Administrator, Access Training Design - Patient Access Organization

UCLA Health; Los Angeles (CA); Hybrid; USD 89,000 - 190,000; Full time

Benefits offered by this job

Health insurance

Job summary

UCLA Health seeks an Administrator for Access Training Design to lead enterprise training programs that support centralized scheduling, registration, referral workflows, and ambulatory access operations within the Patient Access Organization. You will design, develop, and deliver learning experiences that enable call center agents, supervisors and performance coaches to perform accurately and confidently.

The role combines instructional design expertise with team leadership, partnering with

Qualifications

• Bachelor's Degree or equivalent in instructional fields; master's preferred.
• 5 years minimum in instructional design and curriculum development using formal methodologies.
• 3 years healthcare operations training experience including ambulatory workflows and call centers; graphic design tools used.
• 3 years learning program implementation and evaluation; familiarity with LMS (Cornerstone).
• 2 years collaboration with operations/quality to align curriculum with performance outcomes.
• 2 years leadership development curriculum design and coaching exposure.
• 2 years process improvement or workflow change support through training.

Responsibilities

• Lead strategy, design, development, delivery and continuous improvement of enterprise training programs.
• Oversee centralized scheduling, registration and referral workflows training.
• Manage a training team ensuring accuracy, efficiency and confidence in performance.
• Partner with Operations, PAO leaders, clinical stakeholders and technology teams.

Skills

Instructional design

Curriculum development

ADDIE

Leadership

Performance improvement

Learning management systems

Education

Bachelor's degree or equivalent

Master's degree preferred

Tools

Cornerstone

Canva

InDesign

Photoshop

Job description

Onsite or Remote

Fixed Hybrid

Work Schedule

M-F, 8-5

Salary Range: $88900 - 190300 Annually

Duration

Indefinite

Primary Duties and Responsibilities

UCLA Health runs and operates over 280 outpatient clinics located in Southern California with over 3,000,000 outpatient encounters annually. The Patient Access Organization (PAO) serves as the centralized access team for UCLA Health’s ambulatory enterprise, ensuring timely, convenient, and equitable access to care for patients and the communities we serve. Our teams oversee high-volume centralized scheduling and call center operations, new patient referral intake and navigation, enterprise template and capacity management, workforce training and quality oversight, and scheduling pathways and technology optimization, including decision tree development and digital innovations. We operate at the intersection of operations, technology, and clinical partnership to align supply and demand, streamline workflows, and continuously improve how patients enter and engage with UCLA Health.

The Administrator for Access Training Design is responsible for leading the strategy, design, development, delivery, and continuous improvement of enterprise training programs that support centralized scheduling, registration, referral workflows, and ambulatory access operations within the Patient Access Organization. This role combines expertise in instructional design with leadership of training professionals responsible for facilitating learning that enable call center agents, supervisors and performance coaches to execute with accuracy, efficiency and confidence.

This individual serves as both the architect of the Patient Access learning infrastructure and the leader of the training team responsible for delivering it.

The position partners closely with Operations leadership, Access Performance Coaches, PAO leaders, clinical stakeholders, and technology teams to ensure training programs align with workflow governance, organizational standards, and UCLA Health's broader access strategy.

Job Qualifications

• Bachelor's Degree or equivalent is required in Instructional Design, Instructional Technology, Adult Education or a related field. Master's Degree preferred or a minimum of 5+ years of progressive responsibility in instructional design.
• 5 years minimum (required) - Instructional Design & Curriculum development experience. Progressive experience designing and developing structured training programs using formal instructional design methodology (e.g., ADDIE or similar) and demonstrated experience building competency-based curriculum in operational or performance-driven environments.
• 3 years minimum (required) - Healthcare Operations Training experience - developing training for healthcare operations, ambulatory workflows, call center environments, or revenue cycle functions. Familiarity with scheduling, registration or referral-based processes in a healthcare setting. Experience with graphic design software (e.g. photoshop, InDesign, Canva)
• 3 years minimum (required) - Learning Program Implementation and Evaluation - experience implementing onboarding programs, certification models, or skill-based learning pathways. Demonstrated experience measuring training effectiveness using structured evaluation models (e.g., Kirpatrick or similar). Experience with using a learning management system (e.g., Cornerstone).
• 2 years minimum (required) - Performance-integrated learning collaboration. Experience partnering with operational leaders or quality teams to translate performance trends into targeted learning interventions. Demonstrated ability to align curriculum with measurable performance outcomes.
• 2 years minimum (preferred) - Leadership development curriculum design. Experience designing or facilitating leadership development programming for supervisors or emerging leaders. Exposure to coaching frameworks, accountability training, or management development.
• 2 years minimum (preferred) - Process improvement or workflow change support. Experience supporting operational transformation, workflow redesign, system implementations, or change management initiatives through structured training development.

As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer. Current/former UC employees are subject to a personnel file review.