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Day - 08 Hour (United States of America)

Locations include Pleasanton, Emeryville, and Livermore.

A Brief Overview

Responsible for managing clinical and/or support staff in designated area of practice and working closely with physicians and mid-level providers to ensure operations run smoothly, policies and procedures are adhered to, and an excellent patient experience is consistently delivered.

Distinguishing Characteristics:

May be assigned to one or more areas of a practice such as the front office, back office, scheduling, or float pool. The incumbent coordinates, leads and directs the day-to-day activities of individuals or a group of individuals. Leading & directing is usually restricted to assigning, monitoring, and reviewing progress and accuracy of work (and/or providing guidance on more complex issues). Has authority for personnel actions typically associated with full supervisory status (e.g., hiring, performance reviews, disciplinary actions). Performs many of the same duties as subordinate employees.

What you will do

• C-I-CARE:

• Executes world class practices of service and patient care in support of C-I-CARE standards.

• Uses C-I-CARE templates and the following components for all communication with patients and staff:

• CONNECT with people by calling them their proper name, or the name they prefer (Mr., Ms., Dr.)

• INTRODUCE yourself and your role

• COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient

• ASK permission before entering a room, examining a patient or undertaking an activity

• RESPOND to patient’s questions or requests promptly; anticipate patient needs

• EXIT courteously with an explanation of what will come next

• Clinic Administration:

• Manages daily operations. Meets with staff to implement, manage and enforce office/practice protocol, procedures, changes, etc. and ensure compliance with new and existing policies/procedures.

• Manages operational processes in alignment with organizational and departmental goals

• Schedules work assignments and manages workflow, including approving timecards and PTO requests, while ensuring adequate staffing to meet patient care and office/practice needs.

• Acts as a liaison between physicians/providers and clinical staff.

• Personnel Administration:

• Recruits, hires and manages staff. Provides leadership for employees so as to foster professionalism towards patients, physicians, and co-workers including successful implementation of C-I-CARE.

• Meets with support staff to address performance and serves as point of contact for employee issues. Consults with Clinic leadership and/or Human Resources for appropriate resolution.

• Provides coaching and performance feedback. Coordinates and implements staff training and development.

• Completes employee performance reviews and provides input on compensation adjustments in consultation with Clinic Leadership and/or Human Resources.

• Equipment, Facilities & Supplies Management:

• Ensures proper stocking of and ensures cleanliness and organization of office, lab, equipment and exam rooms.

• Assists and champions use of the EMR.

• Patient Flow & Services:

• Assists with triage calls not intended for a specific physician/provider, and assist with medical emergencies.

• Manages and resolves patient complaints and concerns.

• All other duties as assigned including department-specific functions and responsibilities (1, 2):

• Performs other duties as assigned and participates in organization projects as assigned.

• Adheres to safety, HIPAA and compliance policies.

Qualifications

• High school diploma or GED equivalent

• Two (2) years of medical front and/or back office experience

• MA preferred

• Leadership experience preferred

Required Knowledge, Skills and Abilities

• Ability to direct and supervise staff

• Knowledge of medical practice and patient care

• Knowledge of common safety hazards and precautions to establish a safe work environment

• Skill in developing and maintaining department quality assurance

• Skill in establishing and maintaining effective working relationships with medical staff, clinic staff, partner departments, patients, and other customers

• Ability to maintain quality control standards

• Ability to react calmly and effectively in emergency situations

• Ability to interpret, adapt and apply guidelines and procedures

• Ability to communicate clearly and effectively verbally and in writing

• Customer service, clerical and computer skills (i.e. full competency in Microsoft Office to include Word, Excel and Outlook)

• Knowledge of and ability to perform duties as assigned to subordinate staff:

• Clerical:

• Expertise of registration and scheduling work processes

• Knowledge of practice management applications

• Knowledge of clinic administrative functions

• Clinical:

• Knowledge of examination, diagnostic, and treatment room procedures

• Knowledge of medical equipment and instruments to administer patient care

• Skill in assisting in a variety of treatments and medications as directed

• Skill in taking vital signs, maintaining records and recording test results

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care

• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health

• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $42.49 - $55.24 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.

As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

Learn about our awards (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .