Contact Center Administrative Supervisor

UCSF•San Francisco, CA

3d•$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, this role supports daily delivery of referral, scheduling, and access services, operational stability, staff performance, and continuous improvement. The supervisor supports pod-level performance, resolves escalations, and promotes positive patient and provider experiences. The UCSF Contact Center is an integrated team supporting patient and provider requests for access to care at UCSF Health, including appointment scheduling, referral intake, review and processing, and 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 other departments to improve timely access to care and support strategic goals and innovative patient care. The supervisor oversees clinic or center operations and staff, including scheduling, registration, data entry, patient concerns, and other administrative functions. The position also supports staff development, recruitment, training, performance management, quality improvement, compliance, systems access, and facilities coordination.

Requirements

Bachelor’s degree in a related area and/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 collaboration 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, including real-time monitoring of referral workqueues, inbound call queues, and performance metrics.
Review and update staff schedules, ensure accurate assignments and coverage, confirm work aligns with Workforce Management projections, and monitor adherence.
Monitor and adjust inbound call queues and referral workqueues in real time to meet pod performance targets; provide support for Rings of Defense.
Use queue volumes, backlogs, agent utilization, performance scorecards, quality data, and escalation trends to identify gaps, guide operational decisions, develop action plans, and drive continuous improvement.
Answer routine questions and resolve escalations from staff and Home Teams; escalate complex or high-impact issues to the Manager as appropriate.
Conduct quality assurance activities, review screen-recorded calls, provide coaching and feedback, document trends, and submit or follow up on quality assurance and issue-tracking items.
Manage attendance and timekeeping, including reviewing and approving time-off requests and timecards, tracking attendance, and coaching employees on attendance trends.
Lead and attend meetings and huddles, including 1:1s, leadership meetings, Home Team huddles, and team huddles; distribute meeting notes as applicable.
Conduct monthly 1:1 meetings with practice coordinators and team leads and support employee development planning and development-plan tracking.
Participate in recruitment, onboarding, precepting, competency checks, training, performance evaluations, progressive discipline, and staff development; cover for Team Leads when needed.
Support HR compliance activities and collaborate with Labor Relations on performance management and operational issues as needed.
Champion Medical Center House and Telephone Standards and promote staff engagement, recognition, and continuous improvement.
Oversee patient registration, scheduling, data entry, and responses to patient concerns; model and coach staff in addressing patient issues according to customer service standards.
Maintain knowledge of department and pod policies and standards and ensure compliance with internal policies and external regulations.
Review employee engagement scores, create action plans, and monitor progress.
Participate in pod implementation activities and special projects, go-live activities, pod-specific huddles, and other operational needs as assigned.
Ensure staff have appropriate training, certification, and access to applicable IT systems and applications; coordinate IT assistance and communicate relevant security protocols and regulatory updates.
Coordinate facilities needs with Facilities and/or Environmental Health and Safety, conduct facilities rounding, and help ensure facilities are well maintained.
Monitor fiscal and material resources across assigned centers in accordance with budgetary parameters.
Serve as a peer mentor as needed and complete the Leader Standard Work Tracker.