Clinical Contact Center Supervisor - Seattle - Kaiser Permanente

    Kaiser Permanente
    Kaiser Permanente Seattle

    13 hours ago

    Description
    :

    Job Summary:


    In addition to the responsibilities listed below, this role is also responsible for supervising the Contact Center team and developing a strategic plan to achieve Contact Center goals and objectives, including operational accountabilities for quality, finance, access, service, integration, and clinical practice; planning, coordinating, integrating, and supervising activities of the Contact Center to ensure customer satisfaction; resolving moderately complex member Contact Center issues or escalating them as necessary; proactively monitoring the quality of service and trends to maintain high standards and optimal workflow; participating in the strategic planning and governance of Contact Center operations; conducting cost/benefit analysis, assessing call volume, and evaluating service levels to make informed strategic and operational decisions; serving as a resource for moderately complex staff inquiries; facilitating problem resolution for both members and providers; analyzing call data and documenting Contact Center information such as team performance data, phone performance, and appointment bookings; and developing quality improvement programs focused on training, enhancing external and internal satisfaction with phone and appointment performance.

    Essential Responsibilities:

    Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement.

    Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations.

    Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.


    Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed.

    Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate.

    Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.

    Supervises ambulatory operations to support patient care by:


    facilitating team, meetings and/or management decisions and identifying action items, keeping into consideration compliance timelines and financial commitments; using and providing feedback on standard utilization and productivity reports to achieve performance targets; interpreting data and taking action; supervising human resources including recruitment and selection and promoting active recruitment, and implementing the orientation and employee management; conducting survey and compliance readiness activities, including mock rounds and mitigating issues, to maintain compliance and regulatory standards and delivering requested audit documentation, information, and reports; and assuming accountability for maintaining their teams budget and expenditures and entering payroll.

    Ensures standardized care delivery by:

    supporting large and/or complex work streams with significant program impact; supervising data collection and using data to inform the development and implementation of plans; coordinating and monitoring daily operational activities involving patient care management; coordinating resources in clinical areas to ensure appropriate assignment and utilization; supervising multidisciplinary ambulatory team(s); helping implement emergency preparedness programs and ensuring the teams emergency preparedness and recovery plans are current and that staff are trained and know what is expected during and after an emergency; and coaching the team and monitoring implementation and delivery on objectives.

    Supervises improvements to patient-centered operations and technology processes by:

    planning the work of teams on strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; responding to escalations to improve the performance of operations system processes; and implementing performance metrics to track the success of strategic improvement projects.

    Minimum Qualifications:

    Minimum one (1) year of experience in a leadership role with or without direct reports.

    Minimum one (1) year of customer or member/patient service experience.


    Associates degree in a business, nursing, health care, or directly related field AND minimum two (2) years of experience in business operations, clinical health care, or a directly related field OR Minimum three (3) years of experience in business operations, clinical health care, or a directly related field.

    Registered Nurse License (Washington) required at hire OR Compact License:

    Registered Nurse required at hire
    Additional Requirements:

    Knowledge, Skills, and Abilities (KSAs):

    Computer Literacy; Member Service; Confidentiality; Training
    Preferred Qualifications:

    One (1) year of contact center experience.
    One (1) year of management or supervisory experience in a clinical or telehealth environment.
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