VP Patient Access

UCSF Health; San Francisco (CA); On-site; USD 250,000 - 450,000; Full time

Job summary

UCSF Health seeks a strategic leader to head Patient Access, overseeing the Contact Center and Capacity Management. You will drive access expansion, improve patient experience, and ensure financial sustainability across ambulatory services.

As a senior executive, you will guide multi-modal communication strategy, referral management, and scheduling optimization, collaborating with the Ambulatory Business Unit and key stakeholders to deliver scalable access to care.

Qualifications

• 10+ years in referrals and call center leadership.
• Strong operations knowledge for front end operations.
• Proven leadership, mentoring and organizational skills.
• Experience leading large teams in patient access.
• Knowledge of hospital information systems is preferred.

Responsibilities

• Lead Patient Access across UCSF Health, overseeing Contact Center and Capacity Management.
• Drive adoption of the contact center model across ambulatory services.
• Collaborate with stakeholders to deliver efficient, patient-centric access to care.
• Oversee scheduling, referrals, telephony modernization, and multi-modal communications.

Skills

Referrals experience

Call center leadership

Front end operations

Verbal & written communication

Organizational leadership

Staff development

Fiscal management

Strategic planning

Governance & collaboration

Regulatory compliance

Education

Bachelor's degree in related area

Master’s degree in related area

Tools

Epic

Paragon

Job description

Job Description

The Vice President, Patient Access, will lead UCSF Health’s efforts to optimize and expand patient access across the organization. This high-impact role is responsible for overseeing both the Contact Center and the Capacity Management Team, ensuring seamless operations, financial stewardship, and strategic growth. The VP will play a pivotal role in driving the adoption of the contact center model across UCSF’s ambulatory services, enhancing the patient experience while supporting organizational goals of operational efficiency and financial sustainability.

This role will be instrumental in improving the patient experience and access to care by providing a consistent, equitable, and scalable patient experience through a multi-modal communication center and capacity management system. The scope of the contact center and capacity management work includes referral management, template optimization, scheduling using decision trees, new patient referrals, self-scheduling, telephony modernization, and leveraging innovative technology to streamline operations and improve care delivery. As a key member of UCSF Health’s leadership team, the VP will work collaboratively with stakeholders across the health system to deliver exceptional service, streamline access to care, and support UCSF’s mission of advancing health worldwide. This position serves as the senior leader for a workforce of over 500 FTEs dedicated to patient access services. The VP, Patient Access sits within UCSF Health’s Ambulatory Business Unit, which advances the goals and priorities of the President, Faculty Practice Organization & Senior Vice President of Ambulatory services, in collaboration with the Ambulatory Senior Executive team. The UCSF Health Ambulatory Business Unit consists of ambulatory operations including surgical centers, outpatient cancer services & infusion care, and outpatient pharmacy operations. The annual revenue of Ambulatory services is >3.2 billion.

Qualifications

Knowledge Skills and Abilities (KSAs)

Knowledge, Skills And Abilities Req / Pref

• 10+ years of referrals experience and customer service/call center experience along with demonstrated leadership experience managing a minimum of 150+ call center representatives
  Req


• The successful candidate must have a strong operational understanding of referrals with a particular focus on front end operations and call center/customer service knowledge with proven verbal and written communication skills
  Req


• Must be able to demonstrate superior organizational, management, leadership and problem-solving skills
  Req


• Proven successful experience leading, coaching, and mentoring management is required
  Req


• Must be well organized, service oriented, energetic, and committed
  Req


• Extensive knowledge of service center operations
  Req


• Advanced administrative leadership skills in successfully developing and overseeing large complex operations / center administration functions. Skills for developing long and short range strategic plans, integrating systems and fiscal management.
  Req


• Advanced leadership, fiscal, and operations management skills. Ability to develop center leaders in their adoption and promotion of a shared governance model of collaboration.
  Req


• Advanced communications and interpersonal skills to promote an effective model of shared governance among multiple disciplines. Ability to motivate and engage all levels of staff in regards to patient services, strategies, and organizational mission and values.
  Req


• Ability to develop a systems strategic plan and implement a vision across a large, complex organization.
  Pref


• In-depth knowledge of a broad scope of relevant regulatory requirements, as well as legislative, accreditation, licensing, and compliance environments.
  Pref


• At least 5 years of experience with front end operations in ambulatory and/or acute setting is preferred
  Pref


• Ideal experience will include a blend of strategic and operational experience with strong customer side exposure specifically in the Referrals Outsourcing industry
  Pref


• Knowledge of large Hospital Information Systems such as Paragon and Epic is preferred
  Pref


• Understanding of Front End, Mid-Cycle and Patient Financial Services knowledge in Hospital/Health System and/or large ambulatory setting is preferred
  Pref

Education, Licenses And Certifications

• Bachelor's degree in related area
  Req


• Master’s degree in related area
  Req