Description

Job Summary:

Establishes and provides leadership and direction for critical multi-dimensional member facing department within Customer

Experience Operations. Has direct responsibility for all personnel, productivity, technology and quality, to include

development of internal policies and procedures. Provide ongoing guidance on understanding customer needs and

resolving member issues at a regional level. Develop and monitor analytic tool sets and metrics, conducts root cause

analysis and advocates, defines and leads operational improvement projects and initiatives that elevate the level of service

provided to members. Accountable for creating a culture of compliance, ethics and integrity.

Essential Responsibilities:

• Create and sustain strong relationships with stakeholder departments.
• Establishes and assures adherence to schedules and work plans.
• Actively promotes the vision and values of CE department particularly in the areas of new members, customer service, change management, leadership, performance levels, and results orientation. Responsible for the vision and the culture of the contact center, and the support and implementation of Labor Management partnership initiatives.
• Ensures efficiency of processes and successful implementation of operational strategies. Develops and implement process improvement.
• Achieve the highest level of practices while improving policies and procedures to provide excellent customer service to Regional membership and clients.
• Develop, design and analyze data to create staffing models and forecast needs for CE operation as well to interdependent department and stakeholders within KPCO. Report data on a regular basis to then implement solutions to forecast in a high volume environment. Implements staffing model to achieve service goals and objectives utilizing real-time control and systems to reassign phone queue assignments, extending/shortening Customer Care Representative (CCR) schedules as necessary, calling in additional CSRs, etc.
• Accountability to and with inter-departmental teams to ensure performance goals are met. Actively participate in Program wide Communities of Practice alongside peers and leaders in an effort to successfully implement strategic operational and department goals.
• Uses business and functional expertise, an understanding of KPs strategy and capabilities, knowledge of the health care industry, other critical external factors and a focus on KPs mission to meet the needs of patients, members, customers and communities to develop and evolve strategies that respond to a dynamic environment.
• Ensure all staff interactions are member centric displaying empathy and compassion through quality assurance process. Develops, coach and counsel staff on an individual level to demonstrate member centric behaviors and methods.
• Selects and maintains a competent, motivated and qualified staff of employees, which includes interviewing, hiring, coaching, counseling, disciplining, advising, training, termination and resolution of personnel issues; responsible for increasing employee satisfaction. Coaches and develops operational staff.

Basic Qualifications:

Experience

• Minimum four (4) years of management experience in an operational environment.

Education

• Bachelors degree in business administration, health care administration or related field OR a minimum four (4) years of related experience.
• High School Diploma or General Education Development (GED) required.

License, Certification, Registration

• N/A

Additional Requirements:

• Previous experience as a frontline leader preferred.
• Call Center operational experience.
• Experience managing in a union environment.
• Proven ability to influence multiple diverse stakeholder groups without position of authority.
• Demonstrated analytic skills.
• Ability to lead in a matrix organization.
• Experience in managing employees in a collaborative work team environment.
• Strong interpersonal and communication skills; excellent written, verbal and presentation skills.
• Proficient with Microsoft Excel, Word, and PowerPoint.

Preferred Qualifications:

• N/A

Primary Location: California,Los Angeles,West Los Angeles Medical Center
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri,
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard Worker Location: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: NUE-SCAL-01|NUE|Non Union Employee
Job Level: Manager with Direct Reports
Department: Regional Offices - Pasadena - Mbr Svc-Member Relations - 0808
Pay Range: $100900 - $130570 / year 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, 25 % of the Time On-site: Work location is on-site (KP designated office, medical office building or hospital). 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 #: 1409239

bx2d9wfr1