UCLA Health Hiring for Program Operations Manager Job at Los Angeles, CA Full Time

Under the general direction of the Director of Service Excellence, you will provide analytical and program support for the Office of CICARE Service Excellence. You will assist the Director of Service Excellence in managing departmental budget & variances, expense reimbursement, travel arrangements, departmental purchasing, vendor invoicing and UCLA royalty processing requirements.

Additionally, you will perform the following duties:

• Oversee the launch of a health system database to capture all positive patient and family feedback.
• Provide CICARE Trainings for health system cross-functional departments requesting additional training support.
• Work with Health System Executive Leadership to further consult, develop and refresh CICARE programs.
• Create weekly summary reports highlighting top performing staff, nurses, physicians, and teams.
• Collaborate with the UCLA Health Office of the President and Marketing Department to manage year round ticket distribution for staff, team and physician recognition.
• Manage ticket distribution for various partnerships.
• Maintain department dashboard and performance board, including collecting and displaying various metrics.
• Schedule and organizing department meetings, maintaining and distributing meeting minutes, compose correspondence, and prepare presentations when requested by senior management.
• Monitor human resource competencies and personnel files, as well as assist with CICARE Taskforce projects
• Other duties as assigned

Ability to:

§ analyze and make suggestions for improvement

§ audit/review ASAP messages/log to ensure transactions processed online conform to policies and procedures

§ converse with other leadership

§ coordinate complex calendars

§ develop priorities, meet deadlines despite interruptions, and perform multiple complex assignments

§ handle sensitive and difficult situations in a professional and responsive manner; exercise own judgment

§ interact effectively with individuals and organizations at all levels, establish and maintain good working relationships

§ maintain confidential and sensitive employee information

§ set up, use and troubleshoot office equipment (copier, fax, printers, scanner, transcriber, recorders, etc), computers and projectors (overhead, slide, LCD)

§ use Internet as a tool for research and communication

§ work collaboratively as part of the leadership team

§ work independently on assignments with minimal supervision

§ apply the techniques of problem solving, active listening and diffusion of anger with patients, visitors, families, staff and faculty

§ prepare and edit grammatically correct business correspondence

Demonstrated:

§ customer service skills such as the ability to greet, interview and assist people in a friendly and caring manner

§ experience in budget management and oversight

§ good listening and verbal skills

§ knowledge of JCAHO and human resource requirements

§ skills and knowledge to interpret payroll/benefit policies

§ leadership skills

Excellent communication skills, both written and verbal.

Knowledge of Medical Center policies, procedures and applicable state laws, and administrative structure to effect prompt solutions and guidance in resolving complex personnel/payroll/benefit issues as well as to serve as a resource for questions, referrals, and documentation.

Proficient in Microsoft Office (Word, Excel, PowerPoint, and Outlook).

Superb communication and customer service skills

Working knowledge of staff and personnel policies/procedures and provisions of the various collective bargaining agreements in order to initiate policy and procedures to the Chief Patient Experience Officer.

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.