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UCLA Health Call Center Supervisor in Agoura Hills, California


As part of the management team, the Call Center Supervisor supports the day to day operations of the call center. Will be responsible for the direct supervision of assigned team of call center staff, serving as an intermediary for questions and issue resolution. Interfaces with patients, physicians, employees, and others; building positive relationships throughout each interaction. Actively seeks to identify areas for improving patient relations, ensuring that quality control standards are met while providing extensive personalized customer service and executing Patient Affairs Center activities.Qualifications

Skill in analyzing information, problems, situations, practices, and procedures to recognize alternatives and provide solutions. Knowledge to problem-solve with other members of the Patient Affairs Center team and to effect change toward improvement of clinic services. Skill in speaking clearly and using appropriate grammar. Must have pleasant and courteous telephone voice and manners. Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur. Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally. Possesses strong customer service skills to promote pleasant and effective interactions with patients, staff, and doctors. Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment. Skill to organize workflow to accomplish established objectives. Ability to establish cooperative working relationships with administrators, physicians, peers, and the public. Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action. Advanced organizational skills to ensure a workable, efficient office. Working knowledge of the UCLA Healthcare System and where to go to get issues resolved (preferred), Knowledge of medical terminology, and of major medical insurance plans and authorizations. Experience with various computer software and hardware including word-processing, knowledge of Microsoft Word, Excel, Outlook, the MCCS and Radiology IDX systems, Access, Express, and the Internet. Typing skills to prepare forms and correspondence with speed and accuracy.

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.