Director of Quality and Support Services, Patient Access Organization

UCLA Health runs and operates over 270 outpatient clinics located in Southern California with over 3,000,000 outpatient encounters annually. Working under the direction of the Senior Director of Patient Access, Director of Quality and Support Services has overall administrative responsibility for all Quality Assurance (QA) Team, Coaching, Training and Patient Services Teams. As a part of the Patient Access Organization (PAO) Senior Leadership team, this role is critical to ensuring call center agents are trained to accurately support patients with their access needs. The Director of Quality and Support Services will play a pivotal role in optimizing call center operations to improve patient access and satisfaction.

This role focuses on overseeing just-in-time training programs and implementing continuous improvement initiatives across the PAO to enhance service quality, staff performance, and operational efficiency. The QA Team primarily supports the Operations Team to ensure approved protocols are being adhered to within the provided Key Performance Indicators. This role will also oversee an engaging and effective assessment program, coaching for adult-learners, and tracking data for performance reporting while supporting agent retention. Championing standard processes and tools, this position establishes a robust training and coaching program to ensure compliance and consistency that supports excellent and positive patient experiences. Partnering with the other PAO senior leaders, this leader will ensure a comprehensive quality assurance program developed around an adaptive and robust training program that provides real-time feedback and performance data to allow agents to be equipped to improve and succeed based on their specific needs.

The position will be expected to travel between Agoura Hills, Irwindale and Westwood sites as a senior leader.

SalaryRange: $124,600- $289,400