UCSF Health Contact Center
Full Time
75599BR
Job Summary
Involves the administrative services and operations for health care clinics or centers, in accordance with federal, local, and internal standards, policies, and regulations. Typically includes operations, fiscal management, program planning, and / or external marketing activities. Management levels may include oversight of clinical patient care.
Under the supervision of the Manager of the UCSF Contact Center, works with Administrative and Clinical leadership across Ambulatory Services to create, manage and continuously improve protocols, workflows and infrastructure, and assist with launching new programming for the UCSF Contact Center. Routinely collaborates with Manager on special projects that contribute to the improvement of department operations, the patient experience, and staff and provider engagement. Excellent analytical skills, collaboration with administrative and physician stakeholders and implementation of customer service standards are essential in this job. Provides direct supervision of 15 practice coordinators: providing daily management, supervision, direction, and coordination for referral center services. The Supervisor of the UCSF Contact Center will be responsible for the effective coordination of referral and scheduling services for UCSF Health. Monitors overall department performance for quality assurance purposes and ensure that performance benchmarks are being met. Recommend and facilitate onboarding, training, coaching, and educational programs and efforts to enhance referral coordinators knowledge and development. The Supervisor adheres to and exemplifies the House and Telephone Standards of the Medical Center. Works with service line steering committees, practice managers and directors, as appropriate, in establishing policies and procedures in the provision of services. Meets with Manager and practice leadership regularly (a minimum of quarterly or bi-annually depending on practice) to review metrics, discuss updates to protocols, address issues, communicate changes in practice or the center and make suggestions for improving workflow. Continuously works with Administrative Director and Manager of the UCSF Contact Center to grow its offerings and the roll out of services to additional Ambulatory practices as guided by organizational goals and priorities. The Supervisor is administratively responsible for providing efficient, personalized services to customers who include external referring physicians, physician offices and patients. Services include the supervision of or providing for record review, patient registration, referral creation, scheduling appointments, enabling provider consultations, and providing patient information such as location, transportation and hotel accommodations, etc. The Supervisor must effectively communicate with a diverse population of referring providers, patients and referring entities. Additionally, the Supervisor is the key liaison with external and internal referral provider offices to ensure effective communication about their patient’s progress to our specialties. Also, meets and coordinates with internal pediatric specialties to ensure that specific practice protocols are followed, managed and updated on SharePoint and other department-based technology systems.
To see the salary range for this position (we recommend that you make a note of the job code and use that to look up):
Please note: The compensation ranges listed online for roles not covered by a bargaining unit agreement are very wide, however a job offer will typically fall in the range of 80% – 120% of the established mid-point. An offer will take into consideration the experience of the final candidate AND the current salary level of individuals working at UCSF in a similar role.
For roles covered by a bargaining unit agreement, there will be specific rules about where a new hire would be placed on the range.
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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.
Required Qualifications
Preferred Qualifications
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
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Organization
Health
Job Code and Payroll Title
004171 AMBUL CARE ADMSTN SUPV 2
Job Category
Professional (Non-Clinical), Supervisory / Management
Bargaining Unit
99 – Policy-Covered (No Bargaining Unit)
Employee Class
Career
Percentage
100%
Location
Brisbane, CA, Emeryville, CA, Hybrid
Shift
Days
Shift Length
8 Hours
Additional Shift Details
Monday – Friday
Equal Employment Opportunity The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Further information about the University of California, San Francisco, is available at diversity.ucsf.edu. UCSF seeks candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence, and the communities we serve.
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