Supervisor, Contact Center, Call Center Pharmacy
Primary Location Downey, California
Worker Location Onsite
Job Number 1353964 Date posted 05/01/2025
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Description:
In addition to the responsibilities listed above, this position is responsible for coaching staff to adequately address service complaints; monitoring call metrics to improve quality service standards to meet members and internal customers expectations; assisting in the development and implementation of pharmacy strategic initiatives; ?working with Human Resources in handling employee grievances; preparing work schedules, day-to-day staffing, and workflows; approving payroll; ?ensuring adequate staff coverage of daily call center operations, operating within the departments assigned budget; monitoring financial parameters; implementing systems to enhance quality, improve service, and enhance cost-effectiveness; evaluating quality management programs; handling the escalation and reporting of member grievances; monitoring error reporting and medication dispensing; and providing resolution of service complaints by health plan members and other Kaiser health care professionals.
Job Summary:
In addition to the responsibilities listed above, this position is responsible for coaching staff to adequately address service complaints; monitoring call metrics to improve quality service standards to meet members and internal customers expectations; assisting in the development and implementation of pharmacy strategic initiatives; ?working with Human Resources in handling employee grievances; preparing work schedules, day-to-day staffing, and workflows; approving payroll; ?ensuring adequate staff coverage of daily call center operations, operating within the departments assigned budget; monitoring financial parameters; implementing systems to enhance quality, improve service, and enhance cost-effectiveness; evaluating quality management programs; handling the escalation and reporting of member grievances; monitoring error reporting and medication dispensing; and providing resolution of service complaints by health plan members and other Kaiser health care professionals.
Essential Responsibilities:
- Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.
- Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed. Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.
- Supports contact center services by: ensuring team members have the information and resources needed to consistently support customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources, answering questions, making appointments, or directing them to the appropriate party or resource with a high level of service quality; and overseeing the tracking and resolution of a wide range of complex issues reported by customers across segments (e.g., internal stakeholders, members, patients, providers, doctors) within a team.
- Enables contact center operations by: utilizing knowledge of labor environment regulations and requirements, labor contracts, and reviewing performance and operations metrics to make recommendations for improvements and implementing updates to guidelines and policies within a team; and coordinating and guiding improvement efforts to process efficiency or technology usage.
- Contributes to the development of contact center operational insights by: reviewing and providing recommendations on analyses of contact center operational data, within a team; sharing updates with team to ensure implementation of processes to improve contact center operational efficiency; and reviewing team members insights from operational reports and other analytical outputs within a work team to ensure accurate information is presented to leadership as well as awareness of budgetary impacts (e.g., payroll, overtime, hiring).
- Contributes to contact center service quality and effectiveness by: reviewing and providing recommendations on analyses of quality data and using data to improve quality and ensure accurate information is presented to leadership; and providing remediation feedback response to quality concerns and communicating recommendations for mitigation to leadership.
Minimum Qualifications:
- Minimum two (2) years of experience in a leadership role with or without direct reports.
- Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum five (5) years of customer service or a directly related field OR Minimum six (6) years of experience in customer service or a directly related field.
Additional Requirements:
- Knowledge, Skills, and Abilities (KSAs): Reporting Tools; Trend Analysis; Acts with Compassion; Relationship Building; Mentoring and Coaching; Calendar Management; Time Management; Quality Assurance Process; Service Focus; Computer Literacy; Member Service; Microsoft Office; Reputational Management; Prioritization; Incident Escalation; Work Process Design
Preferred Qualifications:
- One (1) year of prior health care experience (e.g., Pharmacy).
Primary Location: California,Downey,Downey Boeing - Independence Park
Scheduled Weekly Hours: 40
Shift: Variable
Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun
Working Hours Start: 12:01 AM
Working Hours End: 11:59 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: NUE-SCAL-01|NUE|Non Union Employee
Job Level: Team Leader/Supervisor
Specialty: Contact Center
Department: Downey Service Center - Central Fill Call Center - 0801
Pay Range: $77000 - $99550 / year
Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.
Travel: No
On-site: Work location is on-site (KP designated office, medical office building or hospital).
Worker location must align with Kaiser Permanente's Authorized States policy.
At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
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.
For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
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 applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (where applicable), and Kaiser Permanente's policies and procedures.
Models and reinforces ethical behavior in self and others in accordance with the Principles of Responsibility, adheres to organizational policies and guidelines; supports compliance initiatives; maintains confidences; admits mistakes; conducts business with honesty, shows consistency in words and actions; follows through on commitments.
Job duties with at least occasional or possible access to: (1) patients, the general public, or other employees; (2) confidential protected health information and other confidential KP information (including employee, proprietary, financial or trade secret information); (3) KP property and assets, for example, electronic assets, medical instruments, or devices; (4) controlled substances regulated by federal law or potentially subject to diversion.
Submit Interest
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.
For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
