Senior Director of Quality and Performance Excellence

3 weeks ago


Los Angeles, California, United States University of California - Los Angeles Health Full time
Overview
UCLA Health, a renowned healthcare organization in Southern California, seeks a seasoned professional to lead its Quality Assurance (QA) Team as the Senior Director of Quality and Performance Excellence. This critical role will play a pivotal part in optimizing call center operations to enhance patient access and satisfaction.

About Us
With over 270 outpatient clinics and 3 million annual outpatient encounters, UCLA Health provides unparalleled care to its patients. As a senior leader, you will be part of the Patient Access Organization's (PAO) senior leadership team, driving quality and performance excellence across the organization.

Job Summary
The Senior Director of Quality and Performance Excellence will oversee the QA Team, Coaching, Training, and Patient Services Teams, ensuring seamless collaboration and effective service delivery. This role demands strong leadership, communication, and problem-solving skills to drive results and improve patient experiences.

Responsibilities
Key responsibilities include:
  1. Developing and implementing just-in-time training models and leading continuous improvement initiatives.
  2. Oversighting coaching for adult learners and tracking data for performance reporting.
  3. Ensuring compliance and consistency through robust training and coaching programs.
  4. Partnering with other PAO senior leaders to establish a comprehensive quality assurance program.

Requirements
To succeed in this role, you must have:
  1. A Bachelor's degree in Healthcare Administration, Business Organizational Development, or a related field.
  2. Minimum five years of experience in contact center operations, quality assurance, training, or process improvement.
  3. Strong understanding of call center technologies, data analysis tools, and performance metrics.
  4. Demonstrated ability to implement just-in-time training models and lead continuous improvement initiatives.
  5. Excellent leadership, communication, and problem-solving skills.

Preferred Qualifications
Lean six sigma certification, Master's degree, and knowledge of patient access challenges and healthcare industry standards are desired.

Salary Range: $124,600 - $289,400

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