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General Information

Work Location: Irwindale, USA
Onsite or Remote
Fixed Hybrid
Work Schedule
variable shifts, Monday - Friday 7a-7p
Posted Date
03/06/2025
Salary Range: $5733.33 - 11750 Monthly
Employment Type
2 - Staff: Career
Duration
indefinite
Job #
22772

Primary Duties and Responsibilities

Play a vital role in the delivery of world-class patient care. Take your career in an exciting new direction. At UCLA Health, you can do all this and more. 

The Patient Access Org Operation Supervisor oversees and coordinates the day-to-day operations of the Patient Communication Representatives and services. You will supervise all inbound and outbound calls with consumers, patients, physicians, and others to ensure quality, productivity, and service expectations are met. In this role you will cultivate and maintain strong working relationships with internal and external customers (i.e. employees, physicians, clinical site managers, directors, etc.). Your duties will include but not be limited to:

  • Monitor/ Oversee all appointment scheduling and registration activities for supported sites; ensure that clinics are scheduled according to protocol and that clinic schedules are accessible according to Health System standard
  • Assist with calls to ensure satisfactory access measures are met within the department
  • Produce operational reports and conduct frequent quality assurance audits of PCC staff
  • Maintain a current understanding of practice operations and procedures/ payor mix; processes and procedures we follow according to a plan or coverage.
  • Assess department needs and manage the development of our PCC Policies and Procedures/Liaison between practice staff and PCC staff
  • Makes necessary changes in staffing based on day of week, call load, other anticipated events, and historical data.
  • Monitors productivity of patient communication representatives and generates reports
  • Answers questions and recommends corrective services to address customer complaints.
  • Performs other Duties as assigned by the PCC Operations Manager and/or Director.
Salary range: $32.95-$67.53 Hourly
*Must be able to come on site 3 days a week at either our Irwindale or Agoura Hills Location*

Job Qualifications

*Must live in California or be willing to relocate*

Required Qualifications:

  • Prior supervisory and/or leadership experience in a health care setting or supervisory experience within a call center environment
  • Minimum of 3 years of call center experience 
  • Excellent interpersonal and written communication skills
  • Understanding of how to review performance data to improve operations
  • Must be able to multi-task, be detail-oriented, and have strong organizational skills

Preferred Qualifications:

  • Bachelor's degree or equivalent work experience
  • Healthcare and call center operations knowledge; working knowledge of UCLA healthcare system
  • Experience leading and collaborating with labor union partners

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.