Hybrid AMBUL CARE ADMSTN CRD 3 CX bei University of California, San Francisco (UCSF) Health
University of California, San Francisco (UCSF) Health · Brisbane, Vereinigte Staaten Von Amerika · Hybrid
- Professional
- Optionales Büro in Brisbane
Job Summary
This position has 2 openings Brisbane and Emeryville, however for both positions it is REQUIRED to train at the Emeryville location for the 1st 6+ months of the role.
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
department’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)
The salary range for this position is $40.24 - $58.84 (Hourly Rate).
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
Job Title
Employee Class
Percentage
Shift Length
Shift
Additional Shift Details
Bargaining Unit
Job Category
Required Qualifications
• 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
• Prior team lead / coordinator experience Pref
• EPIC Knowledge
Position Type
Department Name
Equal Employment Opportunity
Department Description
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.
About UCSF
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
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.
