Patient Communication Center Onboarding Supervisor
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POST DATE 10/25/2019
END DATE 12/18/2019
University of California - Los Angeles Medical Centers
Los Angeles, CA
The Patient Communication Center (PCC)nOnboarding supervisor is responsible for implementing and managing a smooth andnefficient process to handle all aspects of onboarding a Patient CommunicationnRepresentative PCR , so that they are operationally ready and can be ansuccessful representative of UCLA Health. This position will involve liaisingnwith our PCRs and several teams in Training, Quality, Coaching, Operations,netc. to ensure that time from training to a team assignment is minimized andnthat transparency can be provided around the process. Additionally, the candidatenwill be responsible for identifying opportunities to centralize and optimizenthe processes to constantly improve employee satisfaction and the overall groupnperformance.Qualifications
Required:nDemonstrating the ability to work as part of a team for the good of the wholenby supporting and adapting to departmental decisions and changes, maintainingnpositive interpersonal relations and good communications. Demonstrates anpositive attitude and approaches work in a spirit of teamwork. Extendingncourtesy / sensitivity in all contacts both on the phone and in person. Managingninterpersonal concerns through chain of command and in a discreet manner.nTaking responsibility for personal growth and improvement. Acceptingnconstructive feedback and making appropriate changes. Serving as a resource fornco-workers in problem identification and resolution. Attending schedulednmeetings. Assisting with orientation and training of othernpersonnel. Proven experience in process improvement, change management andnoverall operational excellence. Must be able to multi-task, be detail orientednand possess strong project management/ organizational skills.nPresentation/Communication Skills. Excellent interpersonal and writtenncommunication skills. Build Effective Teams. Ability to provide leadership,ndirection, motivation, development opportunities, and build high performingnteams. Technical Skills/Learning. Strong quantitative and analyticalnskills. Must be proficient with Excel, have the ability to organize/analyze,nimport/export data in a structured manner (db administration, pivot tables, SQLnqueries, etc.). Working knowledge of Windows based programs (Word, PowerPoint,nAccess, etc.). Strong working knowledge of EPIC.
Preferred: Bachelor s degree or equivalent work experiencen(see below). Minimum of three years of Call Center operations experience.nSupervisory experience. Working knowledge of the UCLA Healthcare Systemn(or other healthcare system) and where to go to get issues resolved, Knowledgenof medical terminology, and of major medical insurance plans andnauthorizations. Ability to travel to all Patient Communication Center sites.
UCLA is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.