VP Patient Access

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