Patient Access & Contact Center Supervisor

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

Job summary

UCSF Health is seeking an Administrative Supervisor to lead and supervise operations across the Contact Center, Referral and Access Centers, and Call Center in Emeryville and Brisbane. The role ensures high-quality referral, scheduling, and access services while maintaining real-time performance and staff engagement.

The position requires a Bachelor’s degree (or equivalent) with 5+ years of supervisory experience, strong knowledge of clinic operations, and proficiency in EPIC.

Qualifications

• Bachelor's degree in related area or equivalent combination of experience/training.
• 5+ years progressive supervisory experience.
• Demonstrated supervisory and organizational skills for complex clinic/center administration.
• Strong knowledge of clinic/center operations, scheduling, medical terminology, and information systems.
• Strong HR management knowledge including training, evaluation, and performance documentation.
• Strong analytical and critical thinking to diagnose problems and implement solutions.
• Excellent interpersonal, written, and verbal communication; ability to mentor staff.
• Familiarity with business software and data management in clinic/center operations.
• Prior supervisory experience; EPIC knowledge.

Responsibilities

• Provide direct daily supervision and coaching to practice coordinators and team leads; monitor referr al workqueues and call queues.
• Update daily work schedules to ensure accurate staffing and target adherence.
• Handle daily communications and escalations with staff and Home Team; manage EMR In-Box messages.
• Oversee attendance, timekeeping, and attendance trends.
• Lead or participate in leadership and team meetings and huddles.
• Monitor pod performance and respond to service level escalations; escalate to Manager as needed.
• Submit quality assurance tickets and coordinate resolutions with stakeholders.
• Conduct monthly 1:1 meetings; review calls for quality coaching; support HR compliance.
• Support development plans and recruitment/onboarding for staff.
• Champion standards and promote staff engagement and continuous improvement.
• Provide ad-hoc support for special projects and go-live activities.

Skills

Supervisory experience

Organizational skills

Clinic operations

HR policies

Analytical thinking

Interpersonal skills

Verbal and written communication

EPIC knowledge

Education

Bachelor's degree or equivalent

Tools

EPIC

Job description

UCSF Health is seeking an Administrative Supervisor to lead and supervise operations across the Contact Center, Referral and Access Centers, and Call Center in Emeryville and Brisbane. The role ensures high-quality referral, scheduling, and access services while maintaining real-time performance and staff engagement.

The position requires a Bachelor’s degree (or equivalent) with 5+ years of supervisory experience, strong knowledge of clinic operations, and proficiency in EPIC.