Vice President Call Center Operations Jobs in California

The Vice President, Patient Access, will lead UCSF Health's efforts to optimize and expand patient access across the organization. This high-impact role is responsible for overseeing both the Contact Center and the Capacity Management Team, ensuring seamless operations, financial stewardship, and strategic growth. The VP will play a pivotal role in driving the adoption of the contact center model across UCSF's ambulatory services, enhancing the patient experience while supporting organizational goals of operational efficiency and financial sustainability.

This role will be instrumental in improving the patient experience and access to care by providing a consistent, equitable, and scalable patient experience through a multi-modal communication center and capacity management system. The scope of the contact center and capacity management work includes referral management, template optimization, scheduling using decision trees, new patient referrals, self-scheduling, telephony modernization, and leveraging innovative technology to streamline operations and improve care delivery.

As a key member of UCSF Health's leadership team, the VP will work collaboratively with stakeholders across the health system to deliver exceptional service, streamline access to care, and support UCSF's mission of advancing health worldwide. This position serves as the senior leader for a workforce of over 500 FTEs dedicated to patient access services.

The VP, Patient Access sits within UCSF Health's Ambulatory Business Unit, which advances the goals and priorities of the President, Faculty Practice Organization & Senior Vice President of Ambulatory services, in collaboration with the Ambulatory Senior Executive team.  The UCSF Health Ambulatory Business Unit consists of ambulatory operations including surgical centers, outpatient cancer services & infusion care, and outpatient pharmacy operations. The annual revenue of Ambulatory services is >3.2 billion. 

Knowledge Skills and Abilities (KSAs)

Education, Licenses and Certifications:

Education

Req / Pref

Key Responsibilities 

% 

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

30

Contact Center & Capacity Management Operations

• Oversees day-to-day operations of a high-volume, multi-modal contact center, including patient scheduling, referrals, inquiries, and patient communication workflows.

• Monitors and drives improvements in key performance metrics such as call response times, abandonment rates, patient satisfaction, and first-call resolution.

• Implements advanced systems such as telephony modernization, integrated self-service tools, decision-tree-based scheduling workflows, and digital communication platforms to improve the patient experience.

• Ensures compliance with regulatory, quality, and organizational standards across all contact center operations.

• Manages budgets for contact center and capacity management operations, ensuring alignment with financial goals and objectives.

• Tracks financial performance metrics and identify opportunities for cost optimization while maintaining high-quality service delivery.

30

Strategic Leadership

• Works closely with the Associate Chief Medical Officer (ACMO), Patient Access, to partner with division/department stakeholders and align physicians around scheduling, registration, referral processes, and patient navigation.

• Collaborates with IT and digital health teams to implement innovative technologies 

• Leverages data and analytics to optimize workflows, track performance metrics, and inform strategic decision-making around access and capacity management.

• Champions patient experience enhancements, ensuring the patient remains at the center of all decisions and forward strategies.

• Leads efforts to optimize capacity management systems, including clinic template design, physician scheduling, appointment availability, and referral management processes.

15

Spread Activities and Model Expansion

• Drives the expansion of the contact center model across ambulatory services, ensuring consistency, integration, and scalability across departments and practices.

• Leads organizational change management efforts, engaging stakeholders at all levels to adopt new workflows, technologies, and patient access standards.

• Partners with the ACMO, Patient Access, to develop strategies for physician engagement in scheduling optimization, referral workflows, and patient navigation processes as the model expands across the system.

• Monitors and evaluate the success of spread initiatives, identifying opportunities for further standardization and improvement.

15

Team leadership and Development

• Provides leadership and oversight for contact center and capacity management teams, fostering a culture of accountability, collaboration, and continuous improvement.

• Oversees hiring, training, professional development, and performance evaluation to ensure teams have the skills and resources needed to succeed.

• Implements quality assurance programs and create opportunities for growth within the workforce to support organizational goals and individual career development.

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