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As a member of our Claims Connect team, you'll help process and
deliver the claims information Kaiser Permanente's members,
providers, regulators, and customers need, and expect, from a
world-class health care organization.
Sr. Director Contact Center Strategic Initiatives Submit
Interest Location: Corona, CA Additional Locations:
Job Number: 887475 Date posted: 08/06/2020 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. Essential Responsibilities: 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
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
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
Identifies and overcomes barriers (financial, staffing, and
political) that might impede the successful completion of
Proactively identifies risks and develops plans to mitigate
Develops and mentors staff through on-boarding, open
communication, development plans, and performance management
Builds and maintains employee engagement; fosters a culture of
service, diversity and inclusion.
Plans, develops and manages departmental expenses and
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
Minimum eight (8) years of leadership or management
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)
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,
Staff development, coaching, motivation and team engagement.
Experience with projects, budgets and business case
Analytical and strategic thinking; problem solving and
Must be able to work in a Labor/Management Partnership
Preferred Qualifications: Knowledge of the United States Health
Care Industry preferred.
Experience managing a service center, or call center operation
Knowledge of process management/improvement methodologies
Masters' degree in related field preferred
Primary Location: California,Corona,Corona Member Service Call
Center 1840 California Scheduled Weekly Hours: 40 Shift: Day
Workdays: 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 Department: 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
Click here for additional requirements >
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