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Description

UCLA Health runs and operates over 270 outpatient clinics located in Southern California with over 3,000,000 outpatient encounters annually. Working under the direction of the Senior Director of Patient Access, Director of Quality and Support Services has overall administrative responsibility for all Quality Assurance (QA) Team, Coaching, Training and Patient Services Teams. As a part of the Patient Access Organization (PAO) Senior Leadership team, this role is critical to ensuring call center agents are trained to accurately support patients with their access needs. The Director of Quality and Support Services will play a pivotal role in optimizing call center operations to improve patient access and satisfaction.

This role focuses on overseeing just-in-time training programs and implementing continuous improvement initiatives across the PAO to enhance service quality, staff performance, and operational efficiency. The QA Team primarily supports the Operations Team to ensure approved protocols are being adhered to within the provided Key Performance Indicators. This role will also oversee an engaging and effective assessment program, coaching for adult-learners, and tracking data for performance reporting while supporting agent retention. Championing standard processes and tools, this position establishes a robust training and coaching program to ensure compliance and consistency that supports excellent and positive patient experiences. Partnering with the other PAO senior leaders, this leader will ensure a comprehensive quality assurance program developed around an adaptive and robust training program that provides real-time feedback and performance data to allow agents to be equipped to improve and succeed based on their specific needs.

The position will be expected to travel between Agoura Hills, Irwindale and Westwood sites as a senior leader.

Salary Range: $124,600- $289,400

Qualifications

Required

• Bachelor's degree in healthcare administration, Business Organizational Development, or a related field

• Minimum five (5) years of contact center operations, quality assurance, training or process improvement, with a proven track record of driving results.

• Experience in call center quality, coaching, and training

• Demonstrated ability to implement just-in-time training models and lead continuous improvement initiatives.

• Strong understanding of call center technologies, data analysis tools and performance metrics.

• Strong understanding of adult learning theories and models, with experience in developing training programs tailored for adult learners in a fast-paced environment.

• Excellent leadership, communication, and problem-solving skills

• Experience and comfort in delivering presentations to senior leadership

• Demonstrated ability to create an engaged workforce

• Proven understanding and articulation of contact center key performance indicators

Preferred

• Lean six sigma certification

• Master's degree

• Knowledge of patient access challenges and healthcare industry standards

• Healthcare, including medical terminology and healthcare insurance issues

UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person’s unique achievements and experiences to further set us apart.