Patient Contact Center Supervisor

#CA-SS

The incumbent is responsible for sustaining an environment of intrinsic good will for the practice while providing optimum services to patients. This position serves as office supervisor and functions under the direction of the Department Manager, to supervise a large group of employees and provide accountability as delegated for the day-to-day operations of the designated clinic location

Apply By Date January 17, 2026 at 11:59PM

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• High diploma and equivalent experience
• 3 years of experience in a healthcare call center, patient access, care coordination, or hospital operations
• 1 year of supervisory or lead experience in an operational or administrative healthcare setting
• Knowledge of patient access workflows and hospital discharge processes
• Working knowledge of healthcare regulations and compliance standards (e.g., HIPAA)
• Experience using electronic health records (EHRs) and call center systems
• Strong communication, organizational, and problem-solving skills
• Demonstrated ability to work independently with little direction.
• Demonstrated decision-making skills that reflect the ability to supervise a specified unit of workers.
• Must be able to represent assigned unit serving as subject matter expert and resource person for the staff.
• Problem solving skills to independently define issues create viable solutions and exercise delegated authority to take action for prompt and satisfactory resolution.
• Ability to seek appropriate assistance from others when limit of delegated authority has been reached.
• Interpersonal skills to establish and maintain effective working relationships with all co-workers; to consistently interact with patients and other members of the public with patience, courtesy and professionalism, both in person and on the telephone; and to effectively respond to individuals who may be angry or upset.
• Ability to project and attitude of professionalism and service orientation and be able to instill this attitude in staff.
• Ability to communicate effectively (both orally and in writing) with all levels of staff, patients and providers.
• Skills to interview applicants utilizing effective screening techniques.
• Knowledge of standard hiring protocols.
• Ability to objectively and constructively evaluate employee performances relating to specific job description, standards of performance and goals.
• Ability to train, supervise, offer conflict resolution.
• Administer disciplinary action; initiate and follow through with corrective action up to and including dismissal.
• Ability to understand human motivation and needs and encourage employee development and initiative.
• Organizational skills to prioritize, coordinate, and direct a variety of concurrent assignments in an effective and efficient manner.
• Ability to adjust to changing workload or assignments and pressures of increased workload or deadlines.
• Ability to establish priorities for own work within stated guidelines; respond flexibly to changes in priorities; and maintain work effectiveness in a setting with a high volume of patient activity and frequent interruptions.
• Ability to efficiently use computer system applications for all functions required for this position, including electronic mail, spreadsheets, word processing, and medical office management, (i.e. scheduling, template maintenance, maintenance of demographic and insurance information).
• Administrative skills to oversee daily office operations; participate in development of policies, procedures and systems; handle facility, equipment and supply needs.
• Typing skills sufficient to use computer keyboard for timely and accurate input and production.
• Writing skills, using proper English grammar, spelling and punctuation, sufficient to compose messages and/or routine correspondence, which is clear, concise and easy to understand.
• Bookkeeping skills sufficient to maintain accurate records of patient financial transaction, prepare related financial reports, balance cash box, and prepare deposits.
• Knowledge of practices and protocols related to medical office procedures, (i.e. medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)
• Filing skills to maintain logs and files of information in alphabetical, chronological and/or numerical order, such that it is current and easily retrievable.
• Knowledge of all pertinent laws, regulations, and guidelines governing medical records; confidentiality, privacy, and provision to others, including HIPAA.
• Knowledge of health care insurance systems, which may include Medi-Cal, MediCare, HMO, PPO, fee-for-service, county funded coverage, and workers' compensation, sufficient to properly obtain and track authorizations, appoint patients, make referrals for consults, diagnostics and ancillary services, coordinate hospital services, complete and submit billing documentation, and explain provisions and requirements to patients.
• Knowledge of ICD-9, CPT and HCPCS coding sufficient to identify services performed; including diagnoses, procedures, and supplies.
• Ability to understand and follow industry process improvement methods in order to identify, plan, implement, and measure outcomes.

Preferred Qualifications

• Associate's or Bachelor's degree preferred; relevant experience may be considered in lieu of a degree
• 5 or more years of experience in healthcare operations or patient access services
• 2+ years of people management experience, including coaching, performance management, and workforce scheduling
• Experience supporting hospital discharge coordination or care transition programs
• Familiarity with quality improvement initiatives, operational metrics, and performance dashboards
• Experience collaborating with clinical teams, case management, and hospital leadership
• Previous experience overseeing a float team or multi-functional teams

Key Responsibilities

• 50% - Staff Supervision
• 25% - Coordination of Daily Operations
• 15% - Computer System Operations
• 10% - ADDITIONAL JOB FUNCTIONS

Department Overview

The Call Center Supervisor provides operational and administrative leadership for the Float Team and Hospital Discharge Team, supporting patient access and care coordination across healthcare clinics and centers. This role ensures daily operations comply with federal, state, local, and internal policies and regulations.

Key responsibilities include oversight of daily call center operations, workforce management, quality and performance outcomes, and program planning. The supervisor partners closely with clinical care teams, case management, and hospital leadership to support efficient discharge processes, service excellence, and patient experience.

POSITION INFORMATION

• Salary or Pay Range: $2,666.67 - $4,758.62
• Salary Frequency: Biweekly
• Salary Grade: Grade 21
• UC Job Title: AMBUL CARE ADMSTN SUPV 1
• UC Job Code: 004172
• Number of Positions: 1
• Appointment Type: Staff: Career
• Percentage of Time: 100%
• Shift (Work Schedule): 8am-5pm
• Location: Patient Contact Center (HSP166) - Rancho Cordova, CA
• Union Representation: 99 - Non-Represented (PPSM)
• Benefits Eligible: Yes
• This position is 100% on-site

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

• High quality and low-cost medical plans to choose from to fit your family's needs
• UC pays for Dental and Vision insurance premiums for you and your family
• Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
• Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Access to free professional development courses and learning opportunities for personal and professional growth
• WorkLife and Wellness programs and resources
• On-site Employee Assistance Program including access to free mental health services
• Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
• Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
• Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here

Physical Demands

• Standing - Occasional Up to 3 Hours
• Walking - Occasional Up to 3 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Reaching overhead - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Frequent 3 to 6 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Occasional Up to 3 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
• This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

A Culture of Opportunity and Belonging

At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.

As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

To view the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks