Contact Center Administrative Supervisor

UCSF•San Francisco, CA

2d•$119,204 - $146,306

About The Position

The Contact Center Administrative Supervisor provides frontline operational leadership and direct supervision for practice coordinators and team leads within the UCSF Health Contact Center, Referral and Access Centers, and Call Center. Reporting to the Administrative Manager, the role ensures the daily delivery of high-quality referral, scheduling, and access services while maintaining operational stability, staff performance, and continuous improvement. The supervisor supports pod-level performance, resolves escalations, and helps deliver a strong patient and provider experience. The role oversees administrative operations that may include revenue management, billing, facilities and safety, registration, new-patient coordination, scheduling, medical records, and insurance authorizations. It also supervises staff and coordinates patient-support functions as appropriate. The UCSF Contact Center supports patient and provider access to care through appointment scheduling, referral intake and processing, and other administrative or clinical patient call-based requests. The position is available in Emeryville or Brisbane; applicants are asked to indicate their preferred location in the prescreen questions.

Requirements

Bachelor’s degree in a related area, or an equivalent combination of experience and training.
At least 5 years of relevant progressive experience.
Demonstrated supervisory and organizational skills to supervise staff and manage complex workflows and multiple priorities in clinic or center administration.
Strong knowledge of clinic or center operations, patient-scheduling systems, medical and insurance terminology, applicable information systems, patient-service standards, and regulatory requirements and best practices.
Strong knowledge of human resources management policies and the ability to train, monitor, evaluate, and document HR issues and performance, and participate in HR decision-making.
Strong analytical and critical-thinking skills, including the ability to analyze problems, determine appropriate interventions, and develop and apply effective solutions.
Strong interpersonal skills for collaborating with management, staff, consultants, and outside agencies.
Strong written and verbal communication skills, including the ability to train and mentor staff, communicate complex administrative, clinical, and technical information clearly, and prepare and present reports, documentation, analyses, and project proposals.
Strong knowledge of business software, specialized applications, and data-management systems used in clinic or center operations.

Nice To Haves

Prior supervisory experience.
EPIC knowledge.

Responsibilities

Provide daily supervision, coaching, and tactical oversight to practice coordinators and team leads.
Monitor referral workqueues, inbound call queues, staffing, and performance metrics in real time; adjust operations to meet pod targets.
Review and update staff schedules and assignments, confirm alignment with Workforce Management projections, and ensure work is completed in a timely manner.
Answer staff and Home Team questions, resolve routine escalations, and refer complex or high-impact issues to the Manager.
Manage attendance and timekeeping, including reviewing and approving time-off requests and timecards, tracking attendance, and coaching on attendance trends.
Lead or attend meetings and huddles, including 1:1s, leadership meetings, Home Team huddles, and team huddles; send meeting notes when applicable.
Review performance scorecards, quality data, and escalation trends; coach staff, develop action plans, monitor progress, and escalate issues as needed.
Conduct quality assurance activities, review recorded calls, document trends, submit quality assurance tickets, and coordinate issue resolution.
Complete the Leader Standard Work Tracker and maintain working knowledge of department and pod policies and standards.
Conduct monthly 1:1 meetings, participate in development planning, and update development plan trackers for direct reports.
Participate in recruitment, onboarding, training, precepting, competency checks, performance evaluations, and progressive discipline; cover for a Team Lead when needed.
Support employee engagement, recognition, and continuous improvement, including reviewing engagement scores and monitoring action plans.
Champion the Medical Center’s House and Telephone Standards and coach staff in responding to patient concerns according to customer-service standards.
Support special projects, go-live activities, pod implementation activities, Rings of Defense, and other operational needs as assigned.
Collaborate with Labor Relations on performance management and operational issues as needed.
Ensure staff have appropriate training, certification, and access to applicable IT systems; coordinate IT assistance and communicate relevant security protocols and regulations.
Maintain facilities and coordinate with Facilities and Environmental, Health and Safety; conduct facilities rounds.
Monitor fiscal and material resources across assigned centers to ensure management within budgetary parameters.
Ensure compliance with internal policies, external regulations, and applicable operational requirements.