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# Ambulatory Access/Operations Manager (Open and Promotional)

- **Company:** County of San Mateo
- **Location:** San Mateo, CA, United States
- **Experience:** Experienced
- **Salary:** $154,877.0 - $193,586.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Access, Microsoft Word, Microsoft Excel, Data Analysis, Information Systems, Identity and Access Management, Microsoft Office, Microsoft Visio, Microsoft PowerPoint, Program Design Languages, Web Applications, Performance Monitor
- **Published:** July 10, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=10744fb470a9e85e

## About the Role

* Three years of supervisory experience.
 * Two years of direct relevant experience can be substituted if candidate possesses a master's degree.
 * A Master's in Public Health, Health Administration or Business Administration is preferred.
 * Knowledge of local, state, and federal health policy affecting care delivery operations.
 * Ability to establish and maintain effective working relationships with co-workers and SMMC employees at all levels in routine, emergency, and emotional situations.
 * Proficient with web-based information systems and Microsoft Office Suite, Teams, Word, Excel, Visio, and PowerPoint.
 * Experience using Performance Improvement models (such as LEAN, Six Sigma, A3).

Qualifications
Knowledge of :

 * Principles and practices of public administration, and program management, including planning, implementation and evaluation and reporting.
 * Principles and methods of community health services, including current trends in education, research, treatment, prevention, rehabilitation, environmental health or related services.
 * Laws, codes and regulations governing community health care and knowledge of County, state and federal legislative developments applicable to contemporary health issues.
 * Organizational, personnel and fiscal management within a multi-faceted, community-based program setting.
 * Community resources and public/private services and funding sources., Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:
*
Education: Bachelor's degree in public health, nursing, social work, public administration or a related discipline.
*
Experience: Two years of administrative or managerial experience in a health, social or community services organization, including significant responsibility for one or more of the following: program and budget development, funding, utilization, coordination of community resources or program evaluation., * The highest standards of public service

 * A common vision of responsiveness
 * The highest standards of ethical conduct
 * Treating people with respect and dignity

## Description

San Mateo County Health - San Mateo Medical Center is currently seeking a full-time, regular Ambulatory Access/Operations Manager . Under general direction of the Deputy Director of Ambulatory Services, the Ambulatory Access/Operations Manager plays a crucial role in ensuring efficient and effective patient access to medical services within San Mateo Medical Center clinics. This position oversees the day-to-day operations of the call center, Tier 1 Patient Portal Support, virtual clinic including Nurse Triage, Express Care (same-day visit), and ambulatory social work team and collaborates closely with the clinics to develop guidelines for patient access. The Ambulatory Access/Operations Manager is responsible for the overall virtual clinic, optimizing patient flow, enhancing customer service, and driving operational excellence. The successful candidate will possess strong leadership skills, exceptional problem-solving abilities, and a deep understanding of healthcare operations., * Plan, direct, monitor, coordinate, and evaluate the virtual clinic or clinics' operations and service delivery programs, including needs assessment, program design and planning, implementation, evaluation, and regulatory enforcement.

 * Assess the quality of patient care; develop and generate community support for changes or enhancements to service delivery methods; advocate for patients with medical staff to ensure appropriate and timely care is provided. Based on the voice of the customer and with collaboration with Patient Experience.
 * Oversee the operations of the call center and nursing triage team, ensuring high-quality patient interactions, timely response, and accurate documentation.
 * Implement and enforce operational policies, procedures, and best practices to enhance patient access and optimize resource allocation.
 * Monitor key performance indicators (KPIs), identify trends, and develop strategies to improve operational efficiency and patient satisfaction.
 * Lead Improvement Projects and collaborate with cross-functional departments.

Staff Supervision and Development:

 * Provide leadership, guidance, and support to the call center, nursing triage team, virtual clinic, ambulatory social work team, and patient portal support team fostering a positive work environment and promoting professional growth.
 * Conduct regular performance evaluations, identify training needs, and facilitate appropriate training programs to ensure staff competence and productivity.
 * Establish performance goals and objectives, monitor performance against established metrics, and take corrective actions as needed to align with strategic goals and initiatives.

Collaboration with Clinics:

 * Collaborate closely with all clinic managers and staff to develop guidelines, protocols, and workflows to streamline patient access and enhance care coordination.
 * Facilitate regular meetings and communication channels with clinic stakeholders to identify operational challenges, resolve issues, and drive continuous improvement.
 * Serve as a liaison between the call center, nursing triage team, and clinics, promoting effective communication and collaboration across departments.
 * Consult with other program managers on relevant program issues; develop alternative strategies for dealing with community health needs and assist in the implementation of solutions as necessary.

Quality Assurance and Compliance:

 * Ensure adherence to applicable regulatory requirements, quality standards, and best practices in patient access and call center operations.
 * Conduct regular audits, evaluate performance against established benchmarks, and implement corrective measures as necessary.
 * Promote a culture of patient safety, confidentiality, and compliance with HIPAA and other relevant regulations.
 * Develop, present, and advocate for clinic funding; administer and monitor the approved budget to ensure the accomplishment of clinic care objectives within budget restrictions.

Patient Access Strategy Development:

 * Collaborate with all clinic managers and other key stakeholders to develop guidelines, OSW for patient access, appointment scheduling, and triage protocols pertinent to call center, nursing triage, and virtual clinic.
 * Analyze current patient access workflows, identify areas for improvement, and implement strategic initiatives to enhance operational efficiency and patient experience.
 * Ensure best practices related to patient access and appointment scheduling.

Data Analysis and Reporting:

 * Monitor and evaluate patient access metrics, identify trends, and generate reports for key stakeholders.
 * Provide insights and recommendations based on data analysis to drive continuous improvement in patient access operations.
 * Stay updated with industry trends and advancements in patient access management and incorporate innovative solutions to optimize processes and outcomes., * Identify and analyze complex community health issues and problems.
 * Plan, organize, and coordinate programs and services on a comprehensive, county-wide level to meet community needs.
 * Integrate a variety of activities and services to achieve program goals, objectives, and priorities.
 * Apply principles and techniques of community organization.
 * Speak effectively to diverse audiences, including clinical, professional, civic and citizen groups.
 * Maintain cooperative working relationships with other program managers and staff, other agencies and the community; enlist and mobilize community support for programs.
 * Prepare complex and detailed written reports, program policies, procedures and contracts.
 * Train staff and coordinate activities of contractors, volunteer groups and staff.


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