Patient Communication Center Supervisor
3 weeks ago
At UCLA Health, we are seeking a highly skilled Patient Communication Center Supervisor to oversee the day-to-day operations of our Patient Communication Representatives and services.
Key Responsibilities:- Supervise all inbound and outbound calls with consumers, patients, physicians, and others to ensure quality, productivity, and service expectations are met.
- Cultivate and maintain strong working relationships with internal and external customers.
- Monitor and oversee all appointment scheduling and registration activities for supported sites.
- 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.
- Assess department needs and manage the development of PCC Policies and Procedures.
- Make necessary changes in staffing based on day of week, call load, and historical data.
- Monitor productivity of patient communication representatives and generate reports.
- Answer questions and recommend corrective services to address customer complaints.
- Prior supervisory and/or leadership experience in a healthcare 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.
- Ability to multi-task, be detail-oriented, and have strong organizational skills.
- 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.
Salary Range: $32.95-$67.53 Hourly
Location: Irwindale or Agoura Hills
Relocation: Must live in California or be willing to relocate
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Patient Communication Center Supervisor
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