Patient Access & Contact Center Leader

UCSF Health, AG; Brisbane (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

UCSF Health is seeking an Administrative Manager to lead the Contact Center, Referral and Access Centers, and Call Center operations. You will supervise Administrative Supervisors, optimize daily workflows, and drive performance improvement across service lines.

The role reports to the Administrative Director and focuses on delivering high-quality patient and provider access services through effective staffing, escalation handling, and cross-functional collaboration.

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; scheduling, customer service, regulatory compliance and IT knowledge.
• Experience managing staff deployment, budgeting and quality improvement initiatives.

Responsibilities

• Provide direct leadership and supervision to Administrative Supervisors, including 1:1 meetings and performance evaluations.
• Oversee daily operations with intra-day oversight of call queues and workqueues, and resolve escalated issues.
• Manage communications via email, EMR In-Box, messages, and leadership inquiries; cover supervisors as needed.
• Lead weekly cross-functional and leadership meetings; review performance and create action plans for negative variances.
• Respond to escalated trends and errors with action plans and senior leadership escalation.
• Approve bi-weekly timesheets and manage time-off requests for direct reports.
• Attend and contribute to Director/Manager meetings and PDSA activities; lead steering committees and training initiatives.
• Drive continuous improvement by submitting tickets and supporting standard work and quality initiatives.
• Oversee staffing, onboarding, recruitment and training, including go-live and pod stabilization.

Skills

Leadership

Staff supervision

Operations management

Call center management

Process improvement

Staffing and recruitment

Communication

Training and development

Budgeting

Education

Bachelor's degree in related area

Master's Degree in nursing/healthcare admin (preferred)

Tools

EMR/EPIC/APeX

Billing systems knowledge

Job description

UCSF Health is seeking an Administrative Manager to lead the Contact Center, Referral and Access Centers, and Call Center operations. You will supervise Administrative Supervisors, optimize daily workflows, and drive performance improvement across service lines.

The role reports to the Administrative Director and focuses on delivering high-quality patient and provider access services through effective staffing, escalation handling, and cross-functional collaboration.