Administrative Director

Job Summary

The Administrative Director provides high-level strategic leadership and operational accountability for the UCSF Health Contact Center, Referral and Access Centers, and Call Center across Ambulatory Services. Reporting to the Director, this role is responsible for implementing the vision, strategy, and direction for centralized patient access and referral services set forth by leadership. The Administrative Director leads a team of Administrative Managers and Supervisors to deliver exceptional patient and provider experiences, drive operational excellence, and support the growth of UCSF Health’s ambulatory practices.

Key Responsibilities

• Provide strategic direction and executive oversight for all Contact Center, Referral, Access, and Call Center operations, ensuring alignment with UCSF Health’s mission, goals, and priorities.

• Lead, mentor, and develop a high-performing team of Administrative Managers and Supervisors through regular 1:1 meetings, performance evaluations (3-month, 6-month, and annual), coaching, and professional development.

• Manage daily operations by monitoring email and instant message communications, resolving escalated issues (including post-stabilization and pod escalations), and supporting frontline huddles and meetings.

• Oversee activities related to performance scorecard reviews, quality improvement, compliance oversight, employee engagement score reviews, and development of action plans.

• Serve as the primary executive liaison for escalations with referring providers, physician groups, external partners, and internal departments.

• Manage departmental budgets, assess resource allocation, and staffing models to achieve target financial performance.

• Champion a culture of excellence by modeling and enforcing the Medical Center’s House and Telephone Standards, providing recognition, and supporting recruitment, orientation, and emergency/strike coverage needs.

• Lead and/or attend meetings, including Leadership Huddles, Cohort/Cross-Functional Huddles, PDSAs AD/Manager Meetings, Staff Meetings and Steering Committee meetings.

• Represent the department at the executive level in committees, task forces, and strategic planning forums while handling ad-hoc priorities such as building management escalations and operational rotations.

• Lead and/or oversee large-scale projects including technology implementations, troubleshooting, enhancements, special projects, and onboarding programs.

• Partner with Administrative Managers and Supervisors to drive strategic expansion and integration of Contact Center services across new ambulatory practices, service lines, and programs.

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our 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 here.

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Salary Information

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

To learn more about the benefits of working at UCSF, including total compensation, please visit: