http://kpcareers.org/careers/customer-services-jobs en Essential Functions:
- Greets members/patients; checks to ensure patient’s appointment time
- Verifies that member has all requested medical forms & information & checks to ensure completeness
- Explains to member how to complete various forms relating to health history & relevant procedures
- Prepares the appropriate materials & pertinent clinical information necessary for patient visits
- Advises provider that patient is waiting to be seen
- Shows patient to the appropriate waiting area & monitors waiting time
- Screens & routes incoming telephone calls from physicians, nurses, members, & other departments
- Answers routine inquiries & forwards complex inquiries to appropriate personnel
- Takes messages as necessary
- Books medical appointment & may call patient to cancel or change various appointments pending potential schedule changes
- Prepares a variety of routine office & medical materials such as letters, memos, reports & manuals using proper medical terminology, correct grammar & documentation format
- Performs other related duties as required such as copying, filing, receiving & distributing mail
- Maintains departmental materials & supplies
- Supports compliance & Kaiser Permanent’s Code of Conduct by adhering to federal & state laws & regulations, accreditation & license requirements, by policies & procedures
- Responds appropriately to observed fraud & abuse
- In addition to defined technical requirements, accountable for consistently demonstrating service behaviors & principles defined by the KP Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives
- Also accountable for consistently demonstrating the knowledge, skills, abilities, & behaviors necessary to provide superior & culturally sensitive service to each other, to our members, & to purchasers, contracted providers & vendors


Qualifications:

Basic Qualifications:
- 1 year of work experience in providing clerical & technical support in a health care facility
- HS graduation or equivalent
- Ability to remain courteous & to perform related reception/clerical duties for the medical department
- Highly effective interpersonal & verbal skills required
- Demonstrated customer service skills, customer focus abilities & the ability to understand KP customer needs
Preferred Qualifications:
- Successful completion of a basic medical terminology program preferred
]]> Sun, 20 May 2012 16:00:00 GMT 2443999-Denver-Customer-Services Essential Functions:
- Participate in managing the organization's complaint and grievance process.
- Accountable for investigation of all issues, including collection and documentation of appropriate data.
- Identify and address specialty/ flagged cases and follow appropriate processes for different types of cases.
- Communicate with a diverse set of internal and external clientele to achieve excellent results in the areas of complaint and grievance handling, compliance, documentation and enhancement of the member experience.
- Partner with and outreach to internal staff, other MS Departments, managers and physicians to resolve issues as quickly as quickly as possible.
- Research, resolve and communicate complaints and grievances filed by members and communicate Health Plan's decisions appropriately back to member or their authorized representatives.
- Ensure that complaints and grievances are processed in accordance with regulations, compliance standards and policies and procedures.
- Meet timeframes for performance while balancing the need to produce high quality work related to complex and sensitive member issues.
- Ensure integrity of departmental database by thorough, timely and accurate entry, consistent with regulatory protocols and effectively manage case resolution inbox every day.
- Participate in departmental meetings, trainings and audits as requested.
- Answer questions and manage members on existing/ open cases Escalate issues to management as appropriate to maintain compliance.

Qualifications:

Basic Qualifications:
- Two (2) years of experience in a service related industry.
- Two (2) years of experience in a complex health care environment, preferred.
- Bachelor's degree OR equivalent experience.
- Excellent interpersonal, verbal and written communication skills.
- Ability to work with peers in self-managed teams.
- Ability to prioritize work and ensure all compliance elements are met.
- Demonstrated conflict resolution and mediation skills with ability to secure action from multiple stakeholders.
- Ability to use sound judgment and to handle complex issues independently, but with the knowledge and ability to escalate and ask for help when needed.
- Demonstrated ability to work in a time-sensitive environment involving patients, family members and advocates.
- Extensive working knowledge of personal computers to include Windows based software applications, MS Word, etc. (added).
- Ability to multitask and manage time in order to perform well on long term projects while being flexible enough to assimilate short term projects on an ongoing basis.
- Must be able to work in a Labor/Management Partnership environment
- Strong working knowledge of federal and state regulations, laws and accreditation standards related to health care and managed care organizations, preferred.
- Knowledge of member complaint and grievance processing preferred.
- Competent working knowledge of KP Health Plan benefits plan/contracts/systems strongly preferred.]]> Mon, 14 May 2012 16:00:00 GMT 2429263-San-Francisco-Customer-Services Essential Functions:
- Under direction of the Member Services Assistant Director, participates in the management of the organization's Grievance, Appeal & Independent External Review process.
- Includes investigation of all appeals & collection of appropriate data.
- Works directly w/ Case Managers, Senior Case Managers, UM, SNF, Member Services, HPRS & other clinical & administrative leadership to investigate & facilitate resolution of complex & high profile member requests & appeals.
- Contributes significantly and/or provides technical leadership to high visibility projects to identify & resolve issues of strategic importance to the Member Services organization.
- Interfaces regularly w/ senior management to produce timely & valuable results.
- Provides advice & counsel to Senior Case Managers & Case Managers for Medicare or Commercial grievance and/or appeals.
- Responds to members, physicians & authorized representatives regarding the Health Plan's determination.
- Collaborates w/ clinical & administrative staff w/in the Plan (Northern & Southern California Regional offices & Local Facilities) to investigate complex & highly visible and/or sensitive member requests & appeals.
- Maintains current knowledge of regulatory & policy changes affecting Medicare & Commercial patients.
- Works closely w/ Utilization Management (UM), Skilled Nursing Facilities (SNF), Durable Medical Equipment (DME), Benefits, & other internal staff & entities to investigate member requests & appeals.
- Identifies trends & makes recommendations for process/system improvements.
- Prepares appeals for external independent medical review & other state & federal governments.
- Ensures appeals are processed in accordance w/ regulations, compliance standards, policies & procedures.
- Meets timeframes for performance while balancing the need to produce high quality work related to complex & sensitive member issues, including documentation.
- Mentors & serves as a consultant to Area Health Plan staff & other local & divisional entities requiring expertise & advice regarding compliance to regulatory requirements or problem solving.
- Participates in departmental meetings, training & unit self-audits, as requested.
- Acts as a liaison, problem-solver, & negotiator to achieve resolution on member requests & appeals.
- Produces or oversees development of written materials for various peer groups & high-level audiences.
- Plans & facilitates meetings.
- Makes formal presentations to various high-level audiences.
- Assists, as needed, in planning & coordinating w/ other ongoing teams & projects to maximize effectiveness.
- Participates in the development & management of the department.
- Involves coaching, recruiting, & conducting performance reviews for analysts, administrative staff, & other departmental activities.
- Supervises Case Managers.

Qualifications:

Basic Qualifications:
- Supervisory experience preferred.
- Experience related to regulatory compliance in healthcare or related field preferred.
- Bachelor's degree or equivalent in business administration, nursing, economics, health care administration, operations research, public health administration, and/or other related field.
- Master's degree desirable.
- Personal transportation required for local Service Area travel.
- Demonstrated excellent interpersonal, written and oral communication and presentation skills.
- Knowledge of member complaints, grievances and appeals processing required.
- Strong analytical skills.
- Demonstrated ability to work in a team-based, collaborative environment.
- Demonstrated ability to work independently and develop creative solutions to ongoing issues/challenges.
- Demonstrated ability to determine key business issues and develop appropriate action plans from multidisciplinary perspectives.
- Proficient in conflict resolution, group interaction and team building.
- Ability to work with peers in self-managed teams to meet deadlines. Independent decision making ability and high-level assessment and negotiation skills required.
- Demonstrated conflict resolution and mediation skills with ability to secure action from persons outside their supervision.
- Ability to use sound judgment and to handle potentially charged issues independently but with the knowledge and ability to escalate and ask for help when needed.
- Ability to multi-task and manage time in order to perform well on long-term projects while being flexible enough to assimilate short term projects on an ongoing basis.
- Demonstrated ability to work calmly in stressful environment involving patients, family members, and advocates.
- May require some travel to the Service Areas and/or Regional offices in California.
- Strong computer skills in Microsoft systems, including Word, Excel and PowerPoint, with knowledge of database systems preferred.
- Demonstrated ability in handling a high case load of complex issues preferred.
- Competent working knowledge of Kaiser Permanente Health Plan benefit plan/contracts/systems strongly preferred.
- Working knowledge or experience with audit techniques, concepts and standards.
- Must be able to work in a labor/management partnership environment.]]> Mon, 14 May 2012 16:00:00 GMT 2429291-Roseville-Customer-Services
Essential Functions:
- Participates in handling the grievances, appeals/denials process.
- Ensures appeals are processed in accordance with regulations, compliance standards and policies and procedures.
- Meets timeframes for performance while balancing the need to produce high quality work related to complex and sensitive member issues.
- Investigates all issues, including collection of appropriate data, preparation and presentation of documents to decision makers.
- Informs members or their authorized representatives, physicians and other stakeholders of Health Plan's determinations.
- Collaborates with internal staff, other MS Departments, managers and physicians to seek resolution on issues and cases affecting member while ensuring compliance, documentation and enhancing members' experience.
- Ensures integrity of departmental database by thorough, timely and accurate entry.
- Mentors others in preparation for positions of increased responsibility.
- Participates in departmental meetings, trainings and audits as requested.
- Answer questions and manages members on existing/open cases.


Qualifications:

Basic Qualifications:
- Bachelors' degree or a minimum of four (4) years equivalent experience in a complex HMO or customer service setting.
- Excellent interpersonal, verbal and written communication skills.
- Demonstrated ability to compose high quality, detailed written communication.
- Ability to identify issues, gather and assess information.
- Ability to prioritize work and ensure all compliance elements are met.
- Demonstrated conflict resolution and mediation skills with ability to secure action from multiple stakeholders.
- Ability to use sound judgment and to handle complex issues independently, but with the knowledge and ability to escalate and ask for help when needed.
- Ability to multitask and manage time in order to perform well on long term projects while being flexible enough to assimilate short term projects on an ongoing basis.
- Ability to work with peers in self managed teams.
- Knowledge of member grievance and appeals processing preferred.
- Must be able to work in a Labor/Management Partnership environment.
]]> Mon, 14 May 2012 16:00:00 GMT 2429307-San-Francisco-Customer-Services Essential Functions:
- Performs on-site & over-the-phone interpretation for patients, families, KP & non-KP health care providers who prefer to speak in their primary languages, other than English
- Provides simple sight translation
- Completes interpretation work requests as per protocol, provides accurate & timely documentation of work done, & compiles reports as required
- Participates as a member of the health care delivery team, exercising sensitivity & maintaining confidentiality of employee & patient information at all times
- Provides expert knowledge regarding the interaction of medical treatment & key aspects of culture
- Conducts and/or facilitates for medical staff, members & prospective members

Qualifications:


Basic Qualifications:
- Previous experience as an Interpreter in a multi-specialty health care environment preferred
- High School Graduate
- Health Care Interpreter certification required
- Excellent oral command of English and a second language of service
- Ability to demonstrate professionalism in a demanding, high stress and fast-paced environment
- Demonstrated understanding of cultural issues related to health care
- Must be sensitive and knowledgeable of the distinction between neutral interpreting and patient advocacy
- Must pass an oral competency assessment in both target and source language
- Basic computer skills required, i.e. Email, Word processing, spreadsheet and data entry
- Must be flexible and able to prioritize multiple tasks
- Must be able to work in a Labor/Management Partnership environment


Preferred Qualifications
- Basic computer (Word, Excel) skills

Notes:
- Rotating weekends required
- Travel to cover outlying areas with the exception to Coachella]]> Mon, 14 May 2012 16:00:00 GMT 2418087-Los-Angeles-Customer-Services
Essential Functions:
- Manages the day to day operations of a line of business that provides customer service and/or membership, enrollment or billing services to members of the health plan
- Represents the Health Plan within the local community on benefits and service matters
- Collaborates with Benefits, Contracts and Government Program divisions of KP to interpret contract language and handle member concerns
- Ensures the timely intervention of member issues in order to enhance member satisfaction, member recruitment/retention
- Partners with KP departments, salesand marketing, customers and other stakeholders
- Manages a team of customer service representatives or member services representatives
- Develops schedules
- Assigns and monitors work
- Gathers resources
- Measures and monitors service performance quality standards to ensure customer satisfaction and to comply with regulatory agencies
- Recommends changes in guidelines, procedures, policies
- Provides operational direction to team and resolves operational issues
- Attracts, selects and maintains a qualified, motivated staff which involves interviewing, coaching, counseling, disciplining, advising, monitoring, training, terminating
- Implements line of business strategies
- Performs financial management, tracking, analysis and management of accounts receivables to ensure financial goals for the line of business are met
- Conducts analysis of data and reports to improve employee performance
- Impacts the achievement of department and/or functional objectives
- Erroneous decisions/recommendations or failure to achieve results may cause delays in program schedules and result in the allocation of more resources and additional funds
- Involves interpreting and analyzing administrative or technical concepts
- Judgment is required to make decisions for less defined issues
- Requires moderately complex decision-making
- Recognizes linkages and understands impact of individual actions on other parts of the organization and member / customer
- Works on issues where analysis of situation or data requires review of relevant factors
- Requires considerable amount of analysis to consider all alternatives for identified, yet complex, problems
- Follows operational policies in selecting methods and techniques to determine the best solutions
- Information to solve the problem comes from a variety of sources which may not be readily available
- Assume other duties as directed

Qualifications:

Basic Qualifications:
- Requires one (1) to three (3) years supervisory or management experience in member services, health care, call center, or financial fields. Other education or training (beyond the bachelor's degree) can suffice in place of a portion of the required supervisor experience. Satisfactory completion of a twelve (12) week course in Principles of Management offered by the Member Service Call Center can suffice in place of six (6) to nine (9) months required experience
- Experience in administration requiring extensive complex problem solving and high-level negotiations preferred
- Experience in preparing and conducting audits preferred
- Experience in a Labor/Management partnership environment strongly preferred
- Experience using mainframe or personal computer database, 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.
- Requires knowledge of membership management and working knowledge of another functional area.
- Knowledge of labor contracts and HR/Organization/Department policies and procedures
- Strong interpersonal and communication skills; excellent written and verbal skills
- Call Center knowledge or related knowledge]]> Mon, 14 May 2012 16:00:00 GMT 2429245-San-Diego-Customer-Services
Essential Functions:
- Participates in handling the grievances, appeals/denials process.
- Ensures appeals are processed in accordance with regulations, compliance standards and policies and procedures.
- Meets timeframes for performance while balancing the need to produce high quality work related to complex and sensitive member issues.
- Investigates all issues, including collection of appropriate data, preparation and presentation of documents to decision makers.
- Informs members or their authorized representatives, physicians and other stakeholders of Health Plan's determinations.
- Collaborates with internal staff, other MS Departments, managers and physicians to seek resolution on issues and cases affecting member while ensuring compliance, documentation and enhancing members' experience.
- Ensures integrity of departmental database by thorough, timely and accurate entry.
- Mentors others in preparation for positions of increased responsibility.
- Participates in departmental meetings, trainings and audits as requested.
- Answer questions and manages members on existing/open cases.


Qualifications:

Basic Qualifications:
- Bachelors' degree or a minimum of four (4) years equivalent experience in a complex HMO or customer service setting.
- Excellent interpersonal, verbal and written communication skills.
- Demonstrated ability to compose high quality, detailed written communication.
- Ability to identify issues, gather and assess information.
- Ability to prioritize work and ensure all compliance elements are met.
- Demonstrated conflict resolution and mediation skills with ability to secure action from multiple stakeholders.
- Ability to use sound judgment and to handle complex issues independently, but with the knowledge and ability to escalate and ask for help when needed.
- Ability to multitask and manage time in order to perform well on long term projects while being flexible enough to assimilate short term projects on an ongoing basis.
- Ability to work with peers in self managed teams.
- Knowledge of member grievance and appeals processing preferred.
- Must be able to work in a Labor/Management Partnership environment.
]]> Mon, 14 May 2012 16:00:00 GMT 2429247-Roseville-Customer-Services
Essential Functions:
- Maintains a centralized call center of well-trained, empowered staff to provide 24-hour service to clients.
- Manages the activities of the staff to assure that best practices, policies and procedures are maintained.
- Fosters a team environment, w/ emphasis on responsibility and accountability, both critical for the call center's success.
- In conjunction w/ Call Center Manager, interviews, hires, coaches, disciplines, and terminates staff in accordance w/ established policies and procedures.
- Provides for adequate staff coverage of daily center operations, operating within the department's assigned budget.
- Assures Team Managers' availability at all times; to assist and monitor Customer Service Reps performance, and provides adequate coverage for the center.

Qualifications:

Basic Qualifications:
- Two (2) to four (4) years of Call Center Management experience required.
- Five (5)toseven (7) years of experience in customer service required.
- Bachelor's degree in business administrationOR four (4) years of equivalent work experience preferred.
- Computer literacy (mainframe, PC, and spreadsheets) used in the department.
- Knowledge of queuing theoriesand workforce scheduling.
- Knowledge of budget preparationand financial tracking.
- Knowledge of computer telephony integration (CTI), interactive voice response (IVR) units,and automatic call distribution (ACD).
- Must be able to work in a Labor-Management Partnership environment.



Notes:
- PR # MT-1370
- Work schedule to vary as required]]> Mon, 07 May 2012 16:00:00 GMT 2414994-California-Customer-Services Essential Functions:
- Schedules inpatient and outpatient surgical procedures.
- Uses judgment, experience and insight to ensure that surgical cases are scheduled according to best practice standards, achieving the best possible outcome for the member. To achieve success in posting a case, must consider all aspects affecting the case i.e. surgeon's time constraints and availability, surgical suite availability at multiple surgical sites, and coordination of ancillary services that may be indicated. - Reviews surgical ticket to ensure that the surgical facility and anesthesia screening requirements are met. Must remain knowledgeable with the current anesthesia screening requirements and other written guidelines as they relate to age and existing medical conditions. Communicates the patient's needs to the practitioner to ensure compliance.
- Insures that orders for lab, radiology, or other testing are entered by the practitioners, or pends necessary orders to practitioner for signature as needed.
- Verifies eligibility.
- Performs pre-authorization through QRM.
- Coordinates surgical assistance, both TSPMG practitioners, external practitioners, & various surgical
assisting groups.
- Coordinates the availability of special equipment and instrumentation for the surgeon in the
operating room suite. Communicates his/her needs and preferences to the surgical facility to ensure
availability. Examples: special lab equipment, sinus debriders, Co2 lasers.
- Coordinates scheduling of representatives of medical equipment companies and special equipment, as requested by the physician for trials of new equipment during surgical procedures.
- Coordinates joint cases with various surgical services both internal & external i.e. GYN, Urology,


Qualifications:

Basic Qualifications:
- High school diploma
- Medical terminology proficiency
- Customer service experience
- 2 years Surgery Scheduling experience
- Knowledge of ICD9/CPT coding
- Clinical background experience
- Ability to prioritize responsibilities
- Ability to handle multiple tasks simultaneously.
- Dependability with punctuality & attendance
- Ability to build and sustain excellent relationships with members, their families, fellow staff members
- Ability to develop and maintain excellent relationship with internal and external customers
]]> Sun, 06 May 2012 16:00:00 GMT 2408372-Georgia-Customer-Services
Essential Functions:
- Ensure resolution and follow up on member complaints and administrative appeals.
- Receive and handle complaints from Program Office, Medical Director, President, Regulatory Agencies, State and Federal departments (except for Insurance Advocate), and Internet.
- Ensure complaints and administrative appeals are handled according to department and regulatory guidelines.
- Maintain necessary databases to track and trend complaint and administrative appeals data.
- Provide monthly, quarterly and ad hoc reports to management regarding trends in complaints and administrative appeals.
- Recommend organization-wide process improvements to reduce member complaints, administrative appeals, disenrollments and improve member satisfaction; additionally, develop and recommend improvements in Member Services operations to improve the complaint and administrative appeals management processes.
- Train and inservice Kaiser Permanente staff on complaint and administrative appeals management process.
- Establish relationships and maintain regular contact with key individuals in the medical facilities, affiliated community physician and external consultant practices, and administrative departments.
- Maintain up-to-date understanding of Health Plan benefits and delivery system.
- Assist with departmental projects and perform other duties as assigned.

Qualifications:

Basic Qualifications:
- High School Diploma.
- A minimum of 5 years ofcustomer service experience (at least2 of which are in a Healthcare environment).
- A minimum of 1 year of prior experience with Kaiser Permanente, preferably in the areas of Member Services, Claims Services, Contract Administration or QRM.
- Must have knowledge of Kaiser Permanente benefits, policies and procedures, health plan delivery systems and administrative areas.
- Demonstrated excellence in oral and written communications.
- Proficiency with computer systems, preferably knowledge of Access.
- Excellent research, data analysis and problem solving skills.
- Excellent organizational, time management and leadership skills.

Preferred Qualifications:
- Bachelor's degree preferred.
- Insurance License preferred.]]> Wed, 02 May 2012 16:00:00 GMT 2399468-Atlanta-Customer-Services
Essential Functions:
- Identifies projects and develops project scope, timelines and action plan to ensure completion.
- Communicates project scope to the Director and stakeholders.
- Ensure adherence to business practices and policies.
- Provides timely, proper, and accurate documentation.
- Create, monitor and modify reports to assure business objectives are met and maintained.

Qualifications:

Basic Qualifications:
- Relevant bachelor's degree or related experience in project and program management.
- Demonstrated Knowledge of influential leadership tactics.
- A minimum of 2 years of experience in claim paying environment.
- Healthcare background in both business and telephony.
- Understand SQL Programming language and platform.
- Demonstrated effective interpersonal, written and oral communication skills.
- Effective presentation skills.
- Strong customer service orientation.
- Working knowledge of PC required.
- Ability to perform multiple duties in a heavy workload environment.
- Familiarity with the use and interpretation of quantitative statistical reports and analysis.
- Preparing and maintaining spreadsheets and documents.

Preferred Qualifications:
- Bachelor's Degree preferred and a minimum of 5 years of related business experience.
- A minimum of 5 experience ofdeveloping action/project plans.
- Ability to develop report programming, data collection and reporting.
- Monitoring program timelines, milestones, and resource usage.
- Defining project scope, goals, deliverables that support business objectives in collaboration with project Sponsor(s) and key stakeholders.]]> Tue, 01 May 2012 16:00:00 GMT 2399552-Georgia-Customer-Services Essential Functions:
- Schedule member appointments
- Create and send electronic messages
- Interact and communicate with Clinical Teams
- Process and route incoming member calls


Qualifications:

Basic Qualifications:
- Minimum of two years experience in a customer service environment
- High school graduate or equivalent
- Must be computer proficient
- Ability to work with multi-line phone systems
- Excellent verbal and written skills
Primarily an day/weekend position with start and end times usually between8:00pm and5:00pm Monday-Fridayand will include 1 or 2 weekends per month.No set days of the week and no set length of shifts. Position may rotate in toevening shift as needed.
]]> Tue, 01 May 2012 16:00:00 GMT 2399518-Ohio-Customer-Services Essential Functions:
- Uilizes established guidelines to schedule appointments for specialty departments by telephone, mail, and fax.
- Provides patients with information/instructions about appointments and procedures.
- Answers the telephone, determining the nature of the calls; takes messages or directs/transfers calls appropriately.
- Places courtesy calls to members for appointment/procedure reminders.
- Develops and maintains appointment schedules on a monthly basis.
- Cancel and reschedule appointments
- Enters required information regarding scheduled appointment into MHC.
- Responsible for direct patient contact
- Uses MHC to confirm referral and determine appropriate appointment type.
- Maintains logs and submits reports and logs as requested.
- Attends meetings as needed
- Respond to member questions and concerns and act as a member advocate for their service needs within Kaiser Permanente resolving issues at the lowest possible level.
- Consistent demonstration of a strong customer service orientation.
- Provide flexibility with job duties and schedule.
- Dependability in attendance and punctuality


Qualifications:

Basic Qualifications:
- High school diploma or GED
- Two (2) years experience in a customer service environment which included data entry and high volume phone duties; at least one (1) of these years in healthcare.
- Working knowledge of PC.
- Ability to communicate effectively and courteously on the phone.
- Ability to effectively interact and negotiate with diverse work units at all organizational levels.
- Ability to handle multiple tasks simultaneously.
- Demonstrated analytical and problem-solving skills
Preferred Qualifications:
- Certificate in Medical Terminology
- Specialty appointment scheduling experience
]]> Mon, 30 Apr 2012 16:00:00 GMT 2404037-Atlanta-Customer-Services
Essential Functions:
- Provides leadership for member services at the med center and medical offices for designated facilities, including budgetary, compliance, service and quality oversight
- Hires, supervises, coaches/trains and develops staff who handle sensitive and multi-faceted member issues and requests
- Oversees the daily ops of the member services dept, including linkage w/ auditing, training and analyst work to best meet the needs of staff, members, key stakeholders, and leadership
- Acts as key liaison w/ the med group; develops programs and service improvements in conjunction w/ key med group personnel, managers, and physicians, to improve member experience and resolve member issues as quickly and effectively as possible
- Handles high risk issues by managing timely communication w/ medical facilities
- Provides ongoing information, reports and recommendations to facility departments and physician chiefs related to data analysis and provision of reports and information related to services and concerns that arise in specific departments
- Fosters a service oriented work environment w/ an emphasis on dedication to serving members, affording respect to individuals, achievement of highest standards of quality, identifying and supporting opportunities for innovation, supporting teamwork and implementing policies and practices that reflect the vision of KP
- Identifies member-system conflict in an effort to prevent professional liability, minimize financial penalties to the organization, and retain satisfied members
- Negotiates and works collaboratively w/ facility staff and applicable regional departments to reach satisfactory service solutions to issues that optimize member experience w/ service
- Works directly with, and fosters collaborative working practices between local member services and the correspondence center(s), applicable regional departments, and other departments at the med center
- Ensures that staff provide timely and thorough responses to members, their physicians, authorized representatives regarding the Health Plan's response to complaints and grievances that are handled at the med center level
- Collaborates effectively w/ units in the Member Services Org, and Health Plan units to ensure compliance w/ regulatory and accreditation standards, to drive consistency in communication and decision making and to promote and protect the rights and responsibilities of Health Plan members
- Collaborates w/ various internal departments to review data, develop reports and identify actionable items related to KP performance in key areas of regulatory focus
- Provides recommendations on external environment and internal practices to leadership w/ relation to risk mitigation
- Manages departmental budget to meet or exceed organizational goals and provide optimal departmental operations
- Participates in regulatory and accreditation agencies' audits and surveys related to the complaint and grievances
- Provides reports required by the HPRS dept

Qualifications:

Basic Qualifications:
- Bachelor's Degree or equivalent experience in a related field.
- Master's Degree preferred.
- Five (5) years management/leadership experience in a complex healthcare (preferably HMO) or service-oriented organization.
- Significant experience/knowledgeworking with accreditation and regulatory agencies and/or preparing information for regulatory audits as requested, (including, but not limited to Dept of Health Services (DHS), Department of Managed Healthcare (DMHC), and National Committee for Quality Assurance (NCQA) and Center for Medicare/Medicaid Services (CMS).
- Significant experience in customer service improvement and process redesign, with openness to creative and innovative approaches to providing service, including cultural sensitivity, respect and polite communication with patients and all clientele.
- Excellent presentation/public speaking skills and experience.
- Demonstrated management and leadership skills, including working with varied levels of staff, budgeting, delegation, staff development, coaching, resource allocation planning, and performance management.
- Demonstrated ability in development of team focus, partnership, service orientation, influence and change leadership.
- Demonstrated expertise in results orientation, taking initiative.
- Demonstrated knowledge regarding Health Care regulation and compliance standards, internal policies and procedures.
- Outstanding interpersonal/communication skills with ability to effectively partner with a wide group of stakeholders, including professional and medical staff.
- Demonstrated awareness in emotional intelligence as modeled in day-to day leadership responsibilities.
- Ability to use sound judgment and handle potentially charged issues independently and with knowledge and ability to escalate and obtain assistance when needed.
- Excellent investigation, problem solving and documentation skills preferred.
- PC Skills/computer literacy (MS Office: Word, Excel, and PowerPoint).
- General working knowledge of Kaiser Permanente Health Plan benefits plans/contracts/systems.
- Proven ability and commitment to work collaboratively in a Labor Management Partnership.

Preferred Qualifications:
- Healthcare experience strongly preferred.
- Member Services experience a plus]]> Thu, 26 Apr 2012 16:00:00 GMT 2121556-Los-Angeles-Customer-Services Essential Functions:
- Responds to crisis situations. Ensures proper support provided to patients, family members and staff involved
- Facilitates communication between patients, visitors and staff
- Assists staff in meeting non-medical patient needs to increase comfort and wellbeing in ER
- Compiles and reports quality of service results as part of Quality Assurance monitoring. Ensures complaints, identification of problem areas and resolution handled in timely manner
- Participates in training new hires. Trains and provides recognition of volunteers in department
- Participates in committees and quality improvement activities. Attends continuing education and in-service training programs
- Maintains accurate statistical data to evaluate and maintain effective department performance
- Fulfills accountability requirements of organization and department and all outside regulatory bodies
- Maintains confidentiality of all patient-related information
- Follows departmental guidelines to ensure proper coverage for department
- Demonstrates knowledge, skills, and abilities necessary to provide care and/or service appropriate to age groups served
- Demonstrates knowledge, skills, and abilities necessary to provide culturally sensitive care and/or service
- Adheres to and maintains current knowledge of Principles of Responsibility, applicable federal and state laws and regulations, accreditation and licensing requirements, policies and procedures. Reports and/or resolves issues of non-compliance
- On regular, sustained basis, cooperates with other staff members both within and outside department in accomplishment of own job duties as well as assisting others in accomplishing theirs. Serves as team player and role model for other employees in organization, always exhibiting traits of courtesy, caring, helpfulness and respect. Conducts self in service-oriented manner that is attentive, pleasant, cooperative, sensitive, respectful and kind when dealing with members, visitors, public and all employees
- Performs other duties and accepts responsibility as assigned

Qualifications:

Basic Qualifications:
- One year public contact or related experience
- Bachelor's degree in social services or related field
- Current BLS for Health care Provider CPR or CPR/AED for the Professional Rescuer certification
- Demonstrated knowledge of and skill in adaptability, change management, conflict resolution, decision making, customer service, interpersonal relations, oral communication, problem solving, quality management, teamwork, and written communication
- Talking to co-workers, customers, outside vendors, and on the telephone
- Reading, writing, speaking, understanding English
- Training/giving and receiving instructions
- Mathematical ability, attention to detail (e.g., organization, prioritization, proofing), concentration, and alertness
Preferred Qualifications:
- Certification for Domestic Violence
- RTS Bereavement Counselor Certification
- Rape Crisis Counselor Training
- CISD-Critical Incident Stress Debriefing Certification
- Health care experience
- Post high school coursework in medical terminology
- Demonstrated knowledge of and skill in word processing, spreadsheet, and database in pc applications]]> Wed, 25 Apr 2012 16:00:00 GMT 2342851-Honolulu-Customer-Services Essential Functions:
- Schedules, reschedules, and/or verifies patient appointments.
- Interpretation services for non English-speaking members
- Responds to member questions and concerns, and acts as an advocate for their service, needs, and interests within Kaiser Permanente, resolving issues at the lowest possible level.
- Educates members on proper use of Health Plan systems and facilities.
- Appropriately transfers and introduces returned telephone calls to providers and medical office modules.
- Refers provider sick calls to scheduling Supervisor or a member of the call center management team.
- Notifies patients of appointments and/or scheduling changes by telephone or mail.
- Verifies member and benefit eligibility, creates medical record numbers as appropriate.
- Confirms patient appointment for next day, as appropriate.
- Receives/sends messages from/to hearing-impaired members via TDD equipment.
- Maintains confidentiality of patient's medical record and demographic information.
- Verifies and updates member demographics as appropriate during telephone encounter, per guidelines.
- May collect cumulative data and statistics; may enter data into automated systems.
- Assist in training and orienting new or less experienced staff, as directed.
- Serve as resource person to co-workers by answering procedure questions and assisting problem solving.
- Understands individual and call center performance. Is proactive about responding to self-performance measures.
- May participate in special projects, studies, or other activities from time to time, as directed.
- Proactively identify ways Kaiser Permanente could improve customer service; work in collaboration with other Kaiser Permanente department.
- Other duties related to this role as assigned.


Qualifications:

Basic Qualifications:
- High school diploma or equivalent.
- Formal training and/or certification in interpretation and/or must pass the Qualified Bilingual Status Level 1 assessment. (Will be given during the screening process).
- One (1) year experience in a similar customer service position which included data entry and high volume phone duties
- Bilingual and bicultural in Spanish, Vietnamese, Japanese, Chinese, or Indian
- Working knowledge of PC.
- Ability to communicate effectively and courteously on the telephone.
- Ability to effectively interact and negotiate with diverse work units at all organizational levels.
- Demonstrated analytical and problem-solving skills.
Preferred Qualifications:
- Knowledge of medical terminology
- Appointment-setting experience in a clinical setting or health care service role
]]> Tue, 24 Apr 2012 16:00:00 GMT 2377242-Georgia-Customer-Services
Essential Functions:
- Ensure accurate forecasts are created for multi site/multi skill contact center. Reviews all forecasts & provides feedback to Forecasting Specialist if adjustments are needed.
- Review scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc. Provide staffing projection to allow for 2 month hiring and training timeframe prior to need and allow for efficient management of overtime expenses. Track and manage the accuracy and effectiveness of the master schedules to work through adjustments to forecast and to continuously improve the overall master scheduling process.
- Ensure that all training, meetings and off line activities are being tracked, scheduled and completed within specific timelines with collaboration of senior workforce manager.
- Ensure that vacation bid processes is completed within contractual guidelines. Review and approve student schedules and education leave requests with collaboration of senior workforce manager.
- Maintain knowledge of union contracts and labor laws and administer related business rules and individual access rights in the workforce management system.
- The Forecasting/Scheduling Manager may back up the Intraday Manager.
-The Intraday Manager may back-up the Forecasting/Scheduling Manager except in performing the forecasting/statistical models.

Qualifications:

Basic Qualifications:
- 5 years of experience in managing a team in a multi site workforce management/forecasting & scheduling contact center role.
- Must have excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail. - Ability to effectively interface with all levels of management. Strong problem solving skills that enable quick identification and efficient resolution of issues.
- Knowledge of queuing theories and workforce forecasting and scheduling (e.g. eWFM, Verint/Blue Pumpkin), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD).
- Experience using mainframe or personal computers and Microsoft Office applications. Performs other related duties and assignments as required and as assigned by their Manager.
- Bachelor's degree or equivalent contact center work experience.

Preferred Qualifications:
- 3 additional years of experience in a multi site workforce management/forecasting & scheduling contact center role.]]> Tue, 24 Apr 2012 16:00:00 GMT 2186915-California-Customer-Services
Essential Functions:
- Hires, trains, & supervises competent, productive, motivated staff to provide high quality telephone service to Kaiser members.
- Coordinates & directs daily shift operations in collaboration w/ other supervisors.
- Ensures cost effective operations while remaining within budgetary guidelines on daily basis.
- Participates in establishment of group budget.
- Collaborates w/ management team to plan & achieve center goals & objectives.
- Ensures all are answered on a timely basis.
- Assists staff w/ resolving the more complex questions &/or calls.
- Troubleshoots minor problems w/ computers & phones.

Qualifications:

Basic Qualifications: - Previous experience (usually 1-2 years) in a supervisory or operations role required, preferably in a healthcare setting.
- Experience in medical office/ambulatory care preferred.
- Experience in staffing/scheduling preferred.
- Bachelors degree or equivalent experience preferred.
- Equipment knowledge (i.e., ACD, VRU, LAN) about basis operation & purpose required.
- Basic knowledge of PCs & related software required.
- Must have ability to perform multiple tasks in a heavy workload environment.
- Bilingual skills in Spanish or Cantonese preferred.
- Must be able to work in a Labor/Management Partnership environment.
]]> Mon, 16 Apr 2012 16:00:00 GMT 2355487-California-Customer-Services Essential Functions:
- Schedules, reschedules, and/or verifies patient appointments.
- Interpretation services for non English-speaking members
- Responds to member questions and concerns, and acts as an advocate for their service, needs, and interests within Kaiser Permanente, resolving issues at the lowest possible level.
- Educates members on proper use of Health Plan systems and facilities.
- Appropriately transfers and introduces returned telephone calls to providers and medical office modules.
- Refers provider sick calls to scheduling Supervisor or a member of the call center management team.
- Notifies patients of appointments and/or scheduling changes by telephone or mail.
- Verifies member and benefit eligibility, creates medical record numbers as appropriate.
- Confirms patient appointment for next day, as appropriate.
- Receives/sends messages from/to hearing-impaired members via TDD equipment.
- Maintains confidentiality of patient's medical record and demographic information.
- Verifies and updates member demographics as appropriate during telephone encounter, per guidelines.
- May collect cumulative data and statistics; may enter data into automated systems.
- Assist in training and orienting new or less experienced staff, as directed.
- Serve as resource person to co-workers by answering procedure questions and assisting problem solving.
- Understands individual and call center performance. Is proactive about responding to self-performance measures.
- May participate in special projects, studies, or other activities from time to time, as directed.
- Proactively identify ways Kaiser Permanente could improve customer service; work in collaboration with other Kaiser Permanente department.
- Other duties related to this role as assigned.

Qualifications:

Basic Qualifications:
- High school diploma or equivalent
- Formal training and/or certification in interpretation and/or must pass the Qualified Bilingual Status Level 1 assessment. (Will be given during the screening process)
- One (1) year experience in a similar customer service position which included data entry and high volume phone duties
- Bilingual and bicultural in Spanish, Vietnamese, Japanese, Chinese, or Indian
- Working knowledge of PC
- Ability to communicate effectively and courteously on the telephone.
- Ability to effectively interact and negotiate with diverse work units at all organizational levels
- Demonstrated analytical and problem-solving skills
Preferred Qualifications:
- Knowledge of medical terminology
- Appointment-setting experience in a clinical setting or health care service role]]> Wed, 14 Mar 2012 16:00:00 GMT 2262441-Atlanta-Customer-Services Essential Functions:
- Schedules, reschedules, and/or verifies patient appointments.
- Interpretation services for non English-speaking members
- Responds to member questions and concerns, and acts as an advocate for their service, needs, and interests within Kaiser Permanente, resolving issues at the lowest possible level.
- Educates members on proper use of Health Plan systems and facilities.
- Appropriately transfers and introduces returned telephone calls to providers and medical office modules.
- Refers provider sick calls to scheduling Supervisor or a member of the call center management team.
- Notifies patients of appointments and/or scheduling changes by telephone or mail.
- Verifies member and benefit eligibility, creates medical record numbers as appropriate.
- Confirms patient appointment for next day, as appropriate.
- Receives/sends messages from/to hearing-impaired members via TDD equipment.
- Maintains confidentiality of patient's medical record and demographic information.
- Verifies and updates member demographics as appropriate during telephone encounter, per guidelines.
- May collect cumulative data and statistics; may enter data into automated systems.
- Assist in training and orienting new or less experienced staff, as directed.
- Serve as resource person to co-workers by answering procedure questions and assisting problem solving.
- Understands individual and call center performance. Is proactive about responding to self-performance measures.
- May participate in special projects, studies, or other activities from time to time, as directed.
- Proactively identify ways Kaiser Permanente could improve customer service; work in collaboration with other Kaiser Permanente department.
- Other duties related to this role as assigned.

Qualifications:

Basic Qualifications:
- High school diploma or equivalent
- Formal training and/or certification in interpretation and/or must pass the Qualified Bilingual Status Level 1 assessment. (Will be given during the screening process)
- One (1) year experience in a similar customer service position which included data entry and high volume phone duties
- Bilingual and bicultural in Spanish, Vietnamese, Japanese, Chinese, or Indian
- Working knowledge of PC
- Ability to communicate effectively and courteously on the telephone.
- Ability to effectively interact and negotiate with diverse work units at all organizational levels
- Demonstrated analytical and problem-solving skills
Preferred Qualifications:
- Knowledge of medical terminology
- Appointment-setting experience in a clinical setting or health care service role]]> Wed, 14 Mar 2012 16:00:00 GMT 2262440-Atlanta-Customer-Services Essential Functions:
- Schedules, reschedules, and/or verifies patient appointments.
- Interpretation services for non English-speaking members
- Responds to member questions and concerns, and acts as an advocate for their service, needs, and interests within Kaiser Permanente, resolving issues at the lowest possible level.
- Educates members on proper use of Health Plan systems and facilities.
- Appropriately transfers and introduces returned telephone calls to providers and medical office modules.
- Refers provider sick calls to scheduling Supervisor or a member of the call center management team.
- Notifies patients of appointments and/or scheduling changes by telephone or mail.
- Verifies member and benefit eligibility, creates medical record numbers as appropriate.
- Confirms patient appointment for next day, as appropriate.
- Receives/sends messages from/to hearing-impaired members via TDD equipment.
- Maintains confidentiality of patient's medical record and demographic information.
- Verifies and updates member demographics as appropriate during telephone encounter, per guidelines.
- May collect cumulative data and statistics; may enter data into automated systems.
- Assist in training and orienting new or less experienced staff, as directed.
- Serve as resource person to co-workers by answering procedure questions and assisting problem solving.
- Understands individual and call center performance. Is proactive about responding to self-performance measures.
- May participate in special projects, studies, or other activities from time to time, as directed.
- Proactively identify ways Kaiser Permanente could improve customer service; work in collaboration with other Kaiser Permanente department.
- Other duties related to this role as assigned.

Qualifications:

Basic Qualifications:
- High school diploma or equivalent
- Formal training and/or certification in interpretation and/or must pass the Qualified Bilingual Status Level 1 assessment. (Will be given during the screening process)
- One (1) year experience in a similar customer service position which included data entry and high volume phone duties
- Bilingual and bicultural in Spanish, Vietnamese, Japanese, Chinese, or Indian
- Working knowledge of PC
- Ability to communicate effectively and courteously on the telephone.
- Ability to effectively interact and negotiate with diverse work units at all organizational levels
- Demonstrated analytical and problem-solving skills
Preferred Qualifications:
- Knowledge of medical terminology
- Appointment-setting experience in a clinical setting or health care service role]]> Wed, 14 Mar 2012 16:00:00 GMT 2262416-Atlanta-Customer-Services - Managing, monitoring and coaching Customer Service Representatives, handling personnel issues using a team approach.
- Acts as a member advocate and shares accountability for successful Contact Center operations.
- Ensures that service quality is achieved, interacts as necessary with KP departments to resolve complex problems.
- Responsible for adhering to programwide processes and procedures.
- Demonstrates strong problem solving skills by ensuring the timely resolution to member issues in order to enhance member satisfaction, member recruitment/retention.
- Has formal supervisory responsibility and accountability for a team of Customer Service Representatives. The major portion of this responsibility will be spent coaching and developing those Customer Service Representatives, reviewing/assessing employee performance and taking appropriate mitigating action and promptly addressing employee absentee issues.
- Administrative task and other duties, as assigned.
- Knowledge of labor contracts and HR/Organization/Department policies and procedures.
- Impacts the achievement of department and/or functional objectives.
- Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements (if applicable), and Kaiser Permanente's policies and procedures.
- Involves interpreting and analyzing established administrative or technical concepts.
- Requires moderately complex decision-making.
- Recognizes linkages and understands impact of individual actions on other parts of the organization and member/customer.
- Interacts daily with subordinates and /or functional peer groups. Interaction normally involves exchange or presentation of factual information.
- Responsible for directly providing guidance to staff.
- Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
- Provides formal supervisory (hire, fire, performance management) responsibility and accountability for a team or department of Customer Service Representatives.
- Provides direction to employees following established guidelines, procedures and policies.


Qualifications:

- Requires one (1) to three (3) years supervisory or management experience in member services, health care, call center, or financial fields. Other education or training (beyond the bachelor's degree) can suffice in place of a portion of the required supervisor experience. Satisfactory completion of a twelve (12) week course in Principles of Management offered by the Member Service Call Center can suffice in place of six (6) to nine (9) months required experience
- Experience in administration requiring extensive complex problem solving and high-level negotiations preferred
- Experience in preparing and conducting audits preferred
- Experience in a Labor/Management partnership environment strongly preferred
- Experience using mainframe or personal computer database, 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.
- Requires knowledge of membership management and working knowledge of another functional area.
- Knowledge of labor contracts and HR/Organization/Department policies and procedures
- Strong interpersonal and communication skills; excellent written and verbal skills
- Call Center knowledge or related knowledge
]]> Sun, 04 Mar 2012 14:00:00 GMT 2222099-Denver-Customer-Services Essential Functions:
- Performs on-site and over-the-phone interpretation for patients, families, Kaiser Permanente and non-Kaiser Permanente health care providers who prefer to speak in their primary languages, other than English
- Provides simple sight translation
- Completes interpretation work requests as per protocol, provides accurate and timely documentation of work done, and compiles reports as required
- Participates as a member of the health care delivery team, exercising sensitivity and maintaining confidentiality of employee and patient information at all times
- Provides expert knowledge regarding the interaction of medical treatment and key aspects of culture
- Conducts and/or facilitates for medical center staff, members and prospective members
- Supervisory Responsibilities: N/A
- Corporate Compliance Accountability: Consistently supports the precepts of Corporate compliance and Principles of Responsibility by maintaining confidentiality, protecting the assets of the organization, acting with integrity, reporting observed fraud and abuse and complying with applicable state, federal and local laws and program policies and procedures.
- Competencies: Able to pass skill assessment every three (3) years

Qualifications:

Pay Grade: 15

Basic Qualifications:
- Bilingual (English/Cantonese/Mandarin) Level II
- Previous experience as an Interpreter in a multi-specialty health care environment preferred
- High School Graduate
- Health Care Interpreter Certification required
- Excellent oral command of English and a second language of service
- Ability to demonstrate professionalism in a demanding, high stress and fast-paced environment
- Demonstrated understanding of cultural issues related to health care
- Must be sensitive and knowledgeable of the distinction between neutral interpreting and patient advocacy
- Must pass an oral and written competency assessment in both target and source language
- Basic computer skills required, i.e., Email, Word processing, spreadsheet and data entry
- Must be flexible and able to prioritize multiple tasks
- Must be able to work in a Labor/Management Partnership environment

Preferred Qualifications:
- Two (2) years of college preferred
- Previous experience as an Interpreter preferred

Notes:
- Must pass the bilingual assessment test.
]]> Sun, 04 Mar 2012 14:00:00 GMT 2222066-California-Customer-Services SCOPE
Participates in the development and execution of overall Medicare Operations objectives and KP goals. Responsible for maintaining an efficient & effective operation for the administration of Medicare enrollment, disenrollment, and reconciliation for all 8 KP regions which is in compliance with CMS and other appropriate regulations.
Will work closely with Compliance, Medicare Administrative Programs, and Regional Membership Administration Liaisons in accomplishing goals.
Drives change, process improvements & cultural transformation of Medicare Operations and acts as change leader.
Encourages management development by providing opportunities for leadership and working with other leaders throughout Membership Administration and Customer Service & Program Management (CS&PM).

MANAGEMENT OF STAFF
Provides managerial responsibility and support for three sub-functions (Enrollment/Disenrollment; Reconciliation; Customer Service) within Medicare Operations, directly and through subordinates, as appropriate.
Accomplishes results directly, and through subordinates, who exercise significant latitude and independence in their assignments.
Develops performance requirements.
Determines and establishes organizational structures.
May have budget responsibilities.

PROBLEM SOLVING
Works on complex issues where analysis of situations or data requires an in-depth knowledge of organizational objectives and functional trends.
Requires experienced business or technical judgment to create novel solutions for thought-provoking, diverse and highly complex issues.
Analyzes recommendations made by others to solve issues bearing broad or company-wide impact.
May involve the application of sophisticated methodology.

DECISION-MAKING
Involves a high degree of interpretation and analysis of obscure or inconclusive data.
Has final authority to make most decisions, except for those that require additional management approval.
Requires a broad range of highly complex decision-making.
Some decisions could be precedent setting.
Uses understanding of the vision for KP to ensure that all actions taken within the regions are aligned.

INDEPENDENCE / DISCRETION
Exercises considerable latitude in determining objectives and approaches to assignments.
Management reviews results to determine success of operation.

INTERACTIONS / COMMUNICATIONS
Regularly interacts with senior managers, regions, and/or business partners concerning Medicare Operations.
Interactions normally involve difficult situations, negotiations, or influencing other senior management.
Requires the ability to change the thinking of, or gain the acceptance of, others in difficult matters.
Discusses and presents information and issues internally and externally and potentially controversial issues within CS&PM and KP.

Qualifications:

Basic Qualifications:
- Requires minimum eight (8) years supervisory or management experience in a Member Services, Health care or Customer Service Call Center field, including three (3) to five (5) years management experience involving high level negotiations.
- Experience in managing large groups of employees in a collaborative work team environment required.
- Labor-Management Partnership environment experience.
- 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.
- 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 and verbal skills.
- 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.]]> Wed, 04 Jan 2012 14:00:00 GMT 2073985-San-Diego-Customer-Services Essential Functions:
- Answer incoming RTMC non-advice phone lines. Obtain information from callers, directly handle request, or triage call to MD, RN or others as appropriate per protocol.
- Arrange for inpatient beds and ambulances.
- Coordinate ED and inpatient repatriations.
- Document patient information in KP HealthConnect and patient tracking databases.
- Assist with managing and problem-solving issues that arise between KP and AMR/Pathways regarding ambulance transports.
- Assist with Quality Assurance activities as necessary, including chart review, data entry, and other tasks.
- Assist with other RTMC duties as needed.


Qualifications:

Basic Qualifications:
- Minimum of 2 years of experience working as an EMT or Paramedic.
- Oregon or Washington certification as an EMT-Intermediate or EMT-Paramedic.
- Excellent inter-personal and oral and written communications skills.
- Excellent multi-tasking ability.
- Effective in conflict resolution and team building.
Preferred Qualifications:
- Minimum of 2 years of experience working at Kaiser Permanente.
- Proficient in MS office programs, to include Word, Excel, and Access

Salary range: $20.54 to $25.45 per hour based on experience
]]> Mon, 25 Jul 2011 16:00:00 GMT 1764532-Portland-Customer-Services