#137581 Access Operations & Performance Manager

DESCRIPTION

The Access Operations & Performance Manager, Cancer Services is a strategic leader responsible for advancing patient access excellence across the cancer service line. This role oversees core access functions including the call center, new patient coordination, and surgery scheduling, ensuring a seamless and patient-centered experience. This position requires strong project management capability, the ability to lead large teams, and experience coaching new and developing leaders. Through rigorous analysis of performance metrics and trends, the manager drives transformative improvements that strengthen operational efficiency and support institutional access goals. The manager partners closely with administrative and physician leaders, patient access teams, and other key stakeholders to design and implement standardized workflows and innovative solutions that improve access and utilization.

Key Responsibilities

• Provide oversight of call center operations, new patient coordination, and surgery scheduling for cancer services.

• Analyze performance metrics, develop insights, and inform strategic planning and decision-making across cancer services.

• Lead the development, provision, and ongoing management of key success metrics that evaluate service line access and inform operational priorities.

• Standardize scheduling workflows and redesign access processes to enhance ease of access for patients and staff.

• Drive process reengineering and implement improvements that support access, capacity optimization, and operational efficiency.

• Manage and advance cancer services–wide access and capacity initiatives through strong project management and disciplined execution.

• Foster a goal-oriented environment that supports staff development, team cohesion, and consistent achievement of performance expectations.

• Utilize data to identify opportunities, monitor trends, and guide resource planning, space utilization, and scheduling optimization.

• Maintain a strong understanding of outpatient workflows, healthcare delivery trends, and patient access operations at academic medical centers.

MINIMUM QUALIFICATIONS

• A Bachelor's degree in business, healthcare administration, or related area and/or equivalent combination of experience/training.

• Seven (7) or more years of relevant experience in a large healthcare setting.

• Demonstrated success in healthcare patient access, capacity management, and/or healthcare operations management.

• Experience leading large teams.

• Strong program and project management skills, with experience implementing operational improvements in complex healthcare settings.

• Strong analytical and problem-solving skills, with the ability to interpret data and apply insights to operational decisions.

• Excellent interpersonal, communication, and stakeholder management skills, with the ability to build strong, collaborative relationships across disciplines.

• Familiarity with clinical terminology and healthcare operations in an academic medical center environment.

PREFERRED QUALIFICATIONS

• Master's degree in healthcare administration, public health, or business.

• Effective change management experience and process improvement certification (Lean Six-Sigma Certification).

• Experience in outpatient oncology or cancer service line operations, including operations, access, or surgical scheduling.

• Demonstrated success in call center management, access operations, performance improvement, capacity management, and/or resource optimization across multi-disciplinary service lines.

SPECIAL CONDITIONS

• Must be able to work various hours and locations based on business needs.
• Employment is subject to a criminal background check and pre-employment physical.

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.

UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!

Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

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.

For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.