Sr. Director, Member Services Call Center

Kaiser Permanente • Spokane, WA

283d

About The Position

Provides strategic guidance and leadership to the operations of the KP Washington Member Services Contact Center. Provides short and long range planning and operational direction to ensure maximum productivity, cost effectiveness and customer service quality. Directs case management activities across multiple units and/or departments by determining and overseeing the strategic direction for process inefficiencies. Ensures that case management and resolution activities are performed in compliance with internal and external rules and regulations. Championing advanced long-term strategies for improving and addressing process inefficiencies in case research. Determines and oversees strategic plans for high priority incident case resolution based on expert knowledge and future industry directions. Champions exceptional customer and member services through training, process, and procedures. Integrates cutting edge knowledge of the incident management process, relevant laws, regulations, statutes, federal policy changes, and other organization-wide initiatives to identify and address operational gaps that contribute to member and provider dissatisfaction, unnecessary appeals cases, or group retention issues. Evaluates data and identifies trends to conduct root cause analysis, identify stakeholders with whom to improve consumer experience, and implement operational solutions. Leads and communicates new policies which facilitate operational changes and ensure effective change management.

Requirements

• Minimum seven (7) years of experience in customer service or a directly related field.
• Minimum four (4) years of experience managing operational or project budgets.
• Minimum five (5) years of experience in a leadership role with direct reports.
• Bachelor's degree in Business Administration, Economics, Health Care Administration, Health Services, Communications, or related field AND minimum eleven (11) years of experience in health care, health insurance, sales and marketing, or directly related field OR Minimum fourteen (14) years of experience in health care, health insurance, sales and marketing, or a directly related field.

Responsibilities

• Builds organizational capacity and prepares high potentials for growth opportunities and advancement.
• Provides framework for soliciting and acting on performance feedback.
• Models and drives continuous learning and oversees the recruitment, selection, and development of talent.
• Acts as a thought leader on industry trends, benchmarks, and best practices.
• Motivates and empowers teams; maintains a highly skilled and engaged workforce.
• Provides guidance when difficult decisions need to be made.
• Oversees the operation of multiple units and/or departments by identifying member and operational needs.
• Engages strategic, cross-functional business units to champion and drive support for business plans and priorities.
• Sets and communicates goals and objectives; analyzes resources, costs, and forecasts.
• Anticipates and removes obstacles that impact performance.
• Directs member incident case management by evaluating and determining for incidence case management strategic initiatives.
• Promotes member incident case research by championing advanced long-term strategies.
• Establishes strategies for the resolution of member incident cases.
• Promotes customer service by determining and driving improved long-term strategies.
• Impacts case documentation efforts by improving data collections processes.
• Serves as a leader for operational improvement by integrating cutting edge knowledge of the incident management process.

What This Job Offers

• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree