Health Access Center Operations Manager

UCSF Health; Emeryville (CA); Sur place; USD 110 000 - 170 000; Plein temps

Résumé du poste

The Administrative Manager provides operational leadership and day-to-day management for the UCSF Health Contact Center, Referral and Access Centers, and Call Center. Reporting to the Administrative Director, this role is responsible for ensuring efficient, high-quality service delivery, staff performance, and continuous improvement across assigned service lines and pods.

The Administrative Manager directly supervises Administrative Supervisors and supports the strategic goals set by senior

Qualifications

• Bachelor's degree in related area and / or equivalent combination of experience / training.
• Five (5) years of supervisory experience in an Ambulatory Care/Access Center setting
• In-depth clinic / center patient care management skills, including scheduling, customer service, regulatory compliance, accreditation requirements, and IT.
• Knowledge of billing systems and patient care workflows; familiarity with healthcare operations and compliance environments.
• Ability to work independently and in a team environment.

Responsabilités

• Provide direct leadership and supervision to Administrative Supervisors, including 1:1 meetings, performance evaluations, coaching, and professional development.
• Oversee daily operations by monitoring inbound call queues and referral workqueues, attending huddles, and resolving escalated issues.
• Manage communications by responding to emails and inquiries, covering supervisor absences as needed.
• Lead weekly meetings and performance reviews, and develop action plans for metrics in negative variance.
• Review escalated trends and errors, collaborate on solutions, and escalate with action plans when necessary.
• Approve bi-weekly timesheets and manage time-off requests for direct reports and teams.
• Attend and contribute to director/manager and other leadership meetings, guiding steering committees and training initiatives.
• Drive continuous improvement by submitting tickets, updating standard work, and supporting quality initiatives.
• Oversee staffing, onboarding, recruitment, and training, including go-live and pod stabilization.
• Participate in ad-hoc projects, performance management, new hire orientation, and technology troubleshooting.
• Promote standards and a culture of accountability and exceptional customer service.
• Serve as a liaison between Supervisors, frontline staff, service lines, and senior leadership for timely issue resolution.

Connaissances

Supervisory experience

Healthcare operations

Staff development

Process improvement

Communications

Regulatory awareness

Independent and team work

Formation

Bachelor's degree

Description du poste

The Administrative Manager provides operational leadership and day-to-day management for the UCSF Health Contact Center, Referral and Access Centers, and Call Center. Reporting to the Administrative Director, this role is responsible for ensuring efficient, high-quality service delivery, staff performance, and continuous improvement across assigned service lines and pods.

The Administrative Manager directly supervises Administrative Supervisors and supports the strategic goals set by senior