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Posted: 16-Apr-25
Location: Irwindale, California
Categories:
Internal Number: 147101572
UCLA Health operates over 280 outpatient clinics across Southern California, managing over 3,000,000 outpatient encounters annually and handling more than 4 million call interactions through the Patient Access Organization's (PAO) Operations team. Under the direction of the PAO Operations Director, the Operations Strategist is responsible for optimizing operational efficiency and improving patient access. This role involves advising operations leaders on best practices for team management and performance, while analyzing data to identify opportunities for process improvements. The strategist will take initiative in developing and implementing solutions that enhance team performance, service delivery, and operational outcomes. Additionally, the role will lead key initiatives to drive overall performance, efficiency, and effectiveness, drawing on expertise in process improvement, data analysis, and project management.
Salary Range: $92,600- $202,200
Required
- Bachelor’s Degree in Business Administration, Healthcare Management, Operations Management, or related field
- Certification in Lean, Lean Six Sigma, any other certified process improvement methodology.
- Proficiency in using workflow mapping tools, such as Visio
- Experience working in clinic and call center operations
- Business applications management (e.g., Epic, Salesforce)
- Proven experience in performance improvement, workflow optimization, and project management
- Strong analytical skills with the ability to interpret complex data sets and identify actionable insights.
- Proactive and creative thinker with the ability to develop innovative solutions.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
- Ability to work independently with minimal supervision.
- Proficiency in performance management software and tools (e.g. Excel, Tableau, Power BI)
- Familiarity with scheduling software and call center technologies
- Demonstrated ability to build consensus among a diverse group of stakeholders
- Experience and comfort in delivering presentations to senior leadership
- Proven understanding and articulation of clinic operational key performance indicators
- Strong analytical skills and attention to detail with the ability to interpret data and identify actionable insights
- Ability to strategically plan and set realistic and impactful goals
- Champions a compelling vision and works collaborative across diverse teams through transitions to new achievements
- Ability to build strong relationships with administrators, IT professionals, clinical providers, and care teams
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
- Position is subject to testing
- Master’s Degree
- Certification in Human Centered Design is strongly
- Minimum five (5) years of health care experience
- Minimum of 3 years of experience in a healthcare call center environment, with a strong understanding of healthcare scheduling workflows
