Patient Communication Center Supervisor (Fixed Hybrid)

UCLA Outpatient Clinics; California (MO); Hybrid; USD 60,000 - 80,000; Full time

Job summary

An established industry player in healthcare is seeking a dedicated Access Supervisor to lead the Patient Communication Center. In this pivotal role, you will manage daily operations, ensuring high-quality service and productivity among staff. Your leadership will foster strong relationships with both internal and external stakeholders, while you oversee appointment scheduling and quality assurance audits. This is a unique opportunity to make a significant impact in patient care within a dynamic and supportive environment. If you are passionate about enhancing patient experiences and thrive in a collaborative setting, this role is tailored for you.

Qualifications

• Experience in supervising customer service teams in a healthcare setting.
• Strong understanding of appointment scheduling and registration processes.

Responsibilities

• Oversee daily operations of Patient Communication Representatives.
• Monitor appointment scheduling and ensure quality service is met.

Skills

Customer Service

Communication Skills

Quality Assurance

Operational Management

Education

Bachelor's Degree

Healthcare Administration

Tools

Scheduling Software

Reporting Tools

Job description

Description

Play a vital role in the delivery of world-class patient care. Take your career in an exciting new direction. At UCLA Health, you can do all this and more.

The Patient Communication Center (PCC) Access Supervisor oversees and coordinates the day-to-day operations of the Patient Communication Representatives and services. You will supervise all inbound and outbound calls with consumers, patients, physicians, and others to ensure quality, productivity, and service expectations are met. In this role, you will cultivate and maintain strong working relationships with internal and external customers (i.e., employees, physicians, clinical site managers, directors, etc.). Your duties will include but are not limited to:

1. Monitor/Oversee all appointment scheduling and registration activities for supported sites; ensure that clinics are scheduled according to protocol and that clinic schedules are accessible according to Health System standards.
2. Assist with calls to ensure satisfactory access measures are met within the department.
3. Produce operational reports and conduct frequent quality assurance audits of PCC staff.
4. Maintain a current understanding of practice operations and procedures/payor mix; processes and procedures we follow according to a plan or coverage.
5. Assess department needs and manage the development of our PCC Policies and Procedures; act as a liaison between practice staff and PCC staff.
6. Make necessary changes in staffing based on the day of the week, call load, other anticipated events, and historical data.
7. Monitor productivity of patient communication representatives and generate reports.
8. Answer questions and recommend corrective services to address customer complaints.
9. Perform other duties as assigned by the PCC Operations Manager and/or Director.

Salary range: $32.95-$67.53 Hourly

*Must be able to come on site 3 days a week at either our Irwindale or Agoura Hills Location.*