Incumbent plans, coordinates and implements the Patient Access Center (PAC), Central Authorization Unit (CAU)/ Referral Center quality assurance program. Responsible for quality improvement monitoring in conjunction with the development, coordination, facilitation and delivery of high quality department training programs. Designs and develops call monitoring formats, quality standards and training programs. Compiles and tracks performance; provides trend analyses to management team. Responsible for comprehensive development of quality reports of monitored calls and processes.
Annual Rate $55700 $85000 $114200
Bachelor Degree in related field or equivalent education and experience
Exceptional listening skills
Ability to maintain a work pace appropriate to the workload
Must demonstrate customer service skills appropriate to the job
Excellent written and verbal communication skills in English
Excellent organizational skills
Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.)
Knowledge of medical terminology
Must possess the skill, knowledge and ability essential to the successful performance of assigned duties
Demonstrated ability to work effectively in a team environment
Minimum two years' call monitoring experience
Minimum four years' call center, medical practice, clinic or call center agent experience
Strong knowledge of customer care processes and techniques
Multi-tasking, time management and prioritization skills
Knowledge of UCI policies and procedures
Process improvement certification
Experience working in quality or process improvement, project management skills
Minimum one year of leadership/supervisory call center or medical practice experience
Physical, Mental, & Environmental Demands
To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.
Since 1965, the University of California, Irvine has combined the strengths of a major research university with the bounty of an incomparable Southern California location. UCI's unyielding commitment to rigorous academics, cutting-edge research, and leadership and character development makes the campus a driving force for innovation and discovery that serves our local, national and global communities.