Administrative Director - Contact Center

UCSF Health Contact Center

Full Time

85980BR

Job Summary

The Contact Center Administrative Director reports to the Contact Center Director and will work with the managers, supervisors, leads and staff to manage the daily operations which include fiscal, human resources, and practice management operations.

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

The salary range for this position is $120,900 - $189,000 (Annual Rate).

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Department Description

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 (call management).

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

Required Qualifications

• Bachelor's degree in related area and / or equivalent combination of experience / training.
• Clinic / center management experience, with progressive expertise in practice management, scheduling, customer-service methods, incident reporting, regulatory compliance, accreditation requirements, and information technology.
• 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.
• Strong 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 related area and / or equivalent combination of experience / training
• Experience with ambulatory care clinical practices and/or Centralized Call/Referral Services
• Experience using EMR-EPIC/APeX.

About UCSF

At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team.

Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Organization

Health

Job Code and Payroll Title

006472 AMBUL CARE ADMSTN MGR 1

Job Category

Administrative Support, Professional (Non-Clinical), Supervisory / Management

Bargaining Unit

99 - Policy-Covered (No Bargaining Unit)

Employee Class

Career

Percentage

100%

Location

Brisbane, CA, Emeryville, CA, San Francisco, CA

Campus

Various Work Sites

Work Style

Fully On-Site

Shift

Days

Shift Length

8 Hours

Additional Shift Details

Monday - Friday