Director of Imaging Access & Scheduling

The Director of Imaging Access & Scheduling is responsible for strategic leadership, operational oversight, and performance optimization for all patient access functions within Imaging Services. This role oversees scheduling, front desk operations, the image library, and the imaging float pool to support service continuity, ensure seamless patient flow, deliver exceptional customer service, and efficiently utilize imaging resources across all sites of care. 

This role leads initiatives to ensure timely and equitable patient access, strategic capacity utilization, standardized scheduling workflows, and agile workforce deployment across imaging modalities and clinics (CT, MRI, Ultrasound, Interventional Radiology, Breast Imaging, Nuclear Medicine, X-ray, etc.).

The Director partners closely with Radiology modality leaders, clinical & nursing leadership, hospital operations, referring services, IT, and revenue cycle teams to deliver high-quality, equitable, and efficient access to imaging services while supporting volume growth, financial stewardship, and workforce resilience. The Director also leads strategies to manage urgent access needs, including add-on and priority scheduling, to ensure patients requiring timely imaging are appropriately accommodated. The incumbent will advise and support in the following specific areas:

This role is core to overseeing the following:
•    Strategic leadership planning & program development
•    Scheduling, front desk and image library operations & management 
•    Radiology float pool oversight & management for all modalities (excludes radiology nursing)
•    Quality & safety performance
•    Patient Experience and access
•    Data & Performance analytics to track operational & financial performance
•    Financial & Business management 
•    Team leadership & workforce development
•    Collaboration & Communication
•    Other duties as assigned

Key Competencies:
•    Strategic & Systems Thinking
•    Operational Excellence
•    Workforce Optimization
•    Financial Stewardship
•    Change Management
•    Executive Communication
•    Data-Driven Decision Making
•    Cross-Functional Influence

Key Performance Indicators (KPIs):
•    Volume/Utilization
•    Scheduler productivity
•    Days to appointment / Third next available appointment 
•    Schedule utilization and fill rates 
•    No-show and cancellation rates 
•    Registration accuracy and denial rates related to front-end errors 
•    Patient satisfaction / experience scores 
•    Call center performance (e.g., speed to answer, abandonment rate) 
•    Imaging library turnaround times 
•    Labor productivity and Contribution Margin
•    Other metrics as defined

Department Description

UCSF Health Radiology and Biomedical Imaging is an integral part of a leading academic health system, delivering high-quality, patient-centered imaging and interventional services across the continuum of care. The department supports inpatient and outpatient populations, including adult, pediatric, ambulatory, and network settings, ensuring seamless access to diagnostic and therapeutic imaging services.
 

Comprehensive services include MRI, CT, ultrasound, mammography, radiography, bone densitometry, PET/molecular imaging, molecular therapy, and body and neuro interventional procedures. These services are provided across 15 locations throughout the UCSF Health system, including the hospitals and procedural areas at Parnassus Heights, Mission Bay, Mount Zion, Stanyan, Hyde, and Oakland as well as ambulatory imaging centers and network sites.
 

With an annual volume exceeding 500,000 patient visits, UCSF Health Radiology plays a critical role in advancing timely access, operational excellence, and high-quality outcomes for diverse patient populations across all care settings.

%  

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

10

Strategic Leadership & Program Development

• Provide system-wide oversight, vision and direction of imaging scheduling, front desk operations, imaging library, and float pool staffing across all sites of care. 
• Develop and implement standardized workflows, policies, and procedures to ensure consistency across all sites. 
• Monitor daily operations to ensure timely patient access, accurate registration, and efficient throughput. 
• Partner with modality leaders to align access capacity with imaging demand.
• Lead initiatives to align scheduling/front desk & float pool operations with system priorities, including same-day diagnostics, high-risk program integration, and multidisciplinary coordination.
• Develop and execute strategic plans that support growth, access improvement, and service line expansion.
• Monitor market trends, emerging technologies, and best practices to ensure competitive, high-quality service offerings.

10

Scheduling & Access Management

• Oversee all imaging scheduling functions, including centralized call centers and decentralized scheduling workflows. 
• Standardize scheduling protocols by modality (e.g., MRI, CT, IR, ultrasound, screening vs. diagnostic). 
• Ensure accurate order intake, protocoling workflows, and appointment matching to appropriate resources. 
• Optimize provider templates and block utilization in partnership with modality and physician leaders. 
• Drive improvements in: 
• Days to next available appointment 
• Third next available appointment (TNAA) 
• Schedule utilization rates 
• No-show and late cancellation rates 
• Implement strategies such as waitlists, backfill processes, and predictive overbooking where appropriate. 
• Ensure equitable access across patient populations and sites

10

Front Desk/Registration Operations & Imaging Library Services

• Lead all front desk functions, including patient check-in, registration accuracy, insurance verification, and point-of-service collections (where applicable). 
• Standardize workflows for patient arrival, identity verification, and documentation compliance. 
• Oversee all imaging library functions, including image intake, digitization, transfer, and release of information. 
• Ensure timely processing of image requests for internal and external stakeholders. 
• Maintain compliance with HIPAA and medical records regulations. 
• Partner with IT to optimize image exchange platforms (e.g., PACS, vendor-neutral archives, image sharing tools). 
• Improve turnaround times and reduce manual processes through automation and digital solutions.
• Ensure alignment with enterprise revenue cycle processes to reduce downstream denials and rework. 
  • Monitor and improve: 
  • Registration accuracy rates 
  • Point-of-service collection performance 
  • Patient wait times and throughput 
  • Implement service excellence standards and scripting to ensure a consistent, high-quality patient experience.

10

Float Pool & Workforce Strategy

• Develop and manage a system-wide float pool to support modalities, scheduling, front desk, and imaging library coverage. 
• Design flexible staffing models to address volume variability, site coverage gaps, and growth needs. 
• Implement workforce planning strategies, including: 
  • Staffing ratios and productivity benchmarks 
  • Cross-training programs 
  • Contingency staffing plans 
• Monitor labor performance metrics, including overtime, premium pay, and agency utilization. 
• Drive workforce engagement, retention, and career pathway development.

10

Patient Experience & Access

• Champion a consistent, high-quality patient experience across all access touchpoints. 
• Lead initiatives to reduce disparities in access and improve equity across patient populations. 
• Monitor and improve patient satisfaction metrics, ensuring accountability at all levels of the organization. 
• Integrate culturally competent practices into access workflows and staff training.

10

Financial, LER & Business Management

• Oversee financial performance of imaging access operations, including labor and operational budgets. 
• Partner with revenue cycle leadership to improve: 
  • Front-end accuracy (scheduling, registration, authorization) 
  • Denial prevention and revenue capture 
• Quantify and reduce financial leakage related to access inefficiencies (e.g., no-shows, underutilized capacity). 
• Support pro forma development and ROI analysis for growth and access initiatives. 
• Monitor revenue, volume trends, wRVU performance, labor productivity, and contribution margin metrics.
• Support equipment planning, technology evaluation, and capital project justification (e.g., tomosynthesis units, MRI coils, ultrasound systems).
• Identify opportunities for programmatic growth, efficiency improvement, and cost optimization.
• Works collaboratively with labor relations on bargaining unit issues and contract negotiations at the local level. Facilitates and oversees resolution of human resources, labor relations, employee safety and risk management issues.

10

Team Leadership & Workforce Development

• Provide direct leadership to modality managers, supervisors, technologists, nurses, and support staff across breast imaging and ultrasound.
• Champion staff engagement, performance management, recruitment, and retention.
• Ensure robust onboarding, competency validation, and ongoing education for technologists performing breast and general ultrasound imaging.
• Foster a culture of teamwork, accountability, and continuous improvement.

10

Data, Analytics & Continuous Improvement

• Establish dashboards and reporting structures to monitor access and operational performance. 
• Use data analytics to identify trends, forecast demand, and inform decision-making. 

• Lead Lean, Six Sigma, or similar process improvement initiatives to Drive a culture of accountability and continuous improvement.

• Define and monitor KPIs, including: 

  • Access timeliness (e.g., days to appointment, TNAA) 
  • Utilization and throughput 
  • No-show and cancellation rates 
  • Call center performance metrics 
  • Registration accuracy and denial rates 
  • Others as assigned 

• Use predictive analytics to anticipate demand and inform strategic decisions.

10

Compliance, Quality & Risk Management

• Ensure compliance with all federal, state, and regulatory requirements (e.g., HIPAA, Joint Commission). 
• Maintain audit readiness for access and documentation processes. 
• Ensure data integrity across scheduling, registration, and imaging systems. 
• Partner with compliance and quality teams to address risks and implement corrective actions.

10

Collaboration & Communication

 Partner with: 

• Modality and radiology leadership 
• Enterprise Patient Access and Revenue Cycle teams 
• IT/Informatics and digital health teams 
• Referring providers and clinic operations 
• Support growth initiatives such as new site openings, service line expansions, and technology implementations. 
• Serve as a key leader in enterprise-wide access transformation efforts.

100%

Required Qualifications: 

• Bachelor's Degree 
• Licensed technologist  in a radiology modality
• Strong hospital management experience, with progressive and in-depth expertise in patient care services. Knowledge of hospital / clinic operations in a hospital or medical center setting; knowledge of appropriate professional standards for the department and team
• 5+ years of progressive leadership experience, preferably in radiology
• Excellent communications and interpersonal skills to foster and promote an environment for effective communication and collaborative decision making across multiple units and disciplines

Preferred Qualifications:

• Master's Degree in health administration or clinical degree in relevant area 
• Excellent leadership, fiscal and operations management skills, with the ability to collaborate effectively with physicians, management and staff from all disciplines. Ability to create and maintain a goal-oriented climate of teamwork, collaboration and consistent achievement of objectives.
• Strong knowledge of relevant healthcare information technology and patient care workflows and processes.
• Strong knowledge of relevant regulatory requirements, as well as related legislative, accreditation, licensing and compliance environments.
• Strong knowledge of regulatory and accreditation standards related to radiology
• Demonstrated experience managing complex operations, staffing models, and clinical workflows in a high-acuity environment
• Experience with operational improvement, throughput optimization, and lean methodologies