Patient Communication Center Supervisor (Hyprid/ Remote)

  • UCLA Health
  • Los Angeles, CA, USA
  • Nov 24, 2022
Full Time Assistant/Support

Job 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 not be limited to:

  • 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 standard
  • Assist with calls to ensure satisfactory access measures are met within the department
  • Produce operational reports and conduct frequent quality assurance audits of PCC staff
  • Maintain a current understanding of practice operations and procedures/ payor mix; processes and procedures we follow according to a plan or coverage.
  • Assess department needs and manage the development of our PCC Policies and Procedures.
  • Liaison between practice staff and PCC staff
  • Maintains call distribution system by assisting the IT team in configuring the routing anddistribution of calls uniformly among Patient Communication representatives.
  • Makes necessary changes in staffing based on day of week, call load, other anticipated events, and historical data.
  • Monitors productivity of patient communication representatives and generates reports.
  • Answers questions and recommends corrective services to address customer complaints.
  • Compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
  • Performs other Duties as assigned by the PCC Operations Manager and/or Director.

Required Qualifications:

  • Prior supervisory and/or leadership experience managing teams to a common goal; building high performing and effective teams
  • Excellent interpersonal and written communication skills
  • Understanding of how to review performance data to improve operations
  • Must be able to multi-task, be detail-oriented, and have strong organizational skills
  • Minimum of 3 years of call center operations experience 
  • Supervisory experience within a call center environment

Preferred Qualifications:

    Bachelor's degree or equivalent work experience
  • Healthcare and call center operations knowledge; working knowledge of UCLA healthcare system
  • Experience leading and collaborating with labor union partners

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.


Employment Type