Contact Center Administrative Director

UCSF•San Francisco, CA

1d•$140,898 - $189,653

About The Position

The Administrative Director provides 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 implements leadership’s vision, strategy, and direction for centralized patient access and referral services. The Administrative Director leads Administrative Managers and Supervisors to support strong patient and provider experiences, operational excellence, and the growth of UCSF Health’s ambulatory practices. The UCSF Contact Center supports patient and provider requests for access to care, including appointment scheduling, referral intake, review and processing, and other administrative or clinical patient call-based requests. The role oversees center operations, staff, budgets, quality improvement, compliance, and service performance; manages escalations; and represents the department in executive and cross-functional forums. It also partners with managers and supervisors to expand and integrate services across ambulatory practices, service lines, and programs.

Requirements

Bachelor’s degree in a related area, or an equivalent combination of experience and training.
Seven years of supervisory experience in an Ambulatory Care/Access Center setting.
In-depth clinic or center patient-care management skills and practice-management knowledge, including scheduling, customer-service methods, regulatory compliance, accreditation requirements, and/or information technology.
Familiarity with policies, best practices, and standards for effective clinic or center administration, and in-depth knowledge of the patient population and service-delivery requirements.
Ability to organize, manage multiple priorities, and delegate work efficiently.
Demonstrated managerial and human-resources management skills, including staff deployment, resource utilization, budgeting and financial management, quality improvement, and program planning and implementation.
Excellent written, verbal, and interpersonal communication skills, including the ability to convey complex information clearly and influence and persuade staff at all levels.
Knowledge of relevant healthcare and call-center operations technology, including call workflows and processes.
Knowledge of relevant regulatory requirements and legislative, accreditation, licensing, and compliance environments.

Nice To Haves

Master’s degree in a related area, or an equivalent combination of experience and training.
Experience with ambulatory centralized Call/Referral services.
Experience using EMR-EPIC/APeX.

Responsibilities

Provide strategic direction and executive oversight for Contact Center, Referral, Access, and Call Center operations, aligning them with UCSF Health’s mission, goals, and priorities.
Lead, mentor, and develop Administrative Managers and Supervisors through regular one-on-ones, performance evaluations, coaching, and professional development.
Manage daily operations, monitor communications, resolve escalated issues, and support frontline huddles and meetings.
Review performance scorecards, quality data, employee engagement scores, and action plans; provide coaching and feedback and escalate issues as needed.
Support implementation of quality improvement systems and operational performance improvement activities.
Oversee center operations and staff, and develop or recommend policies and procedures to identify, eliminate, or mitigate risk.
Promote a workplace culture focused on meeting or exceeding patient service standards, quality, safety, engagement, creativity, and operational innovation.
Develop and oversee processes and metrics that support program viability, staffing patterns, and productivity.
Serve as an executive liaison for escalations involving referring providers, physician groups, external partners, and internal departments.
Manage departmental budgets and monitor fiscal and material resources, resource allocation, and staffing models against budgetary and performance goals.
Model and enforce Medical Center House and Telephone Standards; support recognition, recruitment, orientation, emergency or strike coverage, and staff development.
Conduct or attend leadership, cross-functional, staff, steering committee, and other meetings and huddles; distribute meeting notes as applicable.
Represent the department in executive committees, task forces, and strategic planning forums, and handle ad hoc priorities such as building-management escalations and operational rotations.
Lead or oversee technology implementations, troubleshooting, enhancements, special projects, and onboarding programs.
Partner with Administrative Managers and Supervisors to expand and integrate Contact Center services across ambulatory practices, service lines, and programs.
Adjust, review, and approve timecards for direct reports and provide manager coverage when needed.
Ensure compliance with internal policies and external regulations; maintain working knowledge of department and pod standards and policies.
Participate in recruitment, training, performance evaluation, progressive discipline, and labor-relations matters as needed; serve as a peer mentor when needed.
Support office supply and ergonomics requests as needed.