As part of the Patient Services team with the Patient Communication Center you will provides targeted support to potential patients of designated specialty service lines, helping patients to navigate all available care options via mutli-channel communication systems. You will also assist the day to day operations of the Patient Communication Center by providing support to Patient Communication Representatives in handling service issues and complaints. In this role you will work closely with ambulatory clinic and Patient Communication Center management teams to ensure prompt resolution of all issues and to identify opportunities for improvement in level of service provided.

Required

• Minimum 2 years of customer service experience in a health care environment.
• 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 Communication Center team
  and to effect change toward improvement of 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.
• Strong analytical skills, ability to parse complex data sets and identify trends
• Experience with various computer software and hardware including word-processing, knowledge of Microsoft Word,
• Excel, Outlook, CareConnect, and the internet.
• Typing skills to prepare forms and correspondence with speed and accuracy.
• 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.
• Ability to adapt and work changing assignments depending on departmental needs.
• Able to work weekdays and weekends with varying days and shifts that are assigned based on operational needs.

UCLA is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.