Patient Access & Contact Center Executive

UCSF Health, AG; Emeryville (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

UCSF Health is seeking an Administrative Director to provide strategic leadership and operational accountability for the UCSF Health Contact Center, Referral and Access Centers, and Call Center across Ambulatory Services.

Reporting to the Director, this role leads a team of Administrative Managers and Supervisors to deliver exceptional patient and provider experiences, drive operational excellence, and support the growth of UCSF Health's ambulatory practices.

Qualifications

• Bachelor's degree in related area; seven (7) years of supervisory experience in an Ambulatory Care/Access Center setting.
• Experience with clinic/center patient care management, scheduling, customer-service methods, regulatory requirements, and IT.
• Knowledge of call center operations and related compliance environments.
• Master's degree in nursing or health care administration preferred.

Responsibilities

• Provide strategic direction and executive oversight for all Contact Center, Referral, Access, and Call Center operations.
• Lead, mentor, and develop Administrative Managers and Supervisors through regular evaluations and coaching.
• Oversee daily operations including monitoring communications and resolving escalations.
• Manage performance scorecards, quality improvement, compliance, and budgeting actions.
• Serve as primary executive liaison for escalations with providers, groups, partners, and internal departments.
• Lead large-scale projects including technology implementations and onboarding programs.
• Drive expansion and integration of Contact Center services across new ambulatory practices.

Skills

Strategic leadership

Team development

Budgeting & financial management

Communication skills

Project management

Operational excellence

Education

Bachelor's degree in related area

Master's degree in health care administration

Tools

EMR-EPIC/APeX

Job description

UCSF Health is seeking an Administrative Director to provide strategic leadership and operational accountability for the UCSF Health Contact Center, Referral and Access Centers, and Call Center across Ambulatory Services.

Reporting to the Director, this role leads a team of Administrative Managers and Supervisors to deliver exceptional patient and provider experiences, drive operational excellence, and support the growth of UCSF Health's ambulatory practices.