The Patient Communication Center (PCC) 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 is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
Required: Demonstrates professional and positive interpersonal relationships with physicians, patients, clients, students, team members and all others as evidenced by: 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. Demonstrates a positive attitude and approaches work in a spirit of teamwork. Extending courtesy / sensitivity in all contacts both on the phone and in person. Managing interpersonal concerns through chain of command and in a discreet manner. Taking responsibility for personal growth and improvement. Accepting constructive feedback and making appropriate changes. Serving as a resource for co-workers in problem identification and resolution. Attending scheduled meetings. Assisting with orientation and training of other personnel. Knowledge and abilities in the following areas: Proven experience in process improvement, change management and overall operational excellence. Must be able to multi-task, be detail oriented and possess strong project management/ organizational skills. Presentation/Communication Skills. Excellent interpersonal and written communication skills. Build Effective Teams. Ability to provide leadership, direction, motivation, development opportunities, and build high performing teams. Technical Skills/Learning. 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.
Preferred: Qualifications in regards to Education and Education: Bachelor’s degree or equivalent work experience (see below). Minimum of three years of Call Center operations experience. Supervisory experience. 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.
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