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.
Ranked by U.S. News & World Report as the number one hospital in California - and among the top five 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.
Job Summary
Timely access to care in our outpatient practices for patients referred to UCSF is essential. To improve the patient experience of care, and to allow UCSF to serve those patients who need our specialized services, and to meet the needs of our referring providers.
The Director for Health System Patient Care Access Management oversees UCSF Health System's Office of Access Management. The primary role of this office is to improve patients' access to timely medical services; access is defined by the right services at the right time and when the patient desires the service. This position works in collaboration with the Medical Director for Health System Access, Practice Chiefs, Practice Managers and operations improvement teams to identify in each practice and outpatient service the bottlenecks to care access. This position will manage the improvement teams, lead change/improvement in services capacity and monitor capacity to address and prevent decreases in access.
The Director of Health System Patient Care Access Management will lead and manage the team in the identification of the most high-yield innovations and interventions for each practice.
UCSF Executive Leadership is committed to the success of this initiative and will be closely engaged with the process. The position offers the opportunity to work with every major ambulatory practice over time. The solutions identified by the team for implementation will represent a broad set of innovations in practice improvement. In short, this is a unique opportunity to make a measurable impact on a top strategic goal, to engage with practice leaders throughout the organization, to manage a strong team, and to work with a diverse set of practice innovations.
Required Qualifications
- Two years of experience managing teams of people; including teams of people with different roles, backgrounds, positions within the institution, and skill sets
- Master's degree in nursing, health or the health care administration field AND minimum two years recent experience in administration or program management in the ambulatory care setting; OR Bachelor's degree in nursing, health or the healthcare administration field AND minimum four years recent experience in administration or program management in the ambulatory care setting
- Exceptional written and verbal communication (listening skills, tact, sensitivity, judgment)
- Proven ability to build both a high-level and detailed grasp of a complex program
- Proactivity - takes ownership, leads the project and leads the team
- Excellent data & graphical communication skills
- Creativity
- Flexibility
- Enthusiasm
- Follow-through on commitments
- Ability to prioritize multiple deadlines and dependent activities
- Ability to work independently and in a team environment
- Ability to receive and provide direction and to collaborate with various positions within a complex organization
- The flexibility to orient and work at all UCSF Medical Center locations
Preferred Qualifications
- Three to five years practice management
- Three to five years health care consulting experience
- One to three years of University of California experience or equivalent health care industry experience
- Lean certification
- MBA, with health care focus
Licensure/Certification
Living Pride Standards
Service Excellence
- Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Center's values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.
- Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards.
- Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices
- Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.
- Demonstrates an understanding of and adheres to safety and infection control policies and procedures.
- Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets.
Work Environment
- Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture.
- Picks up and disposes of any litter found throughout entire facility.
- Posts flyers and posters in designated areas only; does not post on walls, doors or windows.
- Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments.
- Protects the physical environment and equipment from damage and theft.
The flexibility to orient and work at all UCSF Medical Center locations is required.
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. Further information about the University of California, San Francisco, is available at diversity.ucsf.edu. UCSF seeks candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence, and the communities we serve.
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