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Consulting Services & Project/Program Management (Non-IT)

Driving Care Initiatives

From designing and leading complex programs to analyzing and translating business capabilities into powerful solutions, your expertise helps shape the future of health care.

Telephony Lead, Contact Center Telephony Systems-Admin and Support

Location: Corona, CA Additional Locations:

Lowry Administration 7901 E. Lowry Blvd. Ste 150, 7901 E. Lowry Blvd. Ste 150 & 400, Denver,Colorado, 80230
Maple Lawn Call Center 11860 W. Market Pl., 11860 W. Market Pl., Fulton,Maryland, 20759
Georgia MSAA, 3200 Breckenridge Blvd., Duluth,Georgia, 30096
Job Number: 737692 Date posted: 10/09/2018
Business Consulting: Includes analysis/evaluation of business and/or system process and functional requirements, development of business cases, client support during system development and implementation, development and maintenance of service level agreements. Develops relationships with upstream and downstream business partners. Develops/maintains and changes business processes, and understands the business processes of assigned partners and how they relate to our functional areas. Develops and recommends changes to business processes.

Essential Responsibilities:
  • Broad application of principles, theories, and concepts in applicable discipline, plus working knowledge of other related fields.
  • Uses professional concepts in accordance with company objectives to solve complex problems in creative and effective ways.
  • This job is the fully-qualified, career-oriented, journey-level position.
  • Demonstrates functional area business processes and assigned and thoroughly understands cross-functional areas.
  • Directs the analysis of enterprise-wide or very complex client needs in project areas such as new/existing business operating models, innovative approaches to solutions support, market research of emerging or available product functionality and operational readiness assessment.
  • Directs the development of comprehensive and strategic business cases with cost/benefit dimensions of proposed projects that are used at management and executive levels for funding and scope decisions.
  • Accountable for tracking and/or monitor and report for senior mgmt the results of actualization of benefits.
  • Directs/conducts the analysis of current business processes and functional requirements.
  • Prepares appropriate documentation to communicate and validate the information.
  • May develop project plans.
  • Identifies and coordinates within other project managers and implements schedule deadlines as appropriate.
  • Manages common resource demands.
  • Provides on-going project management and status reporting at all levels.
  • Provides advice and input into the project plan.
  • Basic Qualifications:
  • Minimum ten (10) years of experience, to include a minimum three (3) years in a consulting role.
  • Minimum five (5) years of experience in a relevant environment such as a healthcare environment.
  • Education
  • Bachelor's degree in business/health care administration or related discipline OR four (4) years additional relevant experience.
  • High School Diploma or General Education Development (GED) required.
  • License, Certification, Registration
  • N/A

  • Additional Requirements:
  • Influences multiple cross-functional and/or multiple cross divisional task forces to identify and document functional requirements, workflow, information sources and system/process specifications.
  • May establish cross-functional task forces.
  • Thorough knowledge of platforms of the assigned functional areas and multiple cross functionally based on assignment.
  • Must be able to work in a Labor/Management Partnership environment.

  • Preferred Qualifications:

    Ability to Explore new telephony capabilities to determine
    feasibility and benefit of bringing to the call center.

    Business Case Development including building ROI.

    Design, improve and enhance caller experience via telephony systems via
    exploration of innovative technology components. 

    Work with analytics to identify areas of improvement and present via data
    driven design.

    Insure IVR and Routing design adheres to industry best practice Branding

    Lead development and execution of strategy, future telephony functionality,
    enhancements and capacity management to meet the evolving needs of the business
    with collaboration Contact Center Operational leaders and IT.

    Participate in governance and change control/management activities.

    Coordinate with testing, technical, business, reporting, and vendor teams to
    review and approve business and technical requirements planning and design

    Drive IVR self-service utilization improvements.

    Collaborate with business intelligence team to validate and investigate data
    for reporting and analytics.

    Manage queue treatment change requests.

    A minimum of 4 years of experience in contact center telephony technology
    domain (e.g., ACD, Skills Based Routing, IVR, QA, reporting and analytics,
    etc.), operations experience.

    Bilingual a plus.

    Experience leading small to large projects.

    Ability to work effectively within matrixed organizations and develop strong
    partnerships with both IT and business partners.

    Ability to navigate through large and complex organizations,

    Strong customer service skills.

    Extensive understanding of SDLC, Agile, change management, application
    development, infrastructure and industry best practices.

    Ability to analyze, document, and present to senior IT and business leaders.

    Critical, strategic thinking, meeting facilitation, outstanding verbal and
    written communications, and interpersonal interaction skills are required.

    Healthcare business acumen.

    Self-starter requiring minimal supervision

    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: Individual Contributor Job Category: Consulting Services / Project/Program Management (Non IT) Department: PO KFHP Po/Ho Corp MSCC National Team 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 Consulting Services & Project/program Management (non-it) Careers

    Consulting Services & Project/program Management (non-it) Careers

    These careers consist of Program and Project Managers, Business Consultants, Business Analysts, and Data Analysts who all work together to effect positive organizational change from the inside out.

    Join our talented team and make a difference through performing business analysis, developing business cases, providing client support during system development and implementation, managing projects, or by leading complex programs with multiple work streams.

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