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Job description
Who We Are
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.
Your Role on the Team
Position Summary: Incumbent plans, coordinates and implements the Call Center/Central Authorization or Referral Center quality assurance program. Responsible for quality improvement monitoring in conjunction with training call center associates on process improvement. Designs and develops call monitoring formats and quality standards. Compiles and tracks performance; provides trend analyses to management team. Responsible for comprehensive development of quality reports of monitored calls and processes.
What It Takes to be Successful
Required Qualifications:
Strong knowledge of customer care processes and techniques
Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.)
Must possess the skill, knowledge and ability essential to the successful performance of assigned duties
Must demonstrate customer service skills appropriate to the job
Multi-tasking, time management and prioritization skills
Minimum two years' call monitoring experience
Minimum four years' call center, medical practice, clinic or call center agent experience
Knowledge of medical terminology
Exceptional listening skills
Excellent written and verbal communication skills in English
Excellent organizational skills
Demonstrated ability to work effectively in a team environment
Bachelor Degree in related field or equivalent education and experience
Ability to maintain a work pace appropriate to the workload
Preferred Qualifications:
Process improvement certification
Minimum one year of leadership/supervisory call center or medical practice experience
Knowledge of UCI policies and procedures
Experience working in quality or process improvement, project management skills
Total Rewards 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.
Conditions of Employment:
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 following conditions of employment:
Background Check and Live Scan
Employment Misconduct*
Legal Right to Work in the United States
Vaccination Policies
Smoking and Tobacco Policy
Drug Free Environment
Exercise the utmost discretion in managing sensitive information learned in the course of performing their duties. Sensitive information includes but is not limited to employee and student records, health and patient records, financial data, strategic plans, proprietary information, and any other sensitive or non-public information learned during the course and scope of employment. Understands that sensitive information should be shared on a limited basis and actively takes steps to limit access to sensitive information to individuals who have legitimate business need to know. Ensure that sensitive information is properly safeguarded. Follow all organizational policies and laws on data protection and privacy. This includes secure handling of physical and digital records and proper usage of IT systems to prevent data leaks. The unauthorized or improper disclosure of confidential work-related information obtained from any source on any work-related matter is a violation of these expectations.
*Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.
The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.
California Child Abuse and Neglect Reporting Act
E-Verify
Pre-Placement Health Evaluation
Details of each policy may be reviewed by visiting the following page:
Closing Statement:
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC Anti-Discrimination Policy.
We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.
UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact UCI's Employee Experience Center (EEC) at or at , Monday - Friday from 8:30 a.m. - 5:00 p.m.
Consideration for Work Authorization Sponsorship
Must be able to provide proof of work authorization
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.