0932 Manager IV - Primary Care Director of Operations

Recruitment #PBT-0932-082042


0932 Manager IV – Primary Care Director of Operations

**Applicants are encouraged to apply immediately as this recruitment may close at any time, but not earlier than December 22, 2017.**

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

General Job Description: Under the general supervision of the Director of Primary Care, the Primary Care Director of Operations is responsible for the operations of 14 DPH Primary Care clinics which offer a full array of clinical services including, but not limited to: ambulatory primary care, urgent care, behavioral health integration, dental services, podiatry, pharmacist co­management, nutrition services, and limited telemedicine services. This position promotes and coordinates primary care activities that enhance public health, safety net mission, and a multi-disciplinary and integrated approach to care. The Director of Operations is a key member of the 10 person Primary Care Leadership Team, the executive team overseeing all Primary Care health centers and associated programs.

San Francisco Health Network (SFHN) Primary Care is currently engaged in a number of transformational initiatives designed to prepare its integrated delivery system to meet the challenges of a changing healthcare environment. These include transforming to a value-based payment model focused on achieving timely access and excellent quality of care across primary care; implementation of electronic health records (EHRs); integration of Primary Care and Behavioral Health; revenue cycle improvement, and workforce development. The Primary Care Director of Operations will participate directly in planning and provide leadership and oversight to improving access, quality of care, operational efficiency, revenue cycle improvements, managing incentive program budgets, and patient/staff experience. The Director of Operations will have primary responsibility for the complex operational adjustments necessarily in order to successfully implement our new electronic health record.

As the director for front office staff across 14 clinics in over 25 sites, the Director of Operations is responsible for planning and directing the work of our large front office workforce through close matrix supervision of the front office supervisors (2593 Practice Managers, 1408/1431 Clerical Supervisors, and 0922 Center Directors). In addition, the Director of Operations will supervise the Manager for Care Experience, who oversees Primary Care workforce development and patient satisfaction initiatives, while also collaborating with other Care Experience leaders throughout the SFHN.

The essential job functions include the following:

  • Plans, directs, oversees and ensures adequate resources to support clinical operations of SFHN Primary Care clinics and programs:
    • IT infrastructure, including EHR, hardware, and desktop support;
    • Materials management; and
    • Licensure.
  • Develops, designs, implements, coordinates and evaluates clinic programs and services using operational data and metrics to ensure cost effective and efficient primary health care delivery within a managed care model.
  • Develops and leads improvement toward operational goals and performance standards.
  • Develops, updates and ensures compliance with policies and procedures pertaining to clinic operations.
  • Oversees the administrative staff supporting Primary Care and the Primary Care Leadership Team.
  • Oversees Primary Care budgets related to clinic operations, including:
    • Quality Improvement/pay-for-performance budget;
    • Materials, facilities, and IT budgets for community-based clinics; and
    • Personnel budget for community-based clinics.
  • Hires, coaches, develops, and supervises direct reports.
  • Directs the work of clinic-based operations managers, including Administrative Operations Supervisors, Practice Managers, and Center Directors.
  • Works across SFHN Primary Care, Ambulatory Care, and Zuckerberg San Francisco General Hospital leadership teams to achieve operational, financial, clinical and patient and staff experience targets.
  • Participates in Primary Care efforts to implement Lean Management Systems.
  • Performs as the lead SFHN Primary Care point person in ensuring excellent responsiveness and service from the Departments of Information Systems, Facilities, Materials Management, and Human Resources in order to optimally support the operational infrastructure at each health center.
  • Collaborates with Care Experience lead on projects related to patient experience and engagement.

The 0932 Manager IV, Primary Care Director of Operations, also performs other related duties as assigned.

Compensation and Benefits:
The normal annual salary range is $125,736 – $160,446. 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. Five (5) years (equivalent to 10,000 hours) of experience managing operations in a health care setting. Qualifying experience must include three (3) years (equivalent to 6,000 hours) of experience supervising professionals.

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

Desired Qualifications: The stated desirable qualifications listed below may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

  • Possession of a Master’s degree in a health-related field.
  • At least two years of experience working with electronic medical records.
  • Experience in operations of public health, primary care clinics including facilities maintenance, information technology and personnel related issues.
  • Experience in building, leading and managing successful project teams and working in a multidisciplinary environment.
  • Sensitivity to and experience working with ethnically, culturally and sexually diverse individuals, communities, agencies and organizations as well as indigent and/or homeless populations.

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

Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

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 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, Katelynn Luong, by telephone at (415) 554-2920, or by email at Katelynn.Luong@sfdph.org.

Selection Procedures

Supplemental Questionnaire (Weight: 60%):
Applicants will be prompted to complete a Supplemental Questionnaire as part of the online application process and it must be submitted with the application by the final filing deadline. The information provided on the Supplemental Questionnaire must be consistent with the information on the application and is subject to verification. Applicant responses to the Supplemental Questionnaire will assist with determining if you meet the minimum qualifications for the position. Once submitted, applicant responses on the Supplemental Questionnaire cannot be changed.

The Supplemental Questionnaire Evaluation is designed to measure knowledge, skills, and/or abilities in job-related areas which may include, but not be limited to:

  • Technical Knowledge: Knowledge of appropriate local, state and federal laws, regulations, resources, and local ordinances and resolutions, pertaining particular to the operations of primary care clinics. Knowledge of program planning and development and evaluation techniques.
  • Administrative Knowledge: Ability to plan, formulate and execute policies and primary care clinics. Knowledge of principles, practices and techniques of budgeting and health care reimbursement system, including capitation financing model and revenue cycle management.
  • Analysis/Decision-Making Ability: Ability to break down complex problems into their essential components, determine the relationships of the components, and effectively resolve the problem.
  • Planning and Organization Ability: Ability to establish an appropriate course of action for self and or others to accomplish a specific goal, makes proper assignments of personnel, and appropriate use of resources (efficient use of time; personally organized).
  • Interpersonal Ability: Ability to work effectively with individuals and groups; deal tactfully and effectively with personnel at all levels and the general public.
  • Community Relations/Cultural Competency Skills: Understanding of community organizations and dynamics; ability and openness to work with diverse individuals/groups including ethnic/racial, sexual minority, age groups, socio-economic status and those with past/current mental health history. Knowledge, sensitivity to and experience working with the ethnically, culturally and sexually diverse individuals, communities, organizations, and agencies which comprise the constituency of the DPH programs and services.
  • Supervision Ability: Ability to effectively supervise subordinate managers and direct the activities of a large staff of clinical providers, professionals, and support personnel; effectively organize and assign work; train employees, provide guidance, and direction to others and follow-up to ensure completion; engage, motivate, counsel and manage subordinates.
  • Oral Communication Ability: Ability to express ideas and facts to individuals or groups effectively; makes clear and convincing oral presentations; listens to others and facilitates and open exchange of ideas.
  • Written Communication Ability: Ability to comprehend and interpret written and verbal information; prepare reports, memos, correspondence and other documents that are clear and well written; accurately complete forms, logs and other documents.
  • Computer Ability: Ability to use a computer and software for email, word processing, spreadsheets, presentations such as Microsoft Office Suite. This also includes the ability to use electronic health record systems.

Management 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 and Process Improvement. For more information about this Management Test (and a suggested reading list) please visit:

A passing score must be achieved on the Management 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 Management 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 Management Test Battery. The Management 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 Management 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 Management 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 Management Test Battery is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

In order to be ranked on an eligible list, qualified applicants must achieve a passing score on both examination components. Successful applicants will be placed on an eligible list, in rank order, according to their final score.

After the eligible list is finalized/adopted:

  • The department may administer additional selection procedures to make a final hiring decision (e.g. interviews, written exercise, etc.).
  • Applicants meeting the Minimum Qualifications are not guaranteed advancement through all steps of the selection process.

Certification Rule: The certification rule used for the eligible list resulting from this selection procedure will be Rule of the List. Additional position-specific selection mechanisms may be conducted by the hiring department prior to making final hiring decisions.

Eligible List: http://sfdhr.org/getting-job#eligiblelists  
The eligible list resulting from this examination 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 of 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 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
http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=21246. Search that document by title or job code to see which departments use the classification.

Conviction History

As a finalist 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 finalist. 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 selected as a finalist, 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 through 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.


Valid licensure/certification/registration as a requirement to perform the job must be kept current throughout duration 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 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 FaceFitting 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 of the correction on the Department of Human Resources website at
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 can be found at: http://www.sfdhr.org/index.aspx?page=20

Copies of Application Documents: http://sfdhr.org/getting-job#copies

Right to Work: http://sfdhr.org/getting-job#identification

Information on requesting a reasonable ADA Accommodation: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

Information regarding requests for Veterans Preference can be found at:

Information regarding Seniority Credit can be found at:

Exam Type: CPE
Issued: December 8, 2017
Micki Callahan
Human Resources Director
Department of Human Resources
Recruitment No.: PBT-0932-082042
DPH / KL / (415) 554-2920
DHR Pos. No.: 01127942 (MCCP# 81-023)


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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