Job Abstract

Take on a key leadership role within an award-winning health system. Help improve patient experiences as part of a world-class health care team. Take your career in an exciting new direction. You can do all this and more at UCLA Health.

As an important member of our Medicare Advantage team, you will provide strategic oversight and leadership for our Member and Provider Contact Center. You will be responsible for ensuring the delivery of best-in-class service to new and existing members. You will lead, manage, coach, and develop teams to achieve high-performance standards in alignment with UCLA Health’s mission and values. This role will involve the implementation and management of operating systems and processes for driving consistent performance that meets or exceeds operational targets. You will also cultivate a culture that is committed to continuous quality improvement; a fully engaged and high-performing staff; effective and efficient practices/processes; and the development of effective performance measurement tools.

Salary Range: $86,900 - $197,300/annually

We’re seeking a self-motivated, goal-driven, service-oriented leader with:

· Bachelor’s degree in business administration, health care, or combination of equivalent years of education, training, and experience

· Five or more years of operational management experience in a call center, customer service, or member support environment

· Strong leadership skills

· Experience establishing/maintaining a contact center in a healthcare environment

· In-depth knowledge of telephony and contact center management systems

· Strong detail orientation, organizational skills, and problem-solving abilities.

· Proven track record of developing performance metrics and implementing data-based process improvement action plans driving customer (internal/external) satisfaction.

· Proven success in building and leading a high-performing team

· Computer proficiency with Microsoft Office and data visualization tools

· Excellent communication, interpersonal, analytical, critical thinking, prioritizing, organizational, and problem-solving skills

· Experience preparing and managing an operating budget

· Expertise in identifying and delivering operational improvements

· Ability to work independently as well as part of a highly-collaborative team

· Ability to travel/attend off-site meetings and conferences

UCLA Health is a world-renowned health system with four award-winning hospitals and dozens of primary care practices, specialty practices, urgent care centers, and other ancillary locations throughout metro Los Angeles. We’re also home to the world-class medical research and clinical education capabilities of the David Geffen School of Medicine. Through the efforts of our outstanding people, we have become Los Angeles’ trusted provider of exceptional, compassionate patient care. If you’re looking to experience greater challenge and fulfillment in your career, you can at UCLA Health.