VP, Patient Access & Capacity Management

University of California - San Francisco; San Francisco (CA); On-site; USD 250,000 - 380,000; Full time

Job summary

UCSF Health, based in San Francisco, seeks a visionary Vice President, Patient Access, to lead access initiatives across ambulatory services. You will oversee a multi-modal contact center and capacity management, drive scheduling optimization, referral workflows, and patient navigation to deliver equitable, scalable access while aligning with financial sustainability.

The role requires strategic collaboration with clinical leaders, IT, and operations to expand the contact center model and

Qualifications

• 10+ years of referrals experience and customer service/call center experience with leadership of 150+ representatives
• Strong operational understanding of referrals with focus on front-end operations and call center/customer service
• Superior organizational, management, leadership and problem-solving skills
• Experience leading, coaching and mentoring management
• Excellent organizational, service-oriented, energetic and committed
• Knowledge of service center operations and large patient access workflows
• Knowledge of Hospital Information Systems such as Paragon and Epic is preferred
• Understanding of Front End, Mid-Cycle and Patient Financial Services in hospital/health system settings

Responsibilities

• Oversee day-to-day operations of a high-volume multi-modal contact center, including scheduling, referrals, inquiries, and patient communications workflows
• Monitor and drive improvements in KPIs like call response times, abandonments, patient satisfaction, and first-call resolution
• Implement telephony modernization, self-service tools, scheduling workflows, and digital platforms to improve patient experience
• Ensure compliance with regulatory, quality and organizational standards across contact center operations
• Manage budgets for contact center and capacity management, aligning with financial goals
• Track financial performance and identify cost-optimization opportunities while maintaining quality

Skills

Referrals & call center leadership

Operational leadership

Data-driven decision making

Budgeting & financial stewardship

Patient access workflow optimization

Education

Bachelor's degree in related area

Master's degree in related area

Job description

UCSF Health, based in San Francisco, seeks a visionary Vice President, Patient Access, to lead access initiatives across ambulatory services. You will oversee a multi-modal contact center and capacity management, drive scheduling optimization, referral workflows, and patient navigation to deliver equitable, scalable access while aligning with financial sustainability.

The role requires strategic collaboration with clinical leaders, IT, and operations to expand the contact center model and