UCLA Health Hiring for Ambulatory Voice & Communications Manager Job at Los Angeles, CA Full Time

The Ambulatory Voice & Communications Manager is responsible for the direct oversight of the Ambulatory Voice & Communications Team, and the integrity of day-to-day support, maintenance, enhancements, and updates to the Ambulatory and Patient Access Organization’s, voice technologies and communication services. This includes establishing and maintaining clinic phone design that supports both clinic patient processes and efficient voice communications between the clinic and the Patient Access Center. Ability to design, create and maintain contact center call routing, scripting, programming and supporting recordings. Involves providing day-to-day advanced consultation, training, instruction and troubleshooting/problem-solving to technical staff and end users for hardware, software, network and related systems. Researches and prototypes emerging technologies and approaches. Involves managing technical projects having a defined beginning and end. Manages the project’s framework processes and methodologies involving departmental or cross-functional teams. Responsible for mentoring and tracking performance metrics of the Ambulatory Voice & Communications Team. Work collaboratively with Campus and Health system Voice, Network, and desktop teams.

Education
Bachelor’s degree or equivalent work experience (see below)
Experience
Minimum five (5) years’ experience in contact center Technology and support systems required
Minimum five (5) years’ of contact center management preferred
Broad knowledge of telephony systems; Cisco, Avaya, Etc

Understanding of Healthcare systems and operations
Proven understanding and articulation of contact center key performance indicators

Experience and comfort in delivering presentations to senior leadership

Demonstrated ability to create an engaged workforce

Skills/Behaviors
Expert in Telephony systems and troubleshooting.
Advanced knowledge with Digital, VoIP and analog systems/service.
Advanced administration of Phone, Voice mail and Call Center agents.
Maintain logs of additions/changes/deletions for each department, as well as line inventory.
Maintain list of issues and tasks.
Ability to manage multiple projects.
Advanced knowledge of business systems; Word, Excel, PowerPoint, Visio

PROBLEM SOLVING AND DECISION MAKING
Ability to strategically plan and set realistic and impactful goals
Demonstrated change management skills
Excellent project management skills
Develops workforce strategies and plans to meet changing business needs
Ability to organize and prioritize workload to meet deadlines
Ability to coach and mentor team to achieve their highest potential
Evaluate system problems (phone, call center, voice mail, and recording system) and escalate as appropriate to vendor support or telecom team member.
Provide coordination, communication of information, and keeping customers informed.
Schedule and coordinate training and re-training sessions for users according to business needs.
Flexible schedule to accommodate after-hour system maintenance, department moves etc.

INTERPERSONAL SKILLS
Champions a compelling vision and leads by example while guiding a large team through transitions to new achievements
Ability to build strong relationships with clinical providers and care teams

COMMUNICATION SKILLS
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 PAC and the organization, helping to build and maintain relationships in the community and represent the organization’s brand

OTHER
Ability to perform role with minimal supervision, notice, or direction to identify and resolve problems and meet performance goals

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.