Under the direction of the Supervisor of the UCSF Cancer Center, the Team Lead supports team performance efforts and continuously improve protocols, workflows and infrastructure, and assist with launching new programming for the UCSF Cancer Center. Routinely supports the supervisor and manager on special projects that contribute to the improvement of department operations, the patient experience, and staff and provider engagement. Excellent analytical skills, collaboration with administrative and physician stakeholders and implementation of customer service standards are essential in this job.
Provides support to 20 practice coordinators: providing daily coordination and training for cancer center services.
The team lead of the UCSF Cancer Center supports the department’s onboarding, training, coaching, and educational programs and efforts to enhance Practice Coordinator knowledge and development.
The team lead adheres to and exemplifies the House and Telephone Standards of the Medical Center.
Works with service line steering committees, practice managers and supervisors, as appropriate, in establishing policies and procedures in the provision of services. Meets with Supervisor/ Manager and practice leadership regularly (a minimum of quarterly or bi-annually depending on practice) to review metrics, discuss updates to protocols, address issues, communicate changes in practice or the center and make suggestions for improving workflow.
The Team Lead is administratively responsible for providing efficient, personalized services to customers who include external referring physicians, physician offices and patients. The team lead must effectively communicate with a diverse population of referring providers, patients, practice representatives and referring entities.
30%
YMonitors daily clinic administrative operations including patient registration and authorization, patient coordination and medical record documentation. Trains administrative staff on practice processes. Supports staff through orientation, training and oversight. Will attend monthly organization meetings/trainings to enhance SuperUser role within the practice. Responds to patient concerns and escalates sensitive situations as necessary. Addresses and resolves escalated issues of day to day operations (e.g. customer service, provider complaints, cross departmental communication or coordination problems, etc.). Serves as a liaison to management to advise on, take lead action on, and provide direction on process improvements initiatives30%
YPrepares and maintains clinic schedule, coordinating provider schedules. Schedules established patient appointments using Apex and its related components. Adheres to the provider productivity standards as established in APEX templates for the practice and schedules appointments with the appropriate appointment type.5%
YActs as liaison with Concierge Services. Expedites requested services Coordinates complex patient care coordination activities. Arranging appointments and testing, which may or may not include Tumor block genetic testing, Home Care, Physical Therapy, starting paperwork for durable medical equipment or disability paperwork and following up on all other paper work, i.e. Workers Compensation as necessary2.5%
NImplements initiatives and procedures that improve claims submission and revenue collection. Reviews relevant data and suggests process improvements.2.5%
NProvides guidance to billing staff. Monitors billing practices from pre- authorization through claims generation. Manages work queues and identifies barriers to timely collection. Oversees and coaches staff on complex authorization requests as they arise10%
YReviews and maintains clinic policies and procedures manuals.15%
YExpert user of relevant information technology systems, providing support and compliance oversight. Supports training of administrative staff on department workflows, protocols, IT systems and applications. Work collaboratively with Cancer Center Supervisors to support training employees on new workflows and protocol5%
NOversees clinic resource management and suggests ways to reduce costs and / or enhance revenue. Collaborates with finance to produce reports for business planning.Required Qualifications:
Job details are sourced from the employer's original posting.
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