Contact Center Administrative Manager

Job Description

Job Summary

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, this role is responsible for ensuring efficient, high-quality service delivery, staff performance, and continuous improvement across assigned service lines and pods. The Administrative Manager directly supervises Administrative Supervisors and supports the strategic goals set by senior leadership while maintaining operational stability and excellence in patient and provider access services.

Key Responsibilities

• Provide direct leadership and supervision to Administrative Supervisors, including conducting 1:1 meetings, performance evaluations, coaching, and professional development.

• Oversee daily operations by rotating attendance in pod & Home Team Huddles/Meetings, providing intra-day oversight of inbound call queues and referral workqueues, monitoring operational trends, and resolving escalated issues from Supervisors (emails, chats, calls, etc.).

• Manage daily communications by checking and responding to messages (email, electronic medical record In-Box, instant messages, and Home Team Leadership inquiries), while covering Supervisor absences as needed.

• Lead weekly activities, including preparation and facilitation of Cross-Functional Huddles, Leadership Meetings, Director/Manager Meetings, weekly performance scorecard reviews, and development of action plans for metrics in negative variance.

• Review and respond to escalated trends, recurring issues, and errors from Supervisors, collaborating on solutions and escalating to the Administrative Director with action plans when necessary.

• Approve bi-weekly timesheets and manage time-off requests for direct reports and their teams.

• Attend and actively contribute to various team meetings (Director/Manager Meetings,UCSF and FPO Manager's Meetings, and PDSAs), while leading Steering Committees and PDSA sub-team activities and presenting topics as required)

• Drive continuous improvement by submitting tickets, completing Leader Standard Work, reviewing Standard Work updates, and supporting training and quality improvement initiatives.

• Oversee staffing, onboarding, recruitment, and training activities, including precepting new Supervisors, creating daily staffing plans, and supporting go-live and pod stabilization efforts.

• Participate in ad-hoc activities such as special projects, performance management, new hire orientation and technology troubleshooting.

• Champion the Medical Center's House and Telephone Standards and promote a culture of accountability, recognition, and exceptional customer service.

• Serve as a key liaison between Supervisors, frontline teams, service lines, and senior leadership to ensure alignment and timely resolution of operational issues.

Department Overview

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.

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.

Qualifications

Required Qualifications - Bachelor's degree in related area and / or equivalent combination of experience / training. - Five (5) years of supervisory experience in an Ambulatory Care/Access Center setting - In depth clinic / center patient care management skills. Practice management knowledge in scheduling, customer-service methods, regulatory compliance, accreditation requirements, and / or information technology. Familiar with the policies, best practices, and standards involved with effective clinic / center administration. In-depth knowledge of patient population served and the requirements for the delivery of services. - 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. - Excellent 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 clinic operations information technology, including billing systems and patient care workflows and processes. - Demonstrated knowledge of relevant regulatory requirements, as well as related legislative, accreditation, licensing, and compliance environments. - Ability to work independently and in a team environment Preferred Qualifications - Master's Degree in nursing, health or the health care administration field - Experience with ambulatory care clinical practices and/or Centralized Call/Referral Services - Experience using EMR-EPIC/APeX.