The Patient Communication Center Access Manager will be directly responsible for managing the daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. The access manager will need to be a well-organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot with ability to measure the overall impact and make sudden and constant changes and improvements. In addition, this position works directly with PCC leadership in order to attain/maintain customer service standards and efficient operations in order to meet our departmental goals.
Demonstrated skills in the following categories: Strong verbal and written communication, Decision-making/problem resolution, Customer service, Positive and Patient, Patient relationship management approaches, Healthcare management and operations, Public presentation, Process improvement, 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 judgement 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 valid driver's license, reliable transportation, and the ability to travel to and from all PCC site locations and throughout UCLA campuses.