Training Manager, Patient Access Organization (fixed hybrid)
UCLA
Application
Details
Posted: 25-Mar-25
Location: Agoura Hills, California
Categories:
Operations
Internal Number: 146820147
Description
Play a vital role in the delivery of world-class patient care. Take your career in an exciting new direction. At UCLA Health, you can do all this and more.
Under the direction of the UCLA Health Access Organization Training, Quality and Support Services Director, the Training manager will be responsible for developing, implementing, and overseeing training and coaching programs that align with the organization’s goals and objectives. The Training Manager, in collaboration with Patient Access Organization leadership, will play a crucial role in enhancing employee performance, driving productivity, and fostering a culture of continuous learning and development.
The incumbent will:
Assess department-wide developmental needs to drive training initiatives while identifying and arranging suitable training solutions for new employees and ongoing training of all PCC employees
Ensure that schedulers are equipped with the necessary skills and knowledge to effectively manage patient appointments and inquiries.
Assist in streamlining existing training and coaching programs and resources such as procedures and guidelines.
Qualifications
Required:
Bachelor’s degree in healthcare administration, business management, or a related field (or equivalent work experience).
Previous experience in a leadership role within a healthcare call center or patient access department.
Minimum of 5 years leadership, project, or other management experience required.
Skill in preparing and facilitating classroom training sessions using adult learning techniques and methodologies for a variety of topics in various traditional and non-traditional environments for small or large audiences. Two or more years of experience required.
Ability to problem-solve with other members of the Patient Access Organization team and to effect change toward improvement of services.
Strong coaching and mentoring skills with the ability to inspire and motivate individuals and teams.
Demonstrated presentation / training skills; able to speak clearly and professionally while using appropriate vocabulary and grammar.
Demonstrated written communication skills; able to write clear and concise training materials, presentations, lesson plans, and other written correspondence.
Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur.
Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally.
Possesses strong customer service skills to promote pleasant and effective interactions with patients, staff, and doctors.
Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment.
Skill to organize workflow to accomplish established objectives.
Ability to establish cooperative working relationships with administrators, physicians, peers, and the public.
Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action.
Advanced organizational skills to ensure a workable, efficient office.
Strong interpersonal skills; ability to effectively train in both individual and group settings.
Experience with various computer software and hardware including word-processing, knowledge of Microsoft Word, Excel, Powerpoint, Outlook, and the internet.Typing skills to prepare forms and correspondence with speed and accuracy.
Strongly Preferred:
Certification in training development is a plus.
Experience with developing training products; experience with the ADDIE model
Working knowledge of clinical front desk operations that includes customer service and interpersonal relationships with physicians, patients, patient registration, appointment scheduling, managed care process, contracting process and revenue cycle process.
General knowledge of medical procedures and terminology.
At UCLA Health, you can help heal humankind, one patient at a time by improving health, alleviating suffering and delivering acts of kindness. As you do, you’ll achieve great things in your life and your career. We’re a world-class health organization with four hospitals consistently recognized among the nation’s very best as well as an internationally-renowned medical school, primary and specialty care clinics and much more. Within our dynamic, innovative and growing organization, you’ll find exceptional opportunities to make the most of your abilities in a supportive, empowering and inclusive environment. If you embrace our values of Integrity, Compassion, Respect, Teamwork, Excellence and Discovery we invite you to see all you can accomplish at UCLA Health.
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