Contact Center Administrative Manager

UCSF•Emeryville, CA

About The Position

The Administrative Manager provides operational leadership and day-to-day management for the UCSF Health Contact Center, Referral and Access Centers, and Call Center. Reporting to the Administrative Director, the role oversees efficient, high-quality service delivery, staff performance, and continuous improvement across assigned service lines and pods. The manager directly supervises Administrative Supervisors and supports senior leadership’s strategic goals while maintaining operational stability and excellence in patient and provider access services. The UCSF Contact Center supports patient and provider access to care through appointment scheduling, referral intake, review and processing, and coordination of other administrative or clinical patient call-based requests. The UCSF Faculty Practice Organization includes more than 2,500 clinicians across multiple campuses and satellite clinics. The Patient Care Access team works with practices and departments across the organization to improve access, support strategic goals, and develop innovative patient care.

Requirements

Bachelor's degree in a related area or an equivalent combination of experience and training.
Five 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 clinic operations technology, including billing systems and patient care workflows and processes.
Knowledge of relevant regulatory requirements and legislative, accreditation, licensing, and compliance environments.
Ability to work independently and as part of a team.

Nice To Haves

Master's degree in nursing, health, or healthcare administration.
Experience with ambulatory care clinical practices and/or centralized call or referral services.
Experience using EMR-EPIC/APeX.

Responsibilities

Directly supervise Administrative Supervisors through one-on-one meetings, performance evaluations, coaching, and professional development.
Oversee inbound call queues and referral workqueues, assess operational trends and risks across pods, and use queue volumes, backlogs, and agent utilization to guide decisions and improve operational stability.
Cover real-time monitoring and daily staffing plans when Supervisors are absent.
Support Supervisors with complex or high-impact issues and escalations, collaborate with Home Team leaders on solutions, and ensure timely resolution.
Review performance scorecards, quality data, and action plans for underperforming metrics; provide coaching and feedback and escalate issues as needed.
Implement quality improvement systems and recommend operational performance improvements that affect service and marketability.
Manage center operational functions and staff, including staffing patterns, productivity, and compliance with internal policies and external regulations.
Lead and attend meetings and huddles, prepare and facilitate weekly reviews, and distribute meeting notes as applicable.
Maintain working knowledge of department and pod standards and policies.
Participate in development planning with direct reports and review employee engagement scores, create action plans, and monitor progress.
Promote a workplace culture focused on patient service standards, accountability, recognition, creativity, efficiency, engagement, quality, safety, and innovation.
Lead or participate in special projects, steering committees, PDSA activities, training, and quality improvement initiatives.
Serve as a subject matter expert for pod design and implementation and support go-live and pod stabilization efforts.
Approve and adjust timesheets or timecards, and manage time-off requests for direct reports and their teams.
Oversee recruitment, onboarding, training, performance evaluation, progressive discipline, and staff development; precept new Supervisors and cover these duties when needed.
Work collaboratively with Labor Relations on performance management and operational issues.
Coordinate facility needs with Facilities and/or Environmental, Health and Safety, conduct facilities rounds, and ensure facilities are well maintained.
Monitor fiscal and material resources across assigned centers and ensure they are managed within budgetary parameters.
Serve as a liaison between Supervisors, frontline teams, service lines, and senior leadership to align operations and resolve issues.