Under direct supervision of the Practice manager and Supervisors and guided by the procedures of Ambulatory Services, the Front Office Lead, Administrative Assistant (AA) is in leadership role for all front desk functions and responsible for all aspects of daily front desk coordination.
The AA addresses and resolves escalated issues of day to day operations such as scheduling and collection issues, patient concerns etc. Individual serves as a liaison to management to advise on, take lead action on and provide direction on process improvements initiatives. S/he also acts as primary resource for one or more designated functions in the department, also provides feedback related to staff performance. S/he functions as a practice assistant for daily clinic operations with responsibilities outlined herein.
The AA functions as the primary contact for new and returning fertility and endocrine patients requiring care at UCSF. Scheduling patient appointments and procedures, administrative duties and support for physicians, nurses and management. S/he is knowledgeable about the automated appointment and patient registration systems
S/he works as a team member with other practice staff and consistently projects a professional and courteous demeanor. The Administrative Assistant is required to comply with the Medical Center House and Telephone Standards.
The flexibility to orient and work at all UCSF Medical Center locations is required.
Required Qualifications
- Minimum two years experience working in a high end medical clinic
- High School graduate or equivalent with four years related experience; or college degree and 6 months related experience; or equivalent combination of education and experience
- Superior customer service skills with ability to communicate effectively, both over the telephone and directly
- Excellent organization skills ability to multi-task in a fast paced environment with constant interruptions
- Ability to communicate and engage with all levels of an organization
- Able to sit at a computer terminal with telephone headphones for extended periods of time
- Moderate to advanced keyboard and computer skills
- Basic math skills required
- The flexibility to orient and work at all UCSF Medical Center locations is required
Preferred Qualifications
- Prior experience working in a fertility clinic
- Experience with Apex/IDEAS medical record system, insurance verification, medical record data abstraction, or patient financial services
- Bi-lingual or multi-lingual capability (Spanish, Cantonese, Russian)
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.
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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