Access Supervisor, Patient Access Organization

Make a significant contribution to a world-class health organization. Help maintain our reputation for outstanding patient and customer satisfaction. Experience a high level of personal and professional rewards. UCan do all this and more at UCLA Health.

The Patient Access Organization (PAO) Access Supervisor oversees and coordinates the day-to-day operations of the Patient Communication Representatives and services. Supervises all inbound and outbound calls with consumers, patients, physicians and others to ensure quality, productivity, and service expectations are met. Cultivates and maintains strong working relationships with internal and external customers (i.e. employees, physicians, clinical site managers, directors, etc.)

UCLA Health is a world-renowned health system with four award-winning hospitals and dozens of primary care practices, specialty practices, urgent care centers and other ancillary locations throughout metro Los Angeles as well as the David Geffen School of Medicine. We are Los Angeles' trusted provider of exceptional, compassionate patient care as well as an international destination for the finest in medical treatment. If you're looking to experience greater challenge and fulfillment in your career, UCan at UCLA Health.

• Bachelor's degree or equivalent work experience (see below)
• Minimum of three years of Call Center operations experience
• Supervisory experience
• Demonstrating the ability to work as part of a team for the good of the whole by supporting and adapting to departmental decisions and changes, maintaining positive interpersonal relations and good communications.
• Proven experience in process improvement, change management and overall operational excellence
• Excellent interpersonal and written communication skills
• Ability to provide leadership, direction, motivation, development opportunities, and build high performing teams
• Strong quantitative and analytical skills
• Must be proficient with Excel, have the ability to organize/analyze, import/export data in a structured manner (db administration, pivot tables, SQL queries, etc.)
• Working knowledge of Windows based programs (Word, PowerPoint, Access, etc.)
• Strong working knowledge of EPIC
• Working knowledge of the UCLA Healthcare System (or other healthcare system) and where to go to get issues resolved, Knowledge of medical terminology, and of major medical insurance plans and authorizations.
• Ability to travel to all Patient Communication Center sites