Contact Center Manager

Serves as the strategic, operational and administrative leader for assigned lines of business in a highly specialized Contact Center environment. Develop and maintain efficient ongoing operations of the Contact Centers which include fiscal and operational 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.

• Accountable for role modeling principles defined by the Care Experience Standards, the KP Mission and any specific department/organizational initiatives. Fosters a culture of accountability to actualize organizational and strategic goals. Link performance expectations of assigned lines of business to the Regions strategic goals. Motivate staff to meet or exceed all program and department goals. Research and 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. Fosters a member centric culture by facilitating customer service excellence. Enable staff to achieve results by providing information, encouragement and discretionary authority. In collaboration with Health Plan, NW Permanente, and Labor, identify and implement initiatives to improve patient access and appointing. Provides leadership through direct and indirect reports to assure member focused high quality, accessible, cost effective care, including, scheduling, evaluation, coaching, rewards/recognition, discipline, and staff accountabilities. Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; training and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; executing performance management guidelines and expectations; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
• Ensures operational and performance standards are met for assigned lines of business. Plans, develops, implements, and evaluates department strategies, programs, and policies in partnership with Health Plan and NW Permanente Business Partners and Labor that support business initiatives and strategies, ensures consistent program interpretation and application, establishes and sustains strategic relationships with key stakeholders, and ensures service level agreements are met. Responsible for analyzing and reporting on successes against metrics. Responsible for contact center operations to achieve business and organizational strategic objectives. Develops and implements business plans into tactical action items; ensuring all policies and procedures are followed; delegating tasks to meet goals and objectives; overseeing the completion of work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; removing obstacles that impact performance; and guiding performance and developing contingency plans accordingly.
• 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.
• Run a fiscally efficient operation by ensuring spending within the budget allocation. Monitors and controls expenditures and provides input and direction to the budget planning process demonstrating comprehensive financial acumen. Responsible for coordination and management of facilities issues onsite with internal and external vendors. Maintain building and equipment. Meet regional and federal compliance standards.

• Minimum five (5) years of customer service experience in a contact center.
• Minimum four (4) years of progressive supervisory and/or management experience.

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

• N/A

• Ability to analyze, integrate and use quantitative data to make informed decisions to achieve expected outcomes.
• Ability to lead in a culturally diverse environment and promote culturally competent care.
• Excellent communication skills, including mediation and public speaking skills with the ability to communicate effectively in written and spoken English.
• Ability to attend to details, prioritize and complete multiple tasks independently in a fast-paced environment and following agreed upon timeline.
• Excellence in customer service, service recovery and complaint resolution skills.Strong organizational, communication, human resource and interpersonal skills, with a team-based approach to leadership.

• 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 contact center environment.
• Working knowledge of labor/contractual agreements.

Notes:

• 1 day a week on-site at TRC.

PrimaryLocation : Oregon,Hillsboro,Tanasbourne Regional Contact Center
HoursPerWeek : 40
Shift : Day
Workdays : Mon, Tue, Wed, Thu, Fri
WorkingHoursStart : 08:00 AM
WorkingHoursEnd : 05:00 PM
Job Schedule : Full-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : NUE-NW-01|NUE|Non Union Employee
Job Level : Manager with Direct Reports
Job Category : Customer Services
Department : St Vincent - Appt-Supprt Svcs Clinic - 1008
Travel : No
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.