Healthcare Contact Center Operations Manager

UCSF Health; Brisbane (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

UCSF Health is seeking an Administrative Manager to provide operational leadership for the Contact Center, Referral and Access Centers, and Call Center. You will report to the Administrative Director and ensure efficient service delivery, staff performance, and ongoing improvement across service lines.

You will directly supervise Administrative Supervisors and support senior leadership’s strategic goals while maintaining stability and excellence in patient and provider access services.

Qualifications

• Five+ years supervisory experience in ambulatory care/access center setting.
• Excellent written, verbal and interpersonal communication skills.
• Knowledge of scheduling, customer-service methods, regulatory compliance and IT workflows.

Responsibilities

• Provide direct leadership and supervision to Administrative Supervisors, including coaching and performance evaluations.
• Oversee daily operations with pod/Home Team huddles, inbound queues, and issue resolution.
• Manage communications across emails, EMR In-Box, IMs, and leadership inquiries; cover absences as needed.
• Lead weekly cross-functional meetings, scorecard reviews, and action plans for metrics in negative variance.
• Review escalated trends, collaborate on solutions, and escalate to Administrative Director with action plans.
• Approve bi-weekly timesheets and manage time-off for direct reports and teams.
• Attend and contribute to Director/Manager Meetings and leadership forums; present topics as required.
• Drive continuous improvement via Leader Standard Work and training support.
• Oversee staffing, onboarding, recruitment and training; support go-live and stabilization.
• Participate in ad-hoc projects, performance mgmt, new hire orientation, tech troubleshooting.
• Promote a culture of accountability and exceptional customer service; liaison between teams and leadership.

Skills

Supervisory experience

Communication skills

Healthcare operations knowledge

Education

Bachelor's degree or equivalent

Job description

UCSF Health is seeking an Administrative Manager to provide operational leadership for the Contact Center, Referral and Access Centers, and Call Center. You will report to the Administrative Director and ensure efficient service delivery, staff performance, and ongoing improvement across service lines.

You will directly supervise Administrative Supervisors and support senior leadership’s strategic goals while maintaining stability and excellence in patient and provider access services.