Sign Our Petition!

UCLA Health Patient Access Organization (PAO) call center management is continuing its war against their own workers. Since Teamsters Local 2010 won a group grievance against management’s unreasonable and unfair performance standards last year, PAO leaders have found a new way to retaliate and punish CX members by cherry-picking approximately 60 workers who supposedly did not meet the unfair performance standards and forcing them into the Irwindale office for 30 days of “training” after being remote for over 5 years.

Almost half of the 580 PAO agents are not able to meet these unreasonable performance standards, yet management is targeting a handful to punish and force some back into the office.  The PAO has successfully trained workers completely online since the workers went remote in 2020.

This isn’t about training. It’s forcing some workers to drive roughly 100 miles roundtrip for 30 days to punish them and scare the other workers into meeting management’s unreasonable and unrealistic expectations.

Employees of the PAO/PCC know our workplace is in crisis. We are exhausted, burned out, and feeling helpless as we try to do our job. The lack of staffing, the unequal treatment of staff, and rampant mismanagement is causing delays in patient care. Patients are forced onto longer hold times because agents are bounced around to queues for which they aren’t properly trained. The strain on employees as we try to navigate the system while patients are irate and yelling at us is unbearable.

The PAO/PCC is the first point of contact for patients getting care at UCLA Health and should be a priority for staffing, training, and resources. Instead, more and more managers are hired while call agents remain unsupported and understaffed!

Help us confront this PAO workplace crisis by signing our petition to UCLA leadership TODAY!