Contact Center Team Lead
UCSF Health Contact Center Job Summary Under the direction of the Supervisor of the UCSF Contact Center, the Team Lead supports team
performance efforts and continuously improve protocols, workflows and infrastructure, and assist with
launching new programming for the UCSF Contact Center. Routinely supports the supervisor and 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 indirect supervision of 15 practice coordinators: providing daily coordination for contact center
services.
The team lead of the UCSF Contact Center will be responsible for the effective coordination of referral and
scheduling services for UCSF Health. Supports management in monitoring overall team performance for
quality assurance purposes and ensure that performance benchmarks are being met. Supports the
deaprtment's onboarding, training, coaching, and educational programs and efforts to enhance agent
knowledge and development.
The team lead adheres to and exemplifies the House and Telephone Standards of the Medical Center.
Collaborates with service line steering committees, practice managers and supervisors, as appropriate, in
establishing policies and procedures in the provision of services. Meets with Supervisor/ Manager and
practice leadership regularly (a minimum of quarterly or bi-annually depending on practice) to review
metrics, discuss updates to protocols, address issues, make recommendations to changes in practice or
the center and make suggestions for improving workflow.
The Team Lead ensures that high quality and personalized services are provided to customers who include
external referring physicians, physician offices and patients. The team lead must effectively communicate
with a diverse population of referring providers, patients, practice representatives and referring entities.
The final salary and offer components are subject to additional approvals based on UC policy. 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): TCS Non-Academic Titles Search (https://tcs.ucop.edu/non-academic-titles) Please note: 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. 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. The Contact Center 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 access solutions. Required Qualifications
- Bachelor's degree in related area and / or equivalent experience / training.
- Familiarity of clinic medical billing practices including coding, billing systems and documentation requirements. Knowledge of ambulatory care clinic practice management including patient care workflows and processes. Demonstrated understanding of medical terminology and clinical knowledge of clinic practice area.
- Working knowledge of medical center policies and procedures and related legislative, accreditation, licensing and compliance environments.
- Strong communication skills; includes verbal, written and active listening. Ability to clearly and concisely communicate clinic rules and regulations.
- Demonstrated interpersonal skills with diverse staff and patients. Demonstrated ability to develop working relationships within clinical team.
- Proven organizational skills and the ability to effectively manage time and prioritize tasks.
- Takes initiative. Ability to meet tight deadlines and manage several projects simultaneously, respond rapidly to conflicting priorities, and handle tasks with high degree of accuracy.
- Ability to perform all commonly applicable functions in word processing and spreadsheet software. Skills in data management. Ability to use relevant healthcare and clinic operations information technology, including billing systems and medical record documentation
Preferred Qualifications
- Data analysis, research, and reporting skills
- Prior team lead / coordinator experience
- EPIC Knowledge
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 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. Job Code and Payroll Title 004478 AMBUL CARE ADMSTN CRD 3 CX Job Category Administrative Support, Supervisory / Management Bargaining Unit Teamsters Local 2010 - Clerical and Allied Services Unit (CX) Location Brisbane, CA, Emeryville, CA Additional Shift Details Monday - Friday |
University of California - San Francisco Campus and Health
Jan 19, 2025