Enable extraordinary moments
Senior Manager, Incident Management, Employer Services
Primary Location Aurora, Colorado
Schedule Full-time
Shift Day
Salary $131300 - $169840 / year
Job Number 1412718
Date Posted 04/06/2026
Job Summary:
In addition to the responsibilities listed below, this position also directs the resolution of employer and broker issues by promoting the negotiation of contractually defensible resolution organization-wide; leveraging cutting-edge knowledge of the employer services domain to ensure satisfactory resolution of highly complex or high risk issues and complaints; recognizing service gaps that contribute to dissatisfaction among customers, members, key stakeholders and/or functional areas; and determining process improvements to deliver on customer needs and expectations.
Essential Responsibilities:
- Creates and advocates for developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works with leaders and employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; hires, trains, and develops talent for growth opportunities; strategically evaluates talent for succession planning; sets performance management guidelines and expectations across teams / units. Oversees implementation, adapts, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends; shares best practices within and across teams. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams; motivates teams to meet business objectives. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope; encourages development and consideration of options in decision making; fosters access to stakeholders.
- Manages designated units or teams by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed; partners with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies. Aligns team efforts; builds accountability for and measuring progress in achieving results; assumes responsibility for decision making; fosters direct reports to resolve escalated issues as appropriate. Communicates goals and objectives; incorporates resources, costs, and forecasts into team and unit plans; ensures matrixed resources are fulfilling service or performance requirements across reporting lines. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams and units to operate in alignment with operational and business objectives.
- Oversees member, customer, or employee incident case management by: developing long-term strategic initiatives for incidence case management using data and trends from the case tracking database across multiple teams or regions; planning and implementing objectives and strategies for addressing process inefficiencies in case management, such as case volumes that are too high or low, across multiple teams or regions, as well as processing highly complex or high risk cases and managing highly complex teams across all lines of business; and maintaining compliance of case management activities with internal and external rules and regulations across multiple teams or regions.
- Promotes member or employee incident case research by: developing and implementing long-term strategies to improve incident case research activities across multiple teams and regions.
- Determines strategies for the resolution of member or employee incident cases by: forecasting incident resolution needs and priorities to inform strategic planning across all lines of business; and overseeing processes for incident resolution across multiple teams or regions to ensure effectiveness and compliance with internal and external rules.
- Encourages customer service by: overseeing multiple teams or regions to ensure information provided to members, customers, employees, or other stakeholders from staff related to concerns/incidents is accurate and timely; and coaching and guiding team members to provide exceptional customer and member service in cases involving highly charged, sometimes emotional situations and updating communication processes for incident resolution across multiple teams or regions to ensure effectiveness and compliance with internal and external rules and regulations.
- Improves case documentation efforts by: developing data collections processes to ensure that all relevant information to address cases is being gathered and to identify trends through data analysis; and managing and designing documentation processes for multiple teams or regions to ensure that all quality and regulatory standards are being met.
- Serves as a leader for operational improvement by: integrating highly advanced knowledge of the incident management process and an understanding of organization-wide initiatives to identify operational gaps that contribute to member customer, employee, or provider dissatisfaction, avoidable incident cases, or member or customer retention issues; developing, implementing, and updating detailed procedures to reflect enterprise-level operational changes and ensure effective change management across multiple teams or regions; and evaluating data and identifying trends across multiple teams or regions to conduct root cause analysis and identify operational solutions across multiple teams or regions.
Minimum Qualifications:
- Minimum four (4) years of experience in customer service or a directly related field.
- Minimum one (1) year of experience managing operational or project budgets.
- Minimum five (5) years of experience in a leadership role with or without direct reports.
- Bachelors degree in Business Administration, Economics, Health Care Administration, Health Services, Communications, or related field AND minimum seven (7) years of experience in health care, health insurance, sales and marketing, or directly related field OR Minimum ten (10) years of experience in health care, health insurance, sales and marketing, or a directly related field.
Additional Requirements:
- Knowledge, Skills, and Abilities (KSAs): Information Gathering; Negotiation; Business Planning; Business Process Improvement; Incident Management; Issues and Crisis Management; Health Care Compliance; Health Care Policy; Maintain Files and Records; Data Entry; Trend Analysis; Acts with Compassion; Conflict Resolution; Consulting; Interpersonal Skills; Managing Diverse Relationships; Relationship Building; Stakeholder Management; Incident Escalation; Managing Complexity; Time Management; Service Focus; Investigations Management; Adaptability; Stress Tolerance; Member Service; Patient Safety; Microsoft Office; Operational Policy; Presentation Skills; Incident & Complaint Processes
Preferred Qualifications:
- Six (6) years experience working cross-functionally across departments, functions, or business lines.
Primary Location: Colorado,Aurora,Waterpark II
Additional Locations:
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Flexible
Employee Status: Regular
Employee Group/Union Affiliation: NUE-PO-01|NUE|Non Union Employee
Job Level: Manager with Direct Reports
Department: KPIC Statewide California - HP Mgr-Operations - 0308
Pay Range: $131300 - $169840 / year
Kaiser Permanente is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills and geographic location along with a review of current employees in similar roles to ensure that pay equity is achieved and maintained across Kaiser Permanente.
Travel: Yes, 10 % of the Time
Flexible: Work location is on-site at a KP location, with the flexibility to work from home.
Worker location must align with Kaiser Permanente's Authorized States policy.
Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status. - Fairfax
- Rockville
Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
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