Clinical Contact Center Operations Lead

UCSF Health, AG; Brisbane (CA); Vor Ort; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

UCSF Health is seeking an Administrative Supervisor to oversee clinic operations across multiple providers and practices. You will supervise practice coordinators and team leads, monitor referral workqueues, scheduling, and access services, and ensure high-quality patient experiences with real-time operational stability.

Reporting to the Administrative Manager, you will support performance improvements, recruit and onboard staff, and champion standards for House and Telephone operations in a

Qualifikationen

• Bachelor's degree in related area and/or equivalent combination of experience/training.
• 5+ years progressive experience.
• Demonstrated supervisory and organizational skills to supervise staff and manage complex workflow.
• Strong knowledge of clinic operations, patient-scheduling systems, medical and insurance terminology, information systems, patient service standards, and regulatory requirements.
• Strong knowledge of HR management policies with ability to train, monitor, evaluate, and document HR matters.
• Strong analytical and critical thinking skills; ability to analyze problems and develop solutions.
• Strong interpersonal and written/verbal communication skills for training and reporting.
• Strong knowledge of business software and data management systems used in clinic operations.

Aufgaben

• Provide direct daily supervision, coaching, and real-time oversight to practice coordinators and team leads.
• Review and update work schedules daily to ensure staffing and adherence to projections.
• Handle daily communications and escalations; respond to inquiries from staff and Home Team; manage In-Box messages.
• Manage attendance and timekeeping, timesheets, and attendance trends.
• Lead or attend meetings with Manager and Team Leads; participate in leadership huddles and pod meetings.
• Monitor pod performance, respond to service level escalations, and escalate to Manager as needed.
• Submit QA tickets and coordinate resolutions with stakeholders; maintain Leader Standard Work Tracker.
• Conduct monthly 1:1s, review calls for quality coaching, and support HR compliance activities.

Kenntnisse

Supervisory experience

Clinic operations

HR policies

Analytical thinking

Interpersonal skills

Communication skills

Data systems knowledge

Regulatory knowledge

Ausbildung

Bachelor's degree in related area

Tools

EPIC knowledge

Jobbeschreibung

UCSF Health is seeking an Administrative Supervisor to oversee clinic operations across multiple providers and practices. You will supervise practice coordinators and team leads, monitor referral workqueues, scheduling, and access services, and ensure high-quality patient experiences with real-time operational stability.

Reporting to the Administrative Manager, you will support performance improvements, recruit and onboard staff, and champion standards for House and Telephone operations in a