Contact Center Administrative Director

Job Description

Job Summary

The Administrative Director provides high-level 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 is responsible for implementing the vision, strategy, and direction for centralized patient access and referral services set forth by leadership. The Administrative Director 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.

Key Responsibilities

• Provide strategic direction and executive oversight for all Contact Center, Referral, Access, and Call Center operations, ensuring alignment with UCSF Health's mission, goals, and priorities.
• Lead, mentor, and develop a high-performing team of Administrative Managers and Supervisors through regular 1:1 meetings, performance evaluations (3-month, 6-month, and annual), coaching, and professional development.
• Manage daily operations by monitoring email and instant message communications, resolving escalated issues (including post-stabilization and pod escalations), and supporting frontline huddles and meetings.
• Oversee activities related to performance scorecard reviews, quality improvement, compliance oversight, employee engagement score reviews, and development of action plans.
• Serve as the primary executive liaison for escalations with referring providers, physician groups, external partners, and internal departments.
• Manage departmental budgets, assess resource allocation, and staffing models to achieve target financial performance.
• Champion a culture of excellence by modeling and enforcing the Medical Center's House and Telephone Standards, providing recognition, and supporting recruitment, orientation, and emergency/strike coverage needs.
• Lead and/or attend meetings, including Leadership Huddles, Cohort/Cross-Functional Huddles, PDSAs AD/Manager Meetings, Staff Meetings and Steering Committee meetings.
• Represent the department at the executive level in committees, task forces, and strategic planning forums while handling ad-hoc priorities such as building management escalations and operational rotations.
• Lead and/or oversee large-scale projects including technology implementations, troubleshooting, enhancements, special projects, and onboarding programs.
• Partner with Administrative Managers and Supervisors to drive strategic expansion and integration of Contact Center services across new ambulatory practices, service lines, and programs.

Department Overview

The UCSF Contact Center is an integrated team that supports both patient and provider requests for access to care at UCSF Health. Administrative functions include 1) appointment scheduling, 2) referral intake, review and processing,3) coordinating any other administrative or clinical patient call-based requests to support effective care delivery.

The UCSF Faculty Practice Organization (FPO) is made of up of more than 2,500 clinicians across multiple campuses and satellite clinics. The UCSF Patient Care Access team supports the organization's goal to be the #1 Health System in Northern California in health care value, patient experience, and employee engagement by ensuring our ambulatory clinics provide timely access to care for our patients. We strive to provide care when, where and how our patients need it. The team works closely with practices to support improvement efforts and with various departments across the organization (e.g., marketing, IT) to set strategic goals and develop innovative patient care.

Qualifications

Required Qualifications - Bachelor's degree in related area and / or equivalent combination of experience / training. - Seven (7) years of supervisory experience in an Ambulatory Care/Access Center setting - In depth clinic / center patient care management skills. Practice management knowledge in scheduling, customer-service methods, regulatory compliance, accreditation requirements, and / or information technology. Familiar with the policies, best practices, and standards involved with effective clinic / center administration. In-depth knowledge of patient population served and the requirements for the delivery of services. - Proven ability to organize, manage multiple priorities, and delegate work functions efficiently. - Demonstrated managerial skills and human resources management knowledge, including staff deployment, resource utilization, budgeting and financial management, quality improvement, and program planning and implementation. - Excellent written, verbal, and interpersonal communications skills to convey complex information, instructions, and guidelines in a clear, concise, and specific manner, and to influence and persuade all levels of staff. - Knowledge of relevant healthcare and call center operations information technology, including call workflows and processes. - Demonstrated knowledge of relevant regulatory requirements, as well as related legislative, accreditation, licensing, and compliance environments. Preferred Qualifications - Master's Degree in nursing, health or the health care administration field - Experience with ambulatory care clinical practices and/or Centralized Call/Referral Services - Experience using EMR-EPIC/APeX.