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
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 hum
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,
Strong knowledge of business software and specialized applications and data management systems used in clinic / center operations.
Nice to have
Prior supervisory experience
EPIC knowledge
Full 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.
%
of timeEssential Function (Yes/No)
Key Responsibilities(To be completed by Supervisor)
60
YESReview and update staff schedules to ensure accurate work assignments and outages. Confirm staff are working in assigned areas per Workforce Management projections.
Ensures work is completed in a timely manner.
Intra-day, real-time monitoring and adjustments for inbound call queue and Referral workqueues to achieve pod performance targets. Provides support for Rings of Defense.
Leverages insights from queue volumes, backlog, and agent utilization to address systemic gaps, guide operational decisions, and drive continuous improvement for sustained stability.
Answers routine questions and resolves escalations from staff and Home Team(s). Escalate complex and high-impact issues and escalations to the Manager.
Review Performance Scorecard, Quality Data, and other escalation trends for metrics that are not meeting goals. Provide coaching and feedback as needed. Develop action plans and monitor progress for underperforming metrics. Escalate as needed.
Implements quality improvement systems.
Conduct quality assurance activities for staff and provides coaching as needed. Documents trends and escalate to Manager when appropriate.
Proposes changes or new procedures to improve operational efficiencies.
40
YESSupervises the center(s) operational functions and staff.
Oversees activities such as patient registration, scheduling, data entry, and responding to patient concerns.
Functions as a resource and role model for staff in handling patient issues and concerns. Coaches and empowers staff to respond to patient issues according to established customer service guidelines and standards. Evaluates patterns in regards to customer service and develops, proposes and implements policies and procedures for improvement.
Lead and attend meetings and huddles. Send out meeting notes to attendees, as applicable.
Maintain working knowledge of department and pod standards and policies.
Adjust, review, and approve timecards for direct reports.
Review attendance trends and provide employee coaching as needed.
Ensures compliance with internal policies and external regulations.
Participate in Development planning with direct reports.
Review employee engagement scores, create action plan(s) and monitor progress.
Responsible for employee recruitment, training, performance evaluation, progressive discipline, and staff development. Cover in Team Lead’s absence.
Participate in pod implementation activities. Leads activities as assigned by Manager.
Serve as a peer mentor as needed.
Works collaboratively with Labor Relations on performance management and operational issues as needed.
Ensures appropriate training, certification, and access for staff use of all applicable IT systems and applications. Coordinates IT assistance to resolve issues. Keeps abreast of security protocols and new regulations; disseminates to staff . May participate in medical center and IT workgroups regarding, but not limited to, implementation of IT solutions to improve clinic/center operations.
Ensures facilities are well-maintained and coordinates with Facilities and /or Environmental, Health and Safety as needed. Conducts facilities rounding.
Monitors and ensures that fiscal and material resources are managed according to budgetary parameters across assigned center(s).
100%
(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)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.