Make a difference in people’s lives every day. When you join UCLA Health, you’ll be working at an institution that provides leading-edge care to the people of L.A. and throughout the world. We provide our team members with the environment and support to do amazing work, because each and every one of them plays a vital role in our commitment to care.
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 Training, Education 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 Training, Education 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
- 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
- Lean six sigma certification
- Master’s degree
- Knowledge of patient access challenges and healthcare industry standards
- Healthcare, including medical terminology and healthcare insurance issues
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“The environment is nurturing and fosters growth. When I come to work, I know what I'm doing matters.”
VINCENT, Sr. CLS Specialist, Toxicology
MONICA
I've been blessed to touch so many lives through my serving. It's a privilege to uplift other employees with words of encouragement and a smile.
SOZIT
The first thing i noticed when i joined the team was how everyone is very welcoming and friendly with supportive management. I did not feel like an outsider.
EDGAR
Once I joined, I knew UCLA Health was THE place to be due to the growth potential and training offered
RENE
If you want to grow professionally, this is the right place for you.
ERA
We are family here. We support each other. We collect together.
ELIZABETH
It’s so diverse and inclusive here. There’s always the opportunity to share your thoughts. It's a place where you feel you belong.
JERRY
Your career path at UCLA Health will enable you to follow a myriad of avenues and turns. It opens up a wide variety of opportunities.
ORLANDO
There’s a togetherness and higher level of commitment to teamwork at UCLA Health. We are several groups and teams that work together with a common goal which is to improve our patients experience.
DAVID
UCLA Health walks the walk and talks the talk! It's an incredible feeling to work for an organization that always puts the patient first. I am honored to work in full alignment with the UCLA Health Mission and Vision.
DR. ISLA GARRAWAY
UCLA has incredible resources and a team science approach. The ability to work with collaborative teams and access the amazing resources around campus is the best part about being at UCLA.
RADU
UCLA is very diverse in its personnel as well as its many research fields studied
JENNA
UCLA Health provides so many opportunities to exchange ideas, share moments and grow. I have learned a lot about team management and relationship building.
SHARON
I was looking for a job to further my career and continue to improve and learn as a therapist.
TARO
I have been blessed to be surrounded by supportive colleagues who aspire me to be the best version of myself.
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