Director, Patient Access & Contact Center Ops

UCSF Health; Brisbane (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

UCSF Health is seeking an Administrative Director to provide strategic leadership for the Contact Center, Referral, and Access Centers within Ambulatory Services. The role reports to the Director and drives centralized patient access and referral services, leading Administrative Managers and Supervisors to deliver exceptional patient and provider experiences and grow ambulatory practices.

The position involves oversight of budgets, performance, quality improvement, and cross-functional

Qualifications

• Bachelor's degree in related area or equivalent experience
• Seven (7) years of supervisory experience in an Ambulatory Care/Access Center setting
• In depth clinic / center patient care management skills with scheduling, customer-service methods, regulatory compliance, accreditation requirements and IT
• Proven ability to organize, manage multiple priorities, and delegate efficiently
• Demonstrated managerial skills and HR management knowledge including staffing, budgeting, quality improvement, and program planning
• Excellent written, verbal, and interpersonal communication skills
• Knowledge of healthcare and call center operations IT, including call workflows and processes
• Knowledge of regulatory requirements and compliance environments

Responsibilities

• Provide strategic direction and executive oversight for all Contact Center operations
• Lead, mentor, and develop a high-performing team through regular reviews and coaching
• Manage daily operations and escalate issues as needed
• Oversee performance scorecards, quality improvement, and compliance
• Serve as executive liaison for escalations with providers and partners
• Manage departmental budgets and staffing models to meet financial goals
• Champion a culture of excellence and support recruitment and onboarding
• Lead and attend Leadership Huddles and Steering Committee meetings
• Represent the department at executive committees and strategic planning forums
• Lead large-scale projects including technology implementations and onboarding programs
• Partner with managers to expand Contact Center services across new ambulatory practices

Skills

Ambulatory care mgmt

Supervisory leadership

Budgeting

Regulatory compliance

Process improvement

Communication

Healthcare IT

Staff development

Education

Bachelor's degree

Master’s degree

Tools

EMR-EPIC/APeX

Job description

UCSF Health is seeking an Administrative Director to provide strategic leadership for the Contact Center, Referral, and Access Centers within Ambulatory Services. The role reports to the Director and drives centralized patient access and referral services, leading Administrative Managers and Supervisors to deliver exceptional patient and provider experiences and grow ambulatory practices.

The position involves oversight of budgets, performance, quality improvement, and cross-functional