Coach, Patient Access Organization (hybrid fixed)

University of California - Los Angeles Health

United States, California, Agoura Hills

Feb 12, 2025

Description Make a significant contribution to a world-class health organization. Help maintain our reputation for outstanding patient and customer satisfaction. Experience a high level of personal and professional rewards. UCan do all this and more at UCLA Health.

Join the patient access organization as a coach and make a significant contribution to support the day-to-day operations. Coaches are responsible for the training and development of team members in relation to customer service, department systems, and processes. You will be consistently engaged in coaching activities that support and encourage staff to take focused action and improve the level of provided services. Duties include but are not limited to:

Coaching employees consistently on exceptional customer service, department operations and services, telecommunications and computer information systems.
Assisting trainers in orienting new employees to office environment, processes and job expectations.
Analyzing various reports in preparation for coaching sessions; determine needs of support and make necessary arrangements to implement, oversee and complete
Actively monitor agent calls to proactively identify potential learning opportunities.
Performs assigned quality monitoring of Access Organization staff in order to ensure the highest level of service and quality.

Qualifications

Required:

Knowledge to problem-solve with other members of the Access Organization team and to effect change toward improvement of clinic services.
Skill in analyzing information, problems, situations, practices, and procedures to recognize alternatives and provide solutions.
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.
Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment.
Skill to organize workflow to accomplish established objectives.
Able to work weekdays and weekends with varying days and shifts that are assigned based on operational needs.
Ability to adapt and work changing assignments depending on departmental needs.
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.
Strong interpersonal skills; ability to effectively coach and train in both individual and group settings.
Experience with various computer software and hardware including word-processing, knowledge of Microsoft Word, Excel, Outlook, and the Internet.
Typing skills to prepare forms and correspondence with speed and accuracy

Preferred:

Working knowledge of clinical front desk operations that includes customer service and interpersonal relationships with physicians, patients, patient registration, appointment scheduling, managed care process, contracting process and revenue cycle process.
Knowledge of UCLA systems is strongly preferred.
General knowledge of medical procedures and terminology