Description
The mission of the Patient Access Organization is to provide timely, convenient, and equitable access for all UCLA Health patients and the communities we serve.
UCLA Health runs and operates over 200 outpatient clinics located in Southern California with over 3,000,000 outpatient encounters annually.
The Patient Access Organization has the intent to scale and grow further over the next few years.
Within the Patient Access Organization is the core operations team, the Patient Communication Center (PCC).
The PCC supports an average of 100,000 calls a week, and 4.
7 million calls handled annually across a multitude of specialties.
The Senior Operations Manager of the PCC will be responsible for managing all operational aspects across the assigned area of oversight with a focus on team and culture development, best practice development, thought leadership, and delivering against KPIs within budget.
In collaboration with the Director of Operations, this role will be responsible for the day-to-day operations management of the Patient Communication Representatives.
The Senior Operations Manager is a senior leader within PCC, accountable for ensuring that quality service and operational excellence is provided to our internal and external customers.
This is a critical leadership position overseeing the accountability of performance consistency for over 250 patient communication representatives.
This leader will also work collaboratively with clinic leadership to identify, recommend solutions for, and implement access improvement initiatives.
Finally, this role is responsible for staying up to date on current call center best practices, and driving through leadership on the future of patient support and how to deliver an excellent patient experience.
Salary Range: 45.
92-106.
36
Qualifications
Requirements: * Self-motivated, goal-driven, service-oriented leader * Bachelor's degree or equivalent work experience; master’s preferred * Minimum of three years of call center operations management experience; demonstrated success in previous supervisory and management roles * Excellent verbal and written communication * Experience working effectively with clinic leadership and all levels of staff * Strong interpersonal and problem-solving skills * Ability to multi-task and meet deadlines in a high speed environment * Experience with executive level presentation * Knowledge and abilities in the following areas: Leadership/Staff Development, including coaching, counseling, and training * Call center and clinic scheduling operations * Computer, to include call center industry related software * Excellent computer skills relevant to Microsoft Office Suites (i.
e.
Word, Excel, Outlook) * Ability to use independent judgment with internal staffing requirements and make real -time staffing changes.
* Ability to operate under minimal supervision and work in fast-paced environments.
* General knowledge of medical office services, procedures and terminology.
* Ability to work all PCC shifts, including weekends and evenings required and available to receive before & after hour calls regarding staffing changes/need * Must have valid drivers’ license, reliable transportation, and the ability to travel to and from all PCC site locations & throughout UCLA campuses * Must live in California or be willing to relocate.
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