Kaiser Permanente Telehealth Contact Center Manager in Hillsboro, Oregon
Develop and maintain efficient ongoing operations of the Contact Centers which include fiscal efficiency, standardization of operational policies and procedures, leading workgroups to actualize organizational and strategic goals, ensuring patient, provider, and employee satisfaction, training and development of department supervisors, managing staff, and fostering a member centric culture which supports our mission.
Foster a culture of accountability to actualize organizational and strategic goals: Maintain efficient and effectively functioning contact centers. Link performance expectations of all areas of responsibility to the Regions strategic goals. Motivate staff to meet or exceed all program and department goals. Collaborate with supervisory staff to ensure accountability of staff. Apply internal and external best practices. Ensure employee safety and quality of care and services. Support the Labor Management partnership. Provide leadership and monitoring of Operational initiatives that support the mission and values of the Region.
Run a fiscally efficient operation: Optimize contact centers employee productivity. Minimize unscheduled absenteeism. Control labor and non-labor budgets. Maintain building and equipment. Meet regional and federal compliance standards.
Foster a member centric culture: Balance supply and demand needs for support services. Facilitate customer service excellence. Enable staff to achieve results by providing information, encouragement and discretionary authority. In collaboration with Administration, Providers, and Labor identify and implement initiatives to improve patient access and appointing.
Coordinate and manage staff: Hires staff for service excellence and technical expertise. Trains and requires staff to meet full job descriptions. Fosters a positive work environment. Work collaboratively with Labor.
Minimum five (5) years of experience in customer service in a contact center.
Minimum four (4) years of progressive supervisory and/or management experience.
Bachelor's degree in business or related field OR a minimum four (4) years of work experience in a directly related field.
High School Diploma or General Education Development (GED) required.
License, Certification, Registration
Demonstrated customer-focused service skills.
Team building, group facilitation and financial management.
Demonstrated leadership skills and abilities.
Minimum five (5) years of customer service experience in a contact center in care delivery or health plan setting preferred.
Minimum four (4) years of work related experience in dental or clinical care setting.
Thorough knowledge of health care environment.
Working knowledge of labor/contractual agreements.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.
TITLE: Telehealth Contact Center Manager
LOCATION: Hillsboro, Oregon
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.
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