UCSF

Public health sciences university in San Francisco

Vice President Patient Access

Clinical Support & Patient AdministrationConfirmed live in the last 24 hours

Full-timeSan Francisco, CA, USA$400k - $475kIn-person

About the Job

Requirements

At least 10 years of referrals and customer service or call center experience, with demonstrated leadership managing at least 150 call center representatives.
Strong operational understanding of referrals, especially front-end operations, and call center or customer service knowledge.
Proven verbal and written communication skills.
Superior organizational, management, leadership, and problem-solving skills.
Successful experience leading, coaching, and mentoring management.
Strong organization, service orientation, energy, and commitment.
Extensive knowledge of service center operations.
Advanced administrative leadership skills developing and overseeing large, complex operations and center administration functions.
Ability to develop long- and short-range strategic plans, integrate systems, and manage fiscal operations.
Advanced leadership, fiscal, and operations management skills.
Ability to develop center leaders in adopting and promoting a shared governance model of collaboration.
Advanced communications and interpersonal skills to promote shared governance among multiple disciplines.
Ability to motivate and engage staff at all levels regarding patient services, strategies, organizational mission, and values.
Bachelor's degree in a related area.
Master's degree in a related area.

Responsibilities

Oversee day-to-day operations of a high-volume, multi-modal contact center, including patient scheduling, referrals, inquiries, and patient communication workflows.
Monitor and drive improvements in call response times, abandonment rates, patient satisfaction, and first-call resolution.
Implement telephony modernization, integrated self-service tools, decision-tree-based scheduling workflows, and digital communication platforms to improve the patient experience.
Ensure contact center operations comply with regulatory, quality, and organizational standards.
Manage budgets for contact center and capacity management operations in alignment with financial goals and objectives.
Track financial performance metrics and identify cost-optimization opportunities while maintaining high-quality service delivery.
Partner with the Associate Chief Medical Officer for Patient Access and division and department stakeholders to align physicians around scheduling, registration, referral processes, and patient navigation.
Collaborate with IT and digital health teams to implement innovative technologies.
Use data and analytics to optimize workflows, track performance metrics, and inform strategic decisions on access and capacity management.
Champion patient experience enhancements and keep patients central to decisions and forward strategies.
Optimize capacity management systems, including clinic template design, physician scheduling, appointment availability, and referral management.
Expand the contact center model across ambulatory services, ensuring consistency, integration, and scalability across departments and practices.
Lead organizational change management efforts and engage stakeholders in adopting new workflows, technologies, and patient access standards.
Partner with the Associate Chief Medical Officer for Patient Access to develop physician engagement strategies for scheduling optimization, referral workflows, and patient navigation as the model expands.
Monitor and evaluate spread initiatives and identify opportunities for further standardization and improvement.
Provide leadership and oversight for contact center and capacity management teams, fostering accountability, collaboration, and continuous improvement.
Oversee hiring, training, professional development, and performance evaluation.
Implement quality assurance programs and create workforce growth opportunities that support organizational goals and individual career development.

Desired Qualifications

Ability to develop a systems strategic plan and implement a vision across a large, complex organization.
In-depth knowledge of relevant regulatory requirements and legislative, accreditation, licensing, and compliance environments.
At least five years of front-end operations experience in an ambulatory or acute setting.
Blend of strategic and operational experience with customer-side exposure, particularly in the referrals outsourcing industry.
Knowledge of large hospital information systems such as Paragon and Epic.
Understanding of front-end, mid-cycle, and patient financial services in a hospital, health system, or large ambulatory setting.

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)

Knowledge, Skills and Abilities	Req / Pref
10+ years of referrals experience and customer service/call center experience along with demonstrated leadership experience managing a minimum of 150+ call center representatives	Req

The successful candidate must have a strong operational understanding of referrals with a particular focus on front end operations and call center/customer service knowledge with proven verbal and written communication skills	Req
Must be able to demonstrate superior organizational, management, leadership and problem-solving skills	Req
Proven successful experience leading, coaching, and mentoring management is required	Req
Must be well organized, service oriented, energetic, and committed	Req
Extensive knowledge of service center operations	Req
Advanced administrative leadership skills in successfully developing and overseeing large complex operations / center administration functions. Skills for developing long and short range strategic plans, integrating systems and fiscal management.	Req
Advanced leadership, fiscal, and operations management skills. Ability to develop center leaders in their adoption and promotion of a shared governance model of collaboration.	Req
Advanced communications and interpersonal skills to promote an effective model of shared governance among multiple disciplines. Ability to motivate and engage all levels of staff in regards to patient services, strategies, and organizational mission and values.	Req
Ability to develop a systems strategic plan and implement a vision across a large, complex organization.	Pref
In-depth knowledge of a broad scope of relevant regulatory requirements, as well as legislative, accreditation, licensing, and compliance environments.	Pref
At least 5 years of experience with front end operations in ambulatory and/or acute setting is preferred	Pref
Ideal experience will include a blend of strategic and operational experience with strong customer side exposure specifically in the Referrals Outsourcing industry	Pref
Knowledge of large Hospital Information Systems such as Paragon and Epic is preferred	Pref
Understanding of Front End, Mid-Cycle and Patient Financial Services knowledge in Hospital/Health System and/or large ambulatory setting is preferred	Pref

Education, Licenses and Certifications:

Education	Req / Pref
Bachelor's degree in related area	Req
Master’s degree in related area	Req

Key Responsibilities

% of time	Essential Function (Yes/No)	Key Responsibilities (To be completed by Supervisor)
30	Yes	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	Yes	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	Yes	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	Yes	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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Budgeted Job Salary Range: 400,000-475,000

About the Company

UCSF

Public health sciences university in San Francisco

UC San Francisco is a public research university in San Francisco focused solely on health sciences, combining professional education with biomedical research and patient care. Its schools of dentistry, medicine, nursing and pharmacy train clinicians and scientists, while teams investigate cancer, immunology, genomics and neuroscience. UCSF Medical Center and Benioff Children's Hospitals connect clinical care with faculty research and training, and university clinics serve patients across Northern California. Founded in 1864, UCSF is the University of California campus dedicated to graduate and professional education and biomedical research, based in San Francisco.

Company size: 10,001+
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: 1864

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