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 200 outpatient clinics located in Southern California with over 3,000,000 outpatient encounters annually. Working under the direction of the Director of Scheduling Pathways and Technology within the Patient Access Organization (PAO), the Manager of Innovation and Optimization provides strategic and operational leadership that enhances access, optimizes performance, and drives innovation across UCLA Health’s ambulatory enterprise. This role leads a multidisciplinary team of Access Improvement Specialists, Senior Project Managers, and Workflow Analysts to design and deliver scalable scheduling solutions that improve patient and agent experiences, strengthen operational efficiency, and enable enterprise transformation.
Core responsibilities include:
- Lead new clinic onboarding, workflow redesigns, expanding digital scheduling capabilities, and advancing technology-enabled improvements.
- Foster a goal-oriented, collaborative environment that promotes effective problem-solving, advancing the PAO mission to ensure timely, convenient, and equitable access for all patients and communities served by UCLA Health.
- Drive enterprise scheduling strategy, establishes governance and performance standards, defines key performance indicators, and ensures alignment with digital access initiatives and enterprise operational goals.
· Minimum 8 years of experience in healthcare operations
· Lean Six Sigma Certification
· Experience in ambulatory or patient access operations within a health system
· Experience with business applications management (e.g., Epic, Salesforce)
· Provide experience and strong understanding of information technology specific to patient access workflows; understanding of access-related system configuration, upholding change control practices, and leveraging technology to promote standard workflow.
· demonstrated strategic problem-solving skills
· Ability to make data informed decisions in order to facilitate workflow improvements.
· Demonstrated change management skills
· Excellent project management skills
· Ability to organize and prioritize workload to meet deadlines
· Ability to coach and mentor team to achieve their highest potential
· Likes to stay current on all contact center technology through program attendance, networking with peers in professional organizations, and other avenues
· Builds strong, trust-based relationships across clinical, operational, and IT teams to drive alignment and shared ownership of access priorities.
· Demonstrates high emotional intelligence, navigating differing perspectives with professionalism, diplomacy, and a commitment to collaborative solutions.
· Facilitates effective communication across stakeholders by ensuring clarity of objectives, timelines, and responsibilities throughout initiatives.
· Proactively shares information, delivers constructive feedback, and ensures team and partners are well-informed and aligned on priorities and outcomes.
· Ability to perform role with minimal supervision, notice, or direction to identify and resolve problems and meet performance goals
EMPLOYMENT SCAM ALERT:
UCLA Health Recruitment is currently being targeted by scam artists through external job board sites. Review some tips in order to avoid becoming targeted. El reclutamiento de salud de UCLA actualmente está siendo atacado por estafadores a través de sitios de juntas de trabajo externos. Revisar algunos consejos para evitar ser apuntado.
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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
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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.
KATHERINE
UCLA Health is a supportive, collaborative, and purposeful environment where leadership is invested in your growth and creating real opportunities. And knowing that what we do matters gives a real sense of purpose.
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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