Ambulatory Access Center Manager

Job Description

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is committed to providing an inclusive, equitable, and diverse place of employment.

Manages operations of the UC Health Access Center. Oversees day-to-day activities related to process improvement, department and staff communication, and staff oversight, training, and development. Evaluates staff performance to ensure agents are meeting operational and quality targets. Acts as a liaison between the Access Center and Ambulatory Clinical Departments.


Job Function: Management
  • Manages Access Center operations including overseeing Representatives and Supervisors to ensure exceptional customer service is provided
  • Establish and maintain department standards, policies, and procedures and ensures adherence by Representatives and Supervisors
  • Assumes responsibility for Department in Director's absence
  • Performs duties of subordinate personnel in response to workload demands or staffing shortages
  • Schedules, determines work priorities, and assigns work to personnel based on Access Center goals, targets, and objectives. Ensure timely and accurate completion of work activities
  • Develops staffing strategies and implements schedules that are consistent with meeting the budget objectives
  • Work with Access Center leadership to define quantitative and qualitative measures of success
  • Interviews, recommends hiring of, orients, trains, evaluates the performance of staff, and recommends disciplinary action when necessary
  • Monitor performance against quality and service level targets.
  • Identifies improvement areas based on best practices and develops performance improvement plans to address gaps
  • Create an environment to support high-performing teams
  • Conducts continuing education, procedures, system updates, and decision tree changes
  • Conducts monthly quality and performance meeting with direct reports
  • Approves time and attendance for direct repor ts
  • Assists the director in development and maintenance of departmental budget
  • Responsible for departmental supplies and ensuring spending is kept within budgeted allowances
  • Oversees the quality of registration data collected for the organization which impacts revenue

Job Function: Interdepartmental Support
  • Assists Director in maintaining communications with assigned departments
  • Conducts monthly meetings with supported departments
  • Works with departments to assist with handling escalated calls or concerns
  • Maintains a collaborative relationship with d epartmental leadership to drive efficiencies (e.g. decision trees refinement, template support, referral process improvement, and issue escalation)
  • Perform all other duties


Minimum Requirement
  • Bachelor's Degree
  • 1 - 2 years of equivalent experience

Required Skills and Knowledge :
  • Computer literacy skills and knowledge of medical terminology required
  • Must have excellent communication skills to enable clear and competent interaction with employees, physicians, nursing staff, other health system personnel, patients, and their relatives
  • Must be decisive, flexible, organized, and function well in a fast-paced, stressful, and sensitive environment
  • Deal appropriately with conflict and resolve problems with diplomacy
  • Knowledge of diagnosis medical billing, and third-party insurance requirements is preferred
  • Excellent organizational and time-management skills
  • In-depth understanding of centralized call center operations and technologies
  • Experience in an academic medical center and a large integrated health system
  • Strong leadership, team building and engagement, communication, problem-solving, organization, change management, and analytical skills
  • Knowledge of EPIC and experience with Cadence, templates, and referral management platforms
  • Ability to identify performance gaps and develop/implement corrective action plans

Work Environment
  • While the position is primarily remote, travel to the UC Health Business Center location may be necessary (e.g. training)
  • Work hours will vary from time to time depending upon the needs of the business
  • Regular and predictable attendance is required for this position