Description

Job Summary:

In addition to the responsibilities listed below, this position is responsible for maintaining key performance indicators (KPIs) in a contact center(s) and/or region(s) by monitoring volume of contacts and staffing requirements and making adjustments to meet KPIs, with minimal guidance; tracking adherence to schedules and escalating any net staffing gaps caused by absences or offline exceptions; reviewing and sharing metrics with senior team members; ensuring all policies and procedures are contractually compliant; collaborating with team members to address trends and incorporating into future forecasts; monitoring offline activities and allocating resources; identifying and reporting technical issues related to systems; supporting the maintenance of tools and implementation of upgrades and/or solutions; and supporting training efforts on software and procedures.

Essential Responsibilities:

• Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members. Listens to, addresses, and seeks performance feedback. Pursues self-development; acknowledges strengths and weaknesses based on career goals and takes appropriate development action to leverage / improve them. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work. Assesses and responds to the needs of others to support a business outcome.
• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; follows procedures and policies, and applies data and resources to support projects or initiatives with limited guidance and/or sponsorship. Collaborates with others to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address improvement opportunities.
• Supports contact center services by: supporting customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources or directing them to the appropriate party, with minimal guidance; and tracking, escalating, and resolving routine and non-routine issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors), with some guidance.
• Enables contact center operations by: leveraging working knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and gathering standard operational performance data and reports for review by team members.
• Contributes to the development of contact center operational insights by: gathering and inputting standard and nonstandard operational data to support contact center operations analysis, with limited guidance; learning to identify operational improvements based on operations analysis results; and populating operational reports and other analytical outputs for presentation to team members and leadership.
• Contributes to contact center service quality and effectiveness by: investigating standard service quality concerns submitted by members, internal KP staff, and external agencies; and remediating performance in response to quality concerns and guidance.

Minimum Qualifications:

• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field OR Minimum one (1) year of experience in customer service or a directly related field.

Additional Requirements:

• Knowledge, Skills, and Abilities (KSAs): Acts with Compassion; Data Entry; Relationship Building; Computer Literacy; Microsoft Office

Preferred Qualifications:

• One (1) year experience working with Excel.
• One (1) year experience working with data analytics, business intelligence tools, and/or spreadsheet software (e.g., Excel, Cognos, Tableau).

Primary Location: California,Fontana,Palm Court II - SCAL Regional
Scheduled Weekly Hours: 40
Shift: Night
Workdays: Sun, Mon, Tue, Wed, Thu, Fri, Sat
Working Hours Start: 06:30 PM
Working Hours End: 07:00 AM
Job Schedule: Full-time
Job Type: Standard Worker Location: Flexible
Employee Status: Regular
Employee Group/Union Affiliation: NUE-SCAL-01|NUE|Non Union Employee
Job Level: Individual Contributor
Department: REGIONAL PALM COURT II - Virtual MC Clinical Operations - 0806
Pay Range: $28.65 - $37.07 / hour Kaiser Permanente is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills and geographic location along with a review of current employees in similar roles to ensure that pay equity is achieved and maintained across Kaiser Permanente. Travel: Yes, 20 % of the Time Flexible: Work location is on-site at a KP location, with the flexibility to work from home. Worker location must align with Kaiser Permanente's Authorized States policy. Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.

For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (where applicable), and Kaiser Permanente's policies and procedures.

Models and reinforces ethical behavior in self and others in accordance with the Principles of Responsibility, adheres to organizational policies and guidelines; supports compliance initiatives; maintains confidences; admits mistakes; conducts business with honesty, shows consistency in words and actions; follows through on commitments.

Job duties with at least occasional or possible access to: (1) patients, the general public, or other employees; (2) confidential protected health information and other confidential KP information (including employee, proprietary, financial or trade secret information); (3) KP property and assets, for example, electronic assets, medical instruments, or devices; (4) controlled substances regulated by federal law or potentially subject to diversion.

Requisition #: 1393546

bx2d9wfr1