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.
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 time
Essential Function (Yes/No)
Key Responsibilities
(To be completed by Supervisor)
60
YES
Review 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
YES
Supervises 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%
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Required Qualifications
Preferred Qualifications
