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Kaiser Permanente Careers

Customer Service

Making Each Interaction Extraordinary

Functioning as a liaison between our members, employer groups, providers, brokers, and internal customers, our customer service groups are the face and voice of Kaiser Permanente. They play a vital role in explaining our offerings, policies, and procedures as well as meeting the needs of our members across the country.

Lead Clinical Quality Assurance Specialist, Registered Nurse

Location: Aurora, CO Additional Locations:
Job Number: 846210 Date posted: 12/31/2019

Ensures compliance with acceptable standards of practice, applicable State and Federal laws and regulations. Coordinates and performs staff education on topics related to quality assurance/performance improvement. This position 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 the applicable federal, state and local laws and regulations, accreditation and licensure requirements (if applicable), and Kaiser Permanente's policies and procedures.

Essential Responsibilities:

  • Participates in the review and implementation of training programs for all staff including but not limited to: new orientation, coach training, retraining, new technologies and other training necessitated by regulatory changes. Assures correct, clear and professional interactions with customers to increase confident and satisfying relationships.
  • Monitors a subset of each employee's phone volume to ensure positive member interaction and adherence to scheduling guidelines and call process. The outcome of remote monitoring is the evaluation and documentation of performance as it relates to pre-recorded calls. The outcome of side-by-side coaching is same-time evaluation and documentation of performance. Communicates results of monitoring: Gives immediate feedback during side by side coaching, providing real-time evaluation of calls and direct individualized intervention. Interfaces daily with Quality/Training Supervisor to communicate results of monitoring efforts (both real-time and recorded calls) promoting the development of further training material and imparting the necessary data for evaluation of recent training efforts. Analyzes and communicates with Quality/Training Supervisor and employee's assigned supervisor regarding patterns and trends in individual and team performance.
  • Participates in SPOC as the Clinical Contact Center Teleservice Content Expert; attends bi-monthly SPOC meetings for respective Service Line (Adults, Peds, OB); Develops and maintains relationships and effective communication with all levels of Clinical Contact Center staff and HCT physicians to facilitate problem identification and resolution. Ensures all requests from staff members are addressed and resolution communicated.
  • Maintains knowledge and competency related to all changes in appointment guidelines, regional pilots, system enhancements and any changes which could affect patient interaction and the appointment making process.
  • Helps the Quality/Training Supervisor obtain materials for training and delivers training modules developed by the Quality/Training team.
  • The union and the company are currently investigating the bargaining unit status of this position.  If it is determined that this is a bargaining unit position, bargaining unit status (seniority dates, dues payments etc.) will be applied on a retroactive basis based on the employment commencement date.

  • Basic Qualifications:


  • Minimum one (1) year of experience in the Clinical Call Center required.
  • Minimum two (2) years of experience in acute or ambulatory care nursing as an RN.
  • Minimum one (1) year of experience performing Quality Assurance in a call center environment.

  • Graduate of board approved RN program and completed a minimum of 750 clock hours of faculty planned clinical experience and guided learning activities which required direct supervision by faculty, associate nursing instructional personnel (ANIP) or preceptor who is physically present or immediately accessible.
  • High School Diploma or General Education Development (GED) required.
    License, Certification, Registration

  • Active RN license in Colorado.

    Additional Requirements:

  • Excellent communication skills with a strong customer focus required.
  • Strong coaching skills required.
  • Experience in a Training, lead or QA role; experience using NICE Quality Monitoring System.
  • Knowledge of Health Connect and fluency in appointment guidelines required.
  • Familiarity with telephony required.
  • Computer literacy required.

    Preferred Qualifications:

  • Master's degree strongly preferred.
  • Primary Location: Colorado,Aurora,Waterpark I 2500 S. Havana St. Scheduled Weekly Hours: 40 Shift: Variable Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: Varies Working Hours End: Varies Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Individual Contributor Job Category: Customer Services Department: AACC Travel: Yes, 5 % 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.

    About Customer Service Careers

    Customer Service Careers

    With over 11 million members, more than 127,000 employees, and over 40 million doctor visits a year, our customer service teams need you to come work with a wide variety of people to address concerns, resolve grievances, and educate our communities about our offerings. At Kaiser Permanente, you'll put your communication and mediation skills to work in support of excellence. We are committed to supporting you with ongoing growth, training, and development opportunities.

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