August 12, 2016
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Call Center Trainer - Santa Monica & Agoura Hills

University of California - Los Angeles Medical Centers - Los Angeles, CA

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Job Description

Job Title:
Call Center Trainer - Santa Monica & Agoura Hills

UCLA Title:
Program Representative III

Job No.:

Work Hours:
M-F, various shift

Work Location:
Santa Monica,CA & Agoura Hills,CA

Job Type:


Minimum Salary:
$21.75 / $3784

Maximum Salary:
$42.88 / $7462

Layoff Referral Deadline:

Bargaining Unit:


Responsible for the orientation and training of new team members, and the ongoing training of all PCC employees in relation to customer service, department systems, and processes. Develops training and resources in collaboration with management team to improve processes and reduce or eliminate errors.


Two or more years of experience required in preparing and facilitating classroom training sessions using adult learning techniques and methodologies for a variety of topics in various traditional and non-traditional environments for small or large audiences. Ability to problem-solve with other members of the Patient Communication Center team and to effect change toward improvement of services. Demonstrated presentation / training skills; able to speak clearly and professionally while using appropriate vocabulary and grammar.

Demonstrated written communication skills; able to write clear and concise training materials, presentations, lesson plans, and other written correspondence. Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur. Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally.

Possesses strong customer service skills to promote pleasant and effective interactions with patients, staff, and doctors. Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment. Skill to organize workflow to accomplish established objectives. Ability to establish cooperative working relationships with administrators, physicians, peers, and the public. Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action. Advanced organizational skills to ensure a workable, efficient office. Strong interpersonal skills; ability to effectively train in both individual and group settings. Experience with various computer software and hardware including word-processing, knowledge of Microsoft Word, Excel, Powerpoint, Outlook, and the internet. Typing skills to prepare forms and correspondence with speed and accuracy. PREFERRED: Working knowledge of clinical front desk operations that includes customer service and interpersonal relationships with physicians, patients, patient registration, appointment scheduling, managed care process, contracting process and revenue cycle process. Knowledge of UCLA systems is strongly preferred. General knowledge of medical procedures and terminology.

Complete Application