Description

This Senior Director of Regional Member Services will be on site most days in one of the following sites: Anaheim, Irvine, South Bay, Baldwin Park, and Downey.

Technical Summary:

The Senior Director of Member Services leads regional operations that deliver highly responsive, proactive engagement for members and patients across multiple service areas. This role drives key initiatives that strengthen retention, support Medicare 5-Star performance, reduce experience friction, and increase likelihood to recommend Kaiser Permanente. The leader provides strategic direction and oversees day-to-day Member Services operations in medical centers throughout the region, while also supporting service area executives with escalations and incident management.

Job Summary:

Provides strategy and direction to the Member Services function with overall responsibility for the day to day local Member Services operations in medical centers throughout the region.

Essential Responsibilities:

• Provides strategy and direction to the Member Services function across the NCAL or SCAL region.
• Develops and executes strategic plans, policies and objectives with long term, region wide impact to the Member Services function.
• Establishes and executes goals and processes.
• Identifies and drives internal initiatives to improve overall quality performance in Member Services.
• Has region wide control of the planning, staffing, budgeting, managing expense priorities, and performance requirements.
• Oversees the day to day operations in the local medical centers throughout the region to ensure member satisfaction and compliance with ongoing regulatory requirements.
• Manages programs to ensure survey readiness for the Member Services function.
• Partners with leaders in the local medical centers to ensure the implementation of complaint resolution processes and procedures in the medical centers within and across medical centers.
• Works with peers from Member Services and Member Correspondence Center in ensuring integration of the major components of statewide and national share support operations.
• Oversees key operational relationships between NCAL and SCAL Permanente Medical Groups in efforts to achieve quality outcomes and maintain ongoing regulatory compliance.
• Develops and executes best practices for performance measurement.
• Partners with executives from NCAL KFH/HP, TPMG and SCAL Permanente Group (SCPMG) to ensure leveraging of capabilities and sharing of statewide best practices.
• Leads teams through large strategic process improvements and change efforts in the medical centers both at the region wide or local levels.
• Collaborates with Sales, Marketing and medical center leaders to improve member retention, affect growth and improve purchased group satisfaction.
• Kaiser Permanente conducts compensation reviews of positions on a routine basis.
• At any time, Kaiser Permanente reserves the right to reevaluate and change job descriptions, or to change such positions from salaried to hourly pay status.
• Such changes are generally implemented only after notice is given to affected employees.
• Consistently supports compliance and the Principles of Responsibility (KPs code of conduct) by maintaining confidentiality, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable Federal and State laws and regulations, accreditation and licensure requirements, and KP policies and procedures.
• In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by the Kaiser Permanente Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives.
• Accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to each other, to our members, and to purchasers, contracted providers and vendors.

Basic Qualifications:

Experience

• Minimum seven (7) years senior management/leadership experience in health care managing multiple locations.
• Minimum five (5) years of experience in a complex healthcare (HMO) environment.

Education

• Bachelors degree in Health Care Administration, Business or Public Health Administration, Operations Research, Economics or other related field, OR four (4) years of experience in a directly related field.
• High School Diploma or General Education Development (GED) required.

License, Certification, Registration

• N/A

Additional Requirements:

• Must be able to work in a Labor/Management Partnership environment. Proven ability to lead and manage through influence and change; implementing strategic changes.
• Proven capability to motivate change and galvanize action through synthesis and interpretation of outcome data.
• Demonstrated background in strategic thinking and implementation.
• Proven ability to balance execution of the strategic vision through leadership and delegation, with a willingness and competence to dive into the details as required.
• In-depth knowledge of, and leadership experience with, KP Program requirements for NCQA Accreditation and regulatory compliance.
• Leadership experience working with regulatory agencies and dealing with integrated care delivery systems and coordinated care issues.
• Successful experience managing a broad range of operational and organizational redesign, improving internal operations, financial turnaround, creating a performance oriented organization, and change management.
• Demonstrated expertise in project management, problem solving, verbal and written communication and collaborative working skills.
• Excellent interpersonal skills (negotiation, listening and communication skills) characterized by effective interactions with a diverse range of internal and external constituents, stakeholders and audiences.
• Demonstrated political savvy -- able to operate in politically complex situations and remain effective.
• Demonstrated ability to function collaboratively in a multi-entity partnership environment.
• Demonstrated leadership capabilities, including but not limited to developing dynamic, constructive working relationships and partnerships with operational, physician and administrative Leaders.
• Proven ability to develop dynamic, constructive working relationships and partnerships with operations and physician partners.

Preferred Qualifications:

• N/A.

Primary Location: California,Anaheim,Orange Co Anaheim 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: Flexible
Employee Status: Regular
Employee Group/Union Affiliation: NUE-SCAL-01|NUE|Non Union Employee
Job Level: Director/Senior Director
Department: Regional Offices - Pasadena_I228_TEST - Mbr Svc-Member Relations - 0801
Pay Range: $151200 - $195580 / year Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location. Travel: Yes, 50 % 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 #: 1426754

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