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

To see the salary range for this position (we recommend that you make a note of the job code and use that to look up): TCS Non-Academic Titles Search (https://tcs.ucop.edu/non-academic-titles)

Please note: An offer will take into consideration the experience of the final candidate AND the current salary level of individuals working at UCSF in a similar role.

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

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html