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 Patient Access Organization’s Scheduling Pathways and Technology Director, the Access Improvement Specialist will play a crucial role in identifying, prioritizing, and implementing scheduling workflow enhancements within the PAO's Patient Communication Center (core call center functions) as well as supporting enterprise projects.

This role focuses on optimizing operational efficiency and patient access while ensuring high-quality service delivery. The individual will collaborate with various areas of the Patient Access Organization to analyze performance data, identify improvement opportunities, and implement effective solutions, and help guide the work and review of the Scheduling Workflow Optimization Analysts. Additionally, this individual will be responsible for spearheading department initiatives aimed at enhancing organizational efficiency, effectiveness, and overall performance. This role requires a strategic thinker with a strong background in process improvement, data analysis and project management. The Access Improvement Specialist will work closely with the Patient Access Organization leaders to lead process improvement efforts designed to enhance the overall system and functions of the Patient Access Organization to increase access for our patients.

$45.69- $99.76

• Bachelor’s Degree in Business Administration, Healthcare Management, Operations Management, or related field required
  
• Certification in Lean, Lean Six Sigma, any other certified process improvement methodology. required
  
• Minimum of 3 years of experience in a healthcare call center environment, with a strong understanding of healthcare scheduling workflows preferred
  

• Proven experience in performance improvement, workflow optimization, and project management
  
• Strong analytical skills with the ability to interpret complex data sets and identify actionable insights.
  
• Proactive and creative thinker with the ability to develop innovative solutions.
  
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
  
• Ability to work independently with minimal supervision.
  
• Proficiency in performance management software and tools (e.g. Excel, Tableau, Power BI)
  
• Proficiency in using workflow mapping tools, such as Visio
  
• Experience working in clinic and call center operations
  
• Business applications management (e.g., Epic, Salesforce)
  
• Familiarity with scheduling software and call center technologies
  
• Demonstrated ability to build consensus among a diverse group of stakeholders
  
• Experience and comfort in delivering presentations to senior leadership
  
• Proven understanding and articulation of clinic operational key performance indicators
  
• Champions a compelling vision and works collaborative across diverse teams through transitions to new achievements
  
• Ability to build strong relationships with administrators, IT professionals, clinical providers, and care teams
  
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
  
• Capable of communicating through formal presentations, reporting to senior leadership both within and outside of the organization
  
• Capable of acting in the capacity of a public liaison for the central access and the organization, helping to build and maintain relationships in the community and represent the organization’s brand
  
• Ability to perform role with minimal supervision, notice, or direction to identify and resolve problems and meet performance goals
  
• Ability to adapt to changing priorities and work effectively in a fast-paced environment