No matter what your job title, the work you do at Kaiser Permanente supports the health and well-being of the millions of men, women, and children who turn to us for care. That's because all of us-from our financial professionals, to our IT team members, to our RNs and physicians on the front line of care-are committed to providing the best possible care experience. With locations across the United States, we offer the opportunity to build a rewarding career in an environment that supports your success. Join us and put your beliefs into practice.

General Job Duties:

• Actively promotes the vision and values of the ADS Operations organization - in the areas of customer service, change management, leadership, and performance levels and results orientation.
• Ensures efficiency of processes and successful implementation of operational strategies
• Accountable for the telephony that includes call distribution, workforce scheduling and telecommunications functions. Fully accountable for managing the service level and meeting performance guarantees with various employer groups.
• Manages the day to day operations of the Absence Documentation Services unit that provides customer service and/or requests from employer groups or third party administrators.
• Selects and maintains a competent, motivated and qualified staff of employees, which includes coaching, counseling, disciplining, advising, training, termination and resolution of personnel issues; responsible for increasing employee satisfaction for a line of business that provides customer service and requests from employer groups or third party administrators.

* Oversees and directs the work of the staff to maintain high quality of work with revenue enhancement and customer service focus by monitoring line of business.
* Responsible for the requests and releases of patient medical records, forms and letters to patients or authorized designees.

• Ensures queues are adequately staffed to achieve service goals and objectives within budget constraints, utilizing real-time control and systems to reassign phone queue assignments, extending/shortening Operations Specialist schedules as necessary. Utilize Team Managers for extending/shortening schedules. Approve, control and log assignment of any and all Operations Specialist off-line activity.

* Performs analysis of data and reports to improve employee performance in order to maintain a superior call center. Has joint accountability with managers and operations for service level goals and performance guarantees.
* In coordination with Team Managers, establishes measures and monitors service performance standards using a team approach.
* Develops, modifies and executes company policies.
* Budget responsibility includes participating in the development of the statewide budget, and for the forecasting and managing of payroll and non-payroll monthly and annual. Accountability also includes day-to-day decision making that will have a direct impact on the budget.
* Selects and maintains a competent, motivated and qualified staff of managers and employees, which includes interviewing, hiring, coaching, counseling, disciplining, advising, training and termination and resolution of personnel issues, responsible for increasing employee satisfaction. Coaches and develops team managers and operational staff.
* Monitors and implements projects, initiatives and operating strategies to ensure completion and ensure schedules are within budget and ADS service level goals and performance guarantees.
* Implements policy changes that will increase customer satisfaction and improve performance.
* Has authority to make most decisions, except for those that require additional management approval. Uses understanding of the vision for KP to ensure that all actions taken within the regions are aligned.
* Initiates problem solving strategies in alignment with the ADS mission and vision.
* Participate on work teams internally or externally in an effort to successfully implement strategic operational and department goals. Work teams may include working with Senior Leaders.
* Works on complex issues where analysis of situations or data requires in depth knowledge of organizational objectives and functional trends.
* Proactively develops and maintains effective internal and external relationships.
* Work is accomplished without considerable direction.
* Selection and retention of management staff. Develops and mentors management staff and front line staff.
Works with Director to develop a strategic plan and operational goals for the department.

Basic Qualifications:
- Requires five (5) to eight (8) years supervisory or management experience in a Member Services, Health care or Customer Service Call Center field.
- Five (5) to seven (7) years of membership management experience OR five (5) to seven (7) years other relevant experience and working knowledge of another functional area
- Five (5) to seven (7) years of customer service or administration.
- Experience in managing large groups of employees in a collaborative work team environment required.
- Call Center management experience in an inbound customer service call center required.
- Experience in a 300 plus seat Call Center environment.
- Labor-Management Partnership environment experience.
- Two (2) years experience as a KP Senior Team Manager highly preferred.
- Significant Call Center operational experience highly preferred.
- Experience using mainframe and/or personal computer data base, word processing and statistical analysis software packages preferred.
- Four (4) year degree in business administration, health care, or related field or equivalent experience required. The equivalent experience must be additional experience beyond the minimum work experience required above.
- Master's degree preferred.
- Requires advanced knowledge of call centers and working knowledge of multiple related functions.
- Knowledge of Call Center telephony that includes queuing theories, workforce scheduling and telecommunications.
- Strong interpersonal and communication skills; excellent written, verbal and presentation skills.
- Must have knowledge of workforce management and forecasting as it relates to meeting budget constraints.
- Use of workforce management systems, knowledge of forecasting.
- Project management capabilities.
- Strong interpersonal and communication skills; excellent written and verbal skills.
- Decision Making.
- Project Management.
- Labor Contracts/Organizational Policies and Procedures.
- Workforce management and forecasting.
- Complex problem solving.
- Ability to set goals and objectives, reaching them in prescribed timeframes.
- Must be able to act as a change agent.
- Ability to create strategy and tactical approaches to address operational issues.
- Must be able to act quickly in a crisis.



* Requires 3 to 5 years supervisory or management experience in a Member Services, Health care or Customer Service Call Center field.
* Requires complex decision making in developing and implementing customized processes, tools and reports.
* Experience in managing large groups of employees in a collaborative work team environment required.
* Must have strong interpersonal and communication skills, as well as excellent written, verbal and presentation skills.
* Two years' experience as a KP Senior Team Manager highly preferred.
* Significant Call Center operational experience highly preferred.
* Four year degree in business administration, health care or related field or equivalent experience required.
Master's degree preferred


Primary Location: California-Rancho Cucamonga

Scheduled Hours (1-40): 40

Shift: Day

Working Days: Monday - Friday

Working Hours Start: 8:00

Working Hours End: 17:00

Schedule: Full-time

Job Type: Standard

Employee Status: Regular

Employee Group: Salaried Employees

Job Level: Manager with Direct Reports

Job: Customer Services

Public Department Name: Operations

Travel: No

External hires must pass a background check/drug screen. We are proud to be an equal opportunity/affirmative action employer.