Patient Support Call Center Supervisor EX - Hospital Phone Ops Irvine - Varied

UCI Health is one of California's largest academic health systems and the clinical enterprise of the University of California, Irvine. Established on July 1, 1976, UCI Health has grown into a 1,461-bed health system that includes UCI Health
- Orange, UCI Health
- Irvine, four Community Network hospitals and a growing network of ambulatory care centers across Orange and Los Angeles counties. As Orange County’s only academic health systems, UCI Health is home to the only National Cancer Institute-designated comprehensive cancer center based in the county, the region’s only American College of Surgeons-verified Level I adult and Level II pediatric trauma center, American College of Emergency Physicians Gold Level 1 Geriatric Emergency Department and a nationally recognized regional burn center verified by the American Burn Association.

Powered by UC Irvine, UCI Health serves 5.6 million people across Orange County, western Riverside County and southeast Los Angeles County through excellence in patient care, research and medical education.

Working in a high volume call center environment, under the direction of the Referral Center Manager, oversees the Referral Center which provides information and education to potential and existing patients regarding UCI Medical Group faculty and services offered at the UCI Medical Center as well as coordinating access to these services. Responsible for the 24 hour, 7 days per week supervision and ongoing training of the Referral Center Representatives.

Responsible for development and maintenance of reporting and tracking data systems related to the functions of the Referral Center. Develop and perform marketing response campaigns for events and advertisements. Manages the maintenance of the various systems for call processing, codes, overhead paging and on-call schedules.

• Working knowledge of MS Office products including Excel and Access
• Strong written and verbal communication skills
• Strong customer service orientation with ability to identify customer needs and pull together necessary resources to meet those needs
• Proficient in all information systems required for patient scheduling. Familiarity with UC policies and procedures and JCAHO standards.
• Must provide on-call coverage as required
• Minimum 1-2 years experience in a Customer Service position within the health care environment
• Good problem solving, negotiating and research skills
• Excellent communication and telephone skills
• Demonstrated skill to work independently and follow through on assignments with minimal direction
• Ability to work flexible hours, including evenings, nights, weekends and holidays
• Ability to effectively communicate in a clear and concise manner
• Ability to appropriately deal with stressful situations and individuals while remaining calm and professional

• High volume Call Center experience
• Demonstrated supervisory experience in a healthcare environment
• Broad based understanding of managed care
• Bilingual skills in English and Spanish and/or Vietnamese
• Administrative experience in a healthcare environment

We offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our compensation practices and benefits.

The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the…