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General Information

Work Location: Los Angeles, USA
Onsite or Remote
Fully On-Site
Work Schedule
Monday-Friday 8am-5pm, operating hours of the core call center operations are 7am-7pm
Posted Date
11/01/2024
Salary Range: $124600 - 289400 Annually
Employment Type
2 - Staff: Career
Duration
Indefinite
Job #
20176

Primary Duties and Responsibilities

UCLA Health runs and operates over 270 outpatient clinics located in Southern California with over 3,000,000 outpatient encounters annually. Working under the direction of the Senior Director of Patient Access, Director of Quality and Support Services has overall administrative responsibility for all Quality Assurance (QA) Team, Coaching, Training and Patient Services Teams. As a part of the Patient Access Organization (PAO) Senior Leadership team, this role is critical to  ensuring call center agents are trained to accurately support patients with their access needs. The Director of Quality and Support Services will play a pivotal role in optimizing call center operations to improve patient access and satisfaction. 

This role focuses on overseeing just-in-time training programs and implementing continuous improvement initiatives across the PAO to enhance service quality, staff performance, and operational efficiency. The QA Team primarily supports the Operations Team to ensure approved protocols are being adhered to within the provided Key Performance Indicators. This role will also oversee an engaging and effective assessment program, coaching for adult-learners, and tracking data for performance reporting while supporting agent retention. Championing standard processes and tools, this position establishes a robust training and coaching program to ensure compliance and consistency that supports excellent and positive patient experiences. Partnering with the other PAO senior leaders, this leader will ensure a comprehensive quality assurance program developed around an adaptive and robust training program that provides real-time feedback and performance data to allow agents to be equipped to improve and succeed based on their specific needs. 

The position will be expected to travel between Agoura Hills, Irwindale and Westwood sites as a senior leader.

Salary Range: $124,600- $289,400

Job Qualifications

Required
  • Bachelor’s degree in healthcare administration, Business Organizational Development, or a related field
  • Minimum five (5) years of contact center operations, quality assurance, training or process improvement, with a proven track record of driving results.
  • Experience in call center quality, coaching, and training
  • Demonstrated ability to implement just-in-time training models and lead continuous improvement initiatives.
  • Strong understanding of call center technologies, data analysis tools and performance metrics.
  • Strong understanding of adult learning theories and models, with experience in developing training programs tailored for adult learners in a fast-paced environment.
  • Excellent leadership, communication, and problem-solving skills
  • Experience and comfort in delivering presentations to senior leadership
  • Demonstrated ability to create an engaged workforce
  • Proven understanding and articulation of contact center key performance indicators
Preferred
  • Lean six sigma certification
  • Master’s degree
  • Knowledge of patient access challenges and healthcare industry standards
  • Healthcare, including medical terminology and healthcare insurance issues


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.