards and external regulations. 

• In collaboration with Clinic Manager, 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. Writes standard works to lock in process improvement implementations..Participates on quality improvement teams developing new plans and programs to increase the efficiency of operations and improve integration of diverse clinic / center functions.
• Manages True North, lean improvements and leads True North and lean in OMFS.  Routinely presents updates and ensures continuous improvements with UCSF True North lead methods and management system.
• Evaluates patterns in regards to patients service and develops, proposes and implements policies and procedures for improvement.
• Works with Dental Center Patient Biling Unit  and registration staff to improve services and trains on new policies and procedures.
• Monitors queue numbers to ensure service levels are being met daily to include, call quality, handle time and schedule adherence.
• Assists with putting standards in place to establish accountability and best practices in the OMFS clinics.

Monitors and ensures that fiscal and material resources are managed according to budgetary parameters across assigned clinic(s) or center(s).

Keeps payroll records up to date in Position Control file and timekeeping websites for accurate FTE and labor expense budgets.

Other Duties

Other duties as assigned by Dental Clinics Manager and the Department Chair

• 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. 
• May participate in medical center and IT workgroups regarding, but not limited to, implementation of IT solutions to improve practice operations.
• 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.

Required Qualifications:

• At least 5 years of relevant experience in a medical or dental practice, or an equivalent combination of education and experience
• Minimum 5+ years of related experience and 3+ years of supervisory experience
• Demonstrated supervisory and organizational skills to effectively supervise staff and to manage the complex workflow and multiple priorities involved with clinic / center administration
• Strong knowledge of practice operations, patient-scheduling systems, medical and insurance terminology, applicable information systems, patient service standards, and regulatory requirement and best practices
• Strong knowledge of human resources management policies, with the ability to train, monitor, evaluate, and document human resources issues and performance, and to participate in decision-making on human resources matters
• Strong analytical and critical thinking skills, with the ability to quickly analyze problems, determine appropriate level of intervention, and develop and apply effective solutions
• Strong interpersonal skills for effective collaborations with all levels of management and staff, consultants, and outside agencies
• Strong written and verbal communications skills, with the ability to train and mentor subordinates, to convey complex administrative, clinical, and technical information in a clear and concise manner, and to prepare and present a variety of reports, documentation, analyses, and project proposals
• Strong knowledge of business software and specialized applications and data management systems used in clinic / center operations

Preferred Qualifications:

• Bachelors degree in related area and/or equivalent combination of experience/training
• Strong knowledge of EPIC and Axium
• Knowledge of human resources management policies with the ability to train, monitor, evaluate, and document human resources issues and performance
• Demonstrated knowledge of patient-scheduling systems, medical and insurance terminology
• Knowledge of dental billing