Cancer Team Lead

Under the direction of the Supervisor of the UCSF Cancer Center, the Team Lead supports team performance efforts and continuously improves protocols, workflows and infrastructure, and assists 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.

Responsibilities

• Monitor daily clinic administrative operations including patient registration and authorization, patient coordination and medical record documentation; train administrative staff on practice processes; support staff through orientation, training and oversight; attend monthly organization meetings/trainings to enhance SuperUser role; respond to patient concerns and escalates sensitive situations; address and resolve escalated issues of day‑to‑day operations; serve as liaison to management to advise on, take lead action on, and provide direction on process‑improvement initiatives.
• Prepare and maintain clinic schedule, coordinating provider schedules; schedule established patient appointments using Apex and related components; adhere to provider productivity standards as established in APEX templates and schedule appointments with the appropriate appointment type.
• Act as liaison with Concierge Services; expedite requested services; coordinate complex patient care coordination activities; arrange appointments and testing, including Tumor block genetic testing, home care, physical therapy; start paperwork for durable medical equipment or disability paperwork; follow up on all other paperwork such as workers compensation as necessary.
• Implement initiatives and procedures that improve claims submission and revenue collection; review relevant data and suggest process improvements.
• Provide guidance to billing staff; monitor billing practices from pre‑authorization through claims generation; manage work queues and identify barriers to timely collection; oversee and coach staff on complex authorization requests as they arise.
• Review and maintain clinic policies and procedures manuals.
• Be an expert user of relevant information technology systems, providing support and compliance oversight; support 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 protocol.

Required Qualifications

• Bachelor’s degree in related area and/or equivalent experience / training.
• 3 years of experience in related field.
• Thorough knowledge of the clinical and operational implications of medical billing practices including coding, billing systems and documentation requirements.
• Knowledge of ambulatory care clinic practice management including patient care workflows and processes.
• Thorough understanding of medical terminology and specialized clinical knowledge of clinic practice area.
• Proven ability to apply knowledge of medical center policies and procedures and related legislative, accreditation, licensing and compliance environments to assess and monitor clinic operations.
• Excellent communication skills, including active listening and critical thinking.
• Demonstrated ability to clearly and concisely communicate clinic content, rules and regulations.
• Strong interpersonal skills. Actively cooperates and supports the work of others.
• Ability to work productively with anyone regardless of background.
• Empathetic and aware of impact on others.
• Productive in work volume, speed, quality and consistency.
• Ability to see projects through to completion on deadline.
• Excellent interpersonal judgment and discretion.
• Ability to work well as part of an administrative team with a customer service orientation towards co‑workers, faculty and researchers.
• Ability to perform all commonly applicable functions in the Microsoft Suite.
• Skills in data management.
• Effectively uses relevant healthcare and clinic operations information technology, including billing systems and medical record documentation.
• Thorough knowledge of data management and documentation methods used in ambulatory care clinics.

Salary and Benefits

The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

To learn more about the benefits of working at UCSF, including total compensation, please visit

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.