Sr. Director Contact Center Strategic Initiatives

Company: Kaiser Permanente
Location: Corona
Posted on: September 13, 2020

Job Description:

Sr. Director Contact Center Strategic Initiatives Job Number: 887475 Posting Date : Aug 5, 2020, 11:14:11 PM

Description

The Senior Director of HPPSA Performance Improvement, Service Strategy plays a key leadership role in advancing Kaiser Permanente's Health Plan consumer experience and service strategy. In this role, the senior director partners with stakeholders across health plan and regional functions on enterprise initiatives to improve the consumer experience and lower our cost to serve.

Aligned with MSSA & HPPSA's strategic priorities and goals, the senior director leads multiple enterprise initiatives focused on improving the end to end consumer experience. This role involves leveraging consumer insights to understand pain points and developing new innovative service models which eliminate effort, increase engagement and lower our cost to serve.

This position leads a team made up of direct reports and is responsible for, but not limited to the following:

Provides strategic direction for multiple enterprise initiatives in support of MSSA & HPPSA consumer experience and affordability goals.

This role involves translating high level business goals into results, through cross functional collaboration, strategic planning, and alignment of resources.

Provides analysis, gap assessments and recommendations for improving the member experience or lower our cost to serve.

Is in inherently inquisitive and relies on data and other consumer insights to inform decisions.

Works with senior leadership and key stakeholders (all lines of business & HP functions) to align on strategic goals and priorities. Collaborates with finance on detailed business cases and ROI models.

Leads efforts to establish project/program structure including budgets, governance, communications, resources and project plans.

Ensures that necessary action plans and deliverables are completed in a timely, cost effective manner while insuring a high-quality consumer experience.

As appropriate utilizes process improvement and experience design methods to improve the member experience and increase efficiency.

Identifies and overcomes barriers (financial, staffing, and political) that might impede the successful completion of projects.

Proactively identifies risks and develops plans to mitigate their impact.

Develops and mentors staff through on-boarding, open communication, development plans, and performance management processes.

Builds and maintains employee engagement; fosters a culture of service, diversity and inclusion.

Plans, develops and manages departmental expenses and budgets.

Qualifications Basic Qualifications:

Experience

Minimum ten (10) years of relevant health plan and/or health care experience where the roles involved cross functional engagement to deliver complex solutions.

Minimum eight (8) years of leadership or management experience.

Education Bachelor's degree in a related field OR four (4) years of experience in a directly related field.

High School Diploma or General Education Development (GED) required.

License, Certification, Registration

N/A

Additional Requirements: Experience in consumer strategy or operations with accountability for improving customer service

A high level of initiative, results orientation and ability to drive cross functional work.

Program/Project Planning and Management, including program governance and infrastructure.

Change management, ability to exert influence, negotiation, political savvy.

Staff development, coaching, motivation and team engagement.

Experience with projects, budgets and business case development.

Analytical and strategic thinking; problem solving and observation skills.

Must be able to work in a Labor/Management Partnership environment.

Preferred Qualifications: Knowledge of the United States Health Care Industry preferred.

Experience managing a service center, or call center operation preferred.

Knowledge of process management/improvement methodologies preferred

Masters' degree in related field preferred

Primary Location : California-Corona-Corona Member Service Call Center 1840 California Scheduled Hours (1-40) : 40 Shift : Day Working Days : Mon, Tue, Wed, Thu, Fri Working Hours Start : 8:00 AM Working Hours End : 5:00 PM Job Schedule : Full-time Job Type : Standard Employee Status : Regular Employee Group (Union Affiliation) : Salaried, Non-Union, Exempt Job Level : Director/Senior Director Job Category : Insurance / Claims Public Department Name : Contact Center Systems & Applications Travel : Yes, 15 % of the Time

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. External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

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Keywords: Kaiser Permanente, Corona , Sr. Director Contact Center Strategic Initiatives, Other , Corona, California