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Operations Director, Patient Communication Center

3 months ago

Agoura Hills, California, United States UCLA Health Full time
General Information

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Work Location:
Agoura Hills, USA

Onsite or Remote

Fixed Hybrid

Work Schedule

variable days and shifts Monday-Friday, 7am-7pm

Posted Date

12/05/2023

Salary Range:
$ Annually

Employment Type

  • Staff: Career
Duration

Indefinite

Job #

11191

Primary Duties and Responsibilities

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Play a key role with a world-class health system. UCLA Health runs and operates over 200 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, the Operations Director has overall administrative responsibility for the central access organization's operations team (the Patient Communication Center), a department of over 500 FTE, with the intent to scale and grow further over the next few years.

This position is responsible for the overall operational performance of all contact center functions including but not limited to, new patient registration, clinic appointment scheduling, referral management, and insurance verification.

Supported with Quality Assurance, Training, Technology, and Analytics Managers and Teams, this role is provided with standard Key Performance Indicators (KPIs) as a measure of oeprational goal achievements and to make informed strategic decisions per the department's oversight committees.


The Operations Director establishes and maintains policies and procedures to ensure compliance and consistency that supports excellent and positive patient experiences.

This role communicates, plans, leades and inspires access center staff while collaborating with hospital and ambulatory operations leadership.

The Director is accountable for all activities related to operational and scheduling workflows, performance data, and overall management of the operations and cross-functional areas to maximize call efficiency, optimize the consumer's (patient, family and referring provider) access experience, and encourage strong internal provider and clinic leadership partnerships.

This position is based out of the greater Los Angeles area and will be on a Hybrid Fixed model

Salary Range:
$116,500 to $282,300

Job Qualifications

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Required

  • Bachelor's Degree in Healthcare Administration, Business Administration, or other related field
  • Minimum five (5) years of contact center management
  • Preparation of telephonic performance and agent management performance reports
  • Experience and comfort in delivering presentations to senior leadership
  • Demonstrated ability to create an engaged workforce
  • Demonstrated ability to lead a team that delivers high patient satisfaction via omnichannel methods (i.e., phone calls, emails, text messages, live chats)
  • Proven understanding and articulation of contact center key performance indicators
  • Project management experience
  • Experience communicating through formal presentations, reporting to senior leadership both within and outside of the organization
  • MUST LIVE IN CALIFORNIA OR BE ABLE TO RELOCATE
Preferred

  • Master's Degree in Healthcare Administration, Business Administration, or other related preferred
  • Lean six sigma certification
  • Healthcare experience, including medical terminology and healthcare insurance issues
  • Experience in Managing or partnering with centralized nurse triage services