0923 Manager II - Patient Access Manager

Recruitment #PBT-0923-109793


0923 Manager II – Patient Access Manager




**Applicants are encouraged to apply immediately as this recruitment may close at any time, but not earlier than April 30, 2021**


This is a Position-Based Test conducted in accordance with Civil Service Rule 111A.


Under administrative direction, the 0923 Patient Access Manager is responsible for all registration, eligibility, and front office functions across 14 Primary Care (PC) Clinics and all satellite/associated community programs that are managed by Primary Care.  This role is imperative to ensure that the San Francisco Health Network (SFHN) and the Department of Public Health (DPH) is able to generate and optimize revenue and also ensure that patients are able to qualify and receive care seamlessly without an undue financial burden.  This position oversees operations related to admissions and eligibility functions and supervises of all Primary Care 2909 Hospital Eligibility Worker Supervisors, as well as technical and clerical staff, ensuring the success of the "Patient Access" initiative.  The position also leads all quality improvement and training needs for front office team members as it relates to patient experience, patient flow throughout the clinic, and patient screening tools.  The 0923 Patient Access Manager is a leader in implementing the Primary Care antiracism and health equity action plan.


The essential job functions include but are not limited to the following:


Manages front office eligibility staff in the patient access unit including 2909 Hospital Eligibility Worker Supervisors, technical and clerical staff;

Manages eligibility programs, operational activities, Quality Improvement (QI) initiatives by implementing goals and policies and procedures of the division; Works collaboratively with clinic management teams to align front office workflows to PC-wide priorities and strategies;

Develops, and coordinates ongoing eligibility training and QI programs; participates and collaborates in the development of training materials for all system enhancements and oversees the training of staff;

Participates in Patient Access/EPIC workgroup and associated committees, including follow-up work.  Implements decisions made in Patient Access Domain;

Analyzes performance/productivity analytics, reports, presents on department-wide initiatives to committee groups, leadership and highest level of executives, call center managers and supervisors;

Supervises, directs, and reviews the work of staff, provides oversight of staff and guidance with registration, eligibility, and enrollment procedures;

Coaches, mentors and supports team members in all aspects of Human Resources including but not limited to hiring, performance appraisals, and the disciplinary process.


The 0923 Admissions and Eligibility Patient Access Manager performs other related duties as required/assigned.


Compensation and Benefits 

The normal annual salary range is $119,860.00-$152,984.00. Appointment above the maximum of the normal range may be considered based on documented and substantiated recruitment and retention issues or exceptional skills.  A special approval process is necessary for appointment above the normal salary range.


In addition to a competitive salary, the City and County of San Francisco offers flexible benefit plans with pre-tax elections which include:  medical and dental insurance; retirement plan; deferred compensation plan; Social Security; long-term disability plan; life insurance; management training program; eleven (11) paid holidays annually; five (5) floating holidays; depending on years of service, ten (10), fifteen (15), or twenty (20) vacation days annually; and may earn up to 100 hours paid administrative leave annually.



Minimum Qualifications

1. Possession of a bachelor’s degree from an accredited college or university; AND


2. Three years of professional supervisory experience in a Patient Access or Patient Financial Services Setting.


Education substitution: Up to 4 years of additional qualifying professional supervisory experience in Patient Access or Patient Financial Services may substitute for the education requirement. Additional experience may be substituted for the required degree on a year-for-year basis (up to a maximum of 4 years). Thirty (30) semester units or forty-five (45) quarter units equal one year.


Note: One year of full-time employment is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above 40 hours per week are not included in the calculation to determine full-time employment.


Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.


Desirable Qualifications (The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring):


Two (2) years supervisory experience.

Demonstrates strong leadership skills.

Experience directing staff and committee groups.

Experience directing department wide initiatives.

Knowledge of complicated and varied healthcare regulatory and compliance

issues at federal and state level, and operations in a Patient Access and Patient

Financial Services setting.

Experience developing and making presentations and developing training materials for a wide variety of audiences.

Understanding of the Managed Care and Government Programs, Health Network

Integration and Customer Service.

Interpersonal skills highest level of management.

Possess strong oral and written communication skills.

Experienced with implementation of Hospital eligibility and Patient Access programs, policies and procedures.

Epic Certification related to Revenue Cycle (Front end, mid-cycle or back-end).


Verification of Experience: http://sfdhr.org/getting-job#verification 

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process.


Verification of Education: If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/how-verify-education-requirements 


Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.


§  Select the desired job announcement

§  Select “Apply” and read and acknowledge the information

§  Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”

§  Follow instructions on the screen



In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice. As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement.


Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org).


Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.


All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.


Applications and application-related materials (e.g., supplemental questionnaires) that are incomplete or completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.


If you have any questions regarding the recruitment or application process, please contact the exam analyst, Emma Perez, by telephone at (415) 554-2918, or by email at Emma.Perez@sfdph.org.  

Selection Procedures

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying): Candidates will be prompted to complete a Supplemental Questionnaire as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.


Supervisory Test Battery (Weight: 40%):

Candidates will be invited to participate in a computer-based examination designed to measure competencies in job-related areas which may include but not be limited to: Problem Solving; Leadership; Decision Making; Interpersonal skill; Human Resources Management; Team Building; Communication & Conflict Management. For more information about this Supervisory Test (and a suggested reading list) please visit: http://www.sfdhr.org/index.aspx?page=325


A passing score must be achieved on the Supervisory Test Battery in order to continue in the selection process.


This is a standardized examination, and, therefore, test questions and answers are not available for public inspection or review.


Scores attained on the Supervisory Test Battery will be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take the Supervisory Test Battery. The Supervisory Test Battery may be used for many other classes; therefore, your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the selection process for the future announcement is held within one year of the date of this examination and it includes the Supervisory Test Battery, your score will be automatically applied to that announcement, However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the Supervisory Test Battery. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which the Supervisory Test Battery is used. Please note that, should you re-test, your retest score would become your official score since it is the most recent.


Supplemental Questionnaire Evaluation (Weight 60%):

Candidates who achieve a passing score on the Supervisory Test Battery (STB) will be emailed a Supplemental Questionnaire (SQ) that is designed to measure the knowledge, skills, and abilities in job related areas which may include, but not be limited to: Technical knowledge of enrollment, registration, and eligibility in a safety net healthcare system; Knowledge of supervisory principles and practices, including policies and procedures related to work rules, disciplinary and grievance procedures; Analytical, problem solving and decision making skills to critically evaluate staffing needs, productivity and performance metrics, ability to solve problems and make sound decisions in the performance of duties or when providing guidance and direction to others; Planning and organizational skills to manage multiple sites and multiple demands in a fast-paced, clinical environment; Leadership skills to managing successful project teams and working in a multidisciplinary environment - ability to insure, motivate and challenge others to excel; Oral and written communication skills to independently prepare and present reports/presentations, memos and correspondence that are clear and well written and well prepared; Able to flexibly adapt style to effectively communicate with people from different socioeconomic, educational or cultural backgrounds; Interpersonal Skills: Ability to empathize with the needs, feelings, and background of others and establish rapport; develop and maintain cooperative and effective working relations with the public, coworkers and supervisors; effectively work with angry or distraught people to defuse situations and reduce conflict.


The Supplemental Questionnaire (SQ) Evaluation will be emailed to the email address listed on the candidate's online job application. Candidates will be required to respond to the SQ in the time frame indicated and must submit the completed questionnaire as directed in order to have it evaluated. Responses cannot be changed once submitted. Candidates will be evaluated based on their SQ responses.


The supplemental questionnaire must be complete and accurate. All relevant experience, education, and/or training must be on the supplemental questionnaire in order to be reviewed in the rating process. All statements made on the application and supplemental questionnaire are subject to verification at any time and must be consistent.


A minimum passing score must be attained on each of the above-described tests in order to pass the overall, civil service examination process and be included on a confidential eligible list and be considered for possible certification. Following certification from the eligible list, the department may administer additional position-specific selection procedures to make final hiring decisions.


Note: Candidates must achieve a passing score on both the Supervisory Test Battery (STB) and the Supplemental Questionnaire to move forward in the selection process.


Eligible List/Score Report:

A confidential eligible list of applicant names that have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.


The duration of the eligible list resulting from this examination process will be six (6) months and may be extended with the approval of the Human Resources Director.


Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list/score report resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Count-by-Job-Codes.pdf.



The certification rule for the eligible list resulting from this examination will be Rule of the List.  Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Conviction History

As a selected candidate for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a selected candidate. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:


· Candidates applying for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.


· Candidates applying for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.


Having a conviction history does not automatically preclude you from a job with the City.


If you are a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment. 

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers though state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.


Statement on Equity, Diversity, and Inclusion: 

At the City and County of San Francisco, we share a commitment to a diverse, inclusive and equitable community. Each member of our organization is responsible and accountable for what they say and do to make San Francisco an inclusive and equitable place to live and work by employing fair and just practices to and for all.  


Licensure/Certification/Registration: Valid licensure/certification/registration as a requirement to perform the job must be kept current throughout length of employment.  Failure to demonstrate/show proof of possession of required valid licensure/certification/registration may result in dismissal and/or termination of employment.


Note on ICARE: Willingness to uphold/abide by ZSFG’s ICARE (I-Introduce, C-Connect, A-Ask, R-Respond, E-Exit) philosophy for employee and patient interactions: https://zuckerbergsanfranciscogeneral.org/about-us/


Note on Electronic Health Record (EHR): The Department of Public Health (DPH) is implementing a unified Electronic Health Record (EHR) system and DPH employees must demonstrate competency in the use of the system that is appropriate for their classification as a condition of employment.


Note on Personal Protective Equipment (PPE): Some positions in the Department of Public Health will require the use of personal protective equipment (PPE), including but not limited to gloves, gowns, eye and face protection, and face-fitting respirators. The requirement for the use of PPE may come on short or no notice. Facial hair or any condition that interferes with a face-fitting respirator’s seal (i.e. comes between the sealing surfaces of the respirator and the wearer’s bare skin) is not permitted when face-fitting respirators are worn, including during initial or periodic respirator fit-testing.


Employees who choose not to shave and do not have either American Disabilities Act (ADA) or Equal Employment Opportunity (EEO) Accommodations do not have the right to alternate work assignments or the option of using a loose-fitting Powered Air Purifying Respirator (PAPR) in place of a Face Fitting Respirator.


Medical Examination/Drug Testing:

Prior to appointment, at the Department's expense, applicants may be required to take a tuberculosis (TB) screening test, a medical examination and/or drug test.


Terms of Announcement:

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations.  Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf.


The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule.  Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director.  Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.


General Information concerning City and County of San Francisco Employment Policies and Procedures: Important Employment Information for the City and County of San Francisco can be obtained at: http://www.sfdhr.org/index.aspx?page=20


Copies of Application Documents: Applicants should keep copies of all documents submitted, as these will not be returned. http://sfdhr.org/getting-job#copies


Right to Work: All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States. http://sfdhr.org/getting-job#identification


Information on requesting a reasonable ADA Accommodation: Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at:: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities


Information regarding requests for Veterans Preference can be found at: http://www.sfdhr.org/index.aspx?page=20#veteranspreference


Information regarding Seniority Credit:  Information regarding seniority credit can be

found at: http://www.sfdph.org/index.aspx?page=20#senioritycredit



Exam Type: CPE

Issued: April 19, 2021

Carol Isen

Human Resources Director

Department of Human Resources

Recruitment No.: PBT-0923-109793

DPH / EP / (415) 554-2918

DHR Pos. No.: 01128973


All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.


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