Contact Center Administrative Supervisor

Job Description

Job Summary

Supervises clinic operations, typically spanning multiple providers, clinics and/or practices. Subordinates include staff involved with professional operational functions. Oversight of administrative areas such as practice revenue management, billing systems and procedures, facilities and safety procedures, registration, new patient coordination, scheduling, medical records storage and maintenance, insurance authorizations. May also supervise patient support staff such as medical assistants or LVNs, in coordination with the nursing lead.

The Administrative Supervisor provides frontline operational leadership and direct supervision for practice coordinators and team leads within the UCSF Health Contact Center, Referral and Access Centers, and Call Center. Reporting to the Administrative Manager, this role ensures daily execution of high-quality referral, scheduling, and access services while maintaining real-time operational stability, staff performance, and continuous improvement. The Administrative Supervisor plays a critical role in supporting pod-level performance, resolving escalations, and delivering exceptional patient and provider experience.

• Provide direct daily supervision, coaching, and tactical oversight to practice coordinators and team leads, including real-time monitoring of referral workqueues, inbound call queues, and key performance metrics.
• Review and update work schedules daily to ensure accurate staffing assignments, confirm adherence to projections, and achieve target adherence rates.
• Handle daily communications and escalations by responding to inquiries from staff, team leads, and Home Team (emails, chats, calls, etc.), while checking and actioning personal electronic medical record In-Box messages.
• Manage attendance and timekeeping processes including review and approval of time-off requests, timesheets, attendance tracking, and follow-up on attendance trends.
• Lead and/or attend various meetings (e.g.,1:1 meetings with the Manager and Team Leads,
• Leadership Meetings, Home Team Huddles, Team Huddles)
• Monitor pod performance, respond to service level escalations, and escalate to the Manager as appropriate.
• Submit quality assurance tickets, review issue tracking items, coordinate resolutions with stakeholders, and complete the Leader Standard Work Tracker.
• Conduct monthly 1:1 meetings with practice coordinators and team leads, review screen-recorded calls for quality coaching, and support HR compliance activities.
• Support the professional development of team through updating development plan trackers for direct reports
• Participate in recruitment, onboarding, precepting, competency checks, and performance evaluations (3-month, 6-month, and annual) for practice coordinators and team leads.
• Champion the Medical Center's House and Telephone Standards while promoting staff engagement, recognition, and a culture of continuous improvement.
• Provide ad-hoc support for special projects, go-live activities, pod-specific huddles, Rings of Defense, and other operational needs as assigned.

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 - Bachelors degree in related area and / or equivalent combination of experience / training. - 5+ years relevant progressive experience Req - Demonstrated supervisory and organizational skills to effectively supervise staff and to manage the complex workflow and multiple priorities involved with clinic / center administration. - Strong knowledge of clinic / center operations, patient-scheduling systems, medical and insurance terminology, applicable information systems, patient service standards, and regulatory requirement and best practices. - Strong knowledge of human resources management policies, with the ability to train, monitor, evaluate, and document human resources issues and performance, and to participate in decision-making on human resources matters. - Strong analytical and critical thinking skills, with the ability to quickly analyze problems, determine appropriate level of intervention, and develop and apply effective solutions. - Strong interpersonal skills for effective collaborations with all levels of management and staff, consultants, and outside agencies. - Strong written and verbal communications skills, with the ability to train and mentor subordinates, to convey complex administrative, clinical, and technical information in a clear and concise manner, and to prepare and present a variety of reports, documentation, analyses, and project proposals - Strong knowledge of business software and specialized applications and data management systems used in clinic / center operations. Preferred Qualifications - Prior supervisory experience - EPIC knowledge