Contact Center Team Lead - Emeryville, United States - University of California San Francisco

University of California San Francisco

Verified Company

Emeryville, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

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.

For roles covered by a bargaining unit agreement, there will be specific rules about where a new hire would be placed on the range.

Department Description

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 Contact Center team supports the organization's goal to be the #

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.

Required Qualifications

Bachelor's degree in related area and / or equivalent experience / training.
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

Data analysis, research, and reporting skills. Pref
Prior team lead / coordinator experience Pref
EPIC Knowledge

About UCSF

At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve a promise we share with the professionals who make up our team.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & Wor