Responsibilities
In this role you will be directlyresponsible for managing and scheduling the Patient Communication Center (PCC) FloatPool Team. In addition, work directly with PCC leadership to allocate availableresources in order to maintain customer service standards and efficientoperations in order to meet daily organizational performance goals.
Qualifications
Required:
• Demonstrated skills in the following categories: Strong Verbal and written communication, Decision-making/Problem resolution, Customer Service, Patient relationship management approaches, Healthcare management and operations, Public presentation, Team Work, Organization and time management, Ability to multi-task and meet deadlines.
• Knowledge and abilities in the following areas: Leadership/Staff Development, including coaching, counseling, and training. Call center operations. Computer, to include call center industry related software. Excellent written and oral communication skills. Excellent computer skills relevant to Microsoft Office Suites (i.e. Word, Excel, Outlook). Ability to use independent judgment with internal staffing requirements and make real –time staffing changes. Ability to operate under minimal supervision and work in fast paced environments. General knowledge of medical office services, procedures and terminology. Ability to work all PCC shifts, including weekends and evenings required and available to receive before and after hour calls regarding staffing changes/needs. Must have reliable transportation and the ability to travel to and from all PCC site locations & throughout UCLA campuses.
Preferred:
• Bachelor’s degree or equivalent work experience
• Minimum of three years of Call Center operations experience
• Supervisory experience.
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.