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University of California, Santa Cruz · 1 month ago

Clerical Support Supervisor

Santa Cruz County, CA

Full-time

Onsite

Mid, Senior Level

$73K/yr - $80K/yr

The University of California, Santa Cruz is seeking a Clerical Support Supervisor to oversee clinic support operations within Student Health Services. This role is crucial for ensuring compliance with policies and standards while managing daily clerical services for various healthcare departments.

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Responsibilities

Supervises real-time operations to ensure appropriate staffing levels. Adjusts schedules daily to maintain optimal staff-to-appointment ratios. Proactively responds to unanticipated clinician absences by rescheduling or securing alternate coverage, using sound judgment and operational awareness

In support of clinic leadership, analyzes FTEs and clinic utilization quarterly, developing and implementing recommendations for appointment templates, staffing matrices, and clinic schedules

Provides coverage during staff outages, including scheduled vacations, sick leave, or unexpected absences

Trains and oversees staff use of multiple clinical and administrative systems

Supports tabling events throughout the academic year as needed to promote services

Provides administrative and supervisory duties for patient support staff

Maintains and monitors leave requests, analyzes impacts on clinic operations, and advises clinical supervisors accordingly

Maintains confidentiality and demonstrates professionalism in all communications and decisions involving sensitive or protected information

Hires and trains new patient support staff. Audits and approves time records for direct reports. Provides coaching and professional development opportunities. Recommends personnel actions. Performs probationary and annual performance appraisals

Ensures access to care by monitoring appointment utilization and adjusting the balance between pre-scheduled and same-day appointments

Develops and builds appointment templates that promote efficient use of clinical time while meeting patient demand

Oversees the use of multiple clinical and administrative systems, including EMR, scheduling databases, and IT platforms

Coordinates with IT and external departments to resolve system issues and support reporting needs

Manages SHS telecommunications systems. Monitors performance, updates system functions, and makes process improvement recommendations based on analysis

Qualification

Supervisory experienceAdministrative skillsElectronic record-keepingCustomer service skillsProcess improvementJudgmentDiplomacyInterpersonal skillsFlexibility

Required

Bachelor's degree in related area and/or equivalent experience/training

Extensive administrative and organizational skills with the ability to manage multiple concurrent priorities in a fast-paced healthcare environment or a similar complex setting

Proven successful experience supervising or supporting staff in a healthcare or a similar complex setting

Strong judgment, diplomacy, and interpersonal skills for effective collaboration with multidisciplinary teams, students, and university departments

Demonstrated ability to initiate process improvements, resolve issues, and ensure operational efficiency

Proficiency in using electronic record-keeping systems and standard office software (e.g., EMR, scheduling databases, MS Word, email)

Ability to effectively handle difficult, sensitive, and confidential situations tactfully

High level of customer service skills. Experience with managing customer complaints and providing appropriate resolution

Flexibility and the ability to adapt to various administrative roles within the department