Call Center Supervisor – Hillsboro, Oregon

Call Center Supervisor – Hillsboro, Oregon
(

Job Number:
 
538235
)

 
At Kaiser Permanente Northwest, the work you do every day supports the health of our members. That`s because each of us-from our financial, business, and IT experts, to our RNs, allied health professionals, and physicians-shares a commitment to providing the best possible care experience. Widely regarded as a mecca for outdoor enthusiasts, the Pacific Northwest blends urban bustle with open space in a way that is sure to enhance your own state of well-being. Looking to build a rewarding career in an environment that supports your success? Join us and put your beliefs into practice.

Description

Under the direction of the Contact Center Management team, develop and sustain high performance work teams that consistently achieve service standards, customer satisfaction, clinician satisfaction, and financial performance targets. The Contact Center Supervisor will manage the Patient Access Specialists and/or Communication Operators by ensuring that staff are providing excellent customer service to Kaiser Permanente members, and other departments within Kaiser, which are supported by the Contact Centers.

Essential Responsibilities:
Supervises the activities of the Patient Access Specialists and/or Communication Operators at the KPNW Contact Centers in the utilization of Kaiser Permanente services, patient access and the resolution of member questions. Coaches and mentors staff on an ongoing basis to ensure that individual statistics are within targets needed to meet service standards. Develop and retain competent, satisfied staff; recruit, interview, select, hire, orient, evaluate, counsel; implement corrective action plans and terminate employees when necessary. Understand, interpret and utilize statistical reporting of customer service data. Establish and assure compliance with professional standards for department personnel.
Establish ongoing communication channels with internal customers (MOB/Hospital administrative personnel, clinicians, managers and other KP departments) to continuously improve process and member experience. Recommend, review and administer service level agreements to internal customers for appropriate scope of work for Appointing staff. Represent and act as a champion for the Contact Center and the voice of the member in meetings and work groups. Work in combination with leadership teams to assure consistent management practices, staff training and processes.
Comply with monthly rounding, thank you notes, and regular performance discussions to support staff to provide service excellence in their positions.
Partner with the Contact Center Leadership Team to plan and achieve department goals and objectives, including system implementation, revisions to protocols, program development, and quality assurance activities which ensure a quality member experience.
Manages department resources with budgeted allocations. Participate in special projects and assignments as requested.

Qualifications

Basic Qualifications:

Experience
Minimum two (2) years of customer service experience in a contact center, preferably in care delivery or health plan setting.
Minimum two (2) years of lead or supervisory experience.

Education
Associate’s degree required, OR two (2) years of experience in a directly related field.
High School Diploma or General Education Development (GED) required.

License, Certification, Registration
N/A

Additional Requirements:
Ability to perform multiple duties in a heavy workload environment that operates on an urgent, and at times ambiguous, must respond basis.
Strong experience in a position with problem resolution responsibility.
Demonstrable time-management skills in a setting with competing priorities.
Demonstrable PC skills (software and hardware).
Excellent verbal and written communication skills.
Demonstrable knowledge of supervisory principles and coaching skills.
Basic knowledge of budget management.
Ability to work independently, organize and prioritize workload Note: If interviewed, will be required to provide documentation demonstrating acceptable attendance in prior position.

If this is a Bilingual required position the following applies:
Final candidate must pass pre-employment language skill assessment administered over the phone by Kaiser Permanente.
Upon hire, must take the next available Kaiser Permanente Qualified Bilingual Staff (QBS) training for continued employment.

Preferred Qualifications:
Minimum one (1) year of experience of successfully achieving performance and financial goals while working in a dynamic work environment with changing priorities.
Minimum one (1) year of experience managing 10 or more direct reports.
Minimum three (3) years of call center experience.
Working knowledge of Health Connect, CM, Diamond, Rounding Manager and other preferred systems.
Working knowledge of telecommunications systems such as skill set (queue) management systems, IVR’s and ACD’s.
Working knowledge of Kaiser Permanente policies and procedures, project planning and management.
Working knowledge of medical terminology, marketing, and telecommunications systems.

Bachelor’s degree in health care, human resources, business administration or related fields OR four (4) years of experience in a directly related field.

Primary Location
:
 
Oregon-Hillsboro-Hillsboro Regional Contact Center 3175 Aloclek St.

 
Scheduled Hours (1-40)
:
 
40

 
Shift
:
 
Variable

 
Working Days
:
 
Variable

 
Working Hours Start
:
 
Variable

 
Working Hours End
:
 
Variable

Schedule
:
 
Full-time

Job Type
:
 
Standard

Employee Status
:
 
Regular

 
Employee Group (Union Affiliation)
:
 
Salaried, Non-Union, Exempt

Job Level
:
 
Team Leader/Supervisor

Job
:
 
Customer Services

 
Public Department Name
:
 
Regional Contact Center

Travel
:
 
Yes, 5 % of the Time

 
Job Eligible for Benefits
:
 
Yes

 
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, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.

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