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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.

Call Center Reporting and Analytics Manager - Fair Oaks Medical Center

Location: Fairfax, VA Job Number: 708967 Date posted: 06/14/2018
Description: Responsible for Clinical Call Center reporting and analytics, employee performance and call center metrics reporting with the goal of providing our customers with high quality and consistent call center service delivery. Drives the overall performance of resources and technologies that ensure the timely and accurate delivery of reports. Ensures optimal operational performance and efficiency through management and oversight of reporting and analytics. Manages staff that support reporting, forecasting, and analytics.

Essential Responsibilities:
  • Manages and develops direct reporting staff that will be responsible for Clinical Call Center reporting to include, but not limited to, strategic planning, financial reporting, performance monitoring, long term forecasting, NCQA reporting.
  • Develops and implements performance management strategy and plans, including resources, systems, timescales, financials, to support, contribute to, and integrate within the organization's annual business plan and long term strategy.
  • Develops and maintains systems and processes to measure performance against established standards.
  • Provides a high level of technical expertise in systems relating to the Clinical Call Center. Represents department on interdepartmental project teams.
  • Is responsible for data and reporting from data systems to support operations management with accurate, timely information and assists in the assessment and measurement of performance against objectives.
  • Develops and maintains strong business relationships with internal business partners, including all levels of management, senior leaders, service chiefs, and other data users. Performs the role of data advocate on behalf of the business areas, as well as answering data related questions for all reports related to the Clinical Call Center.
  • Ensures completion of data reporting, analysis, and summaries for the clinical call center for submission to NCQA, and other regulatory agencies.
  • Performs analysis for problem solving and new methodologies by extracting data using tools such as Tableau, MS Access, and SQL and compiling data from KPHC Clarity, telephony, and workforce management data systems.
  • Works closely with the business areas to define requirements of the data to support operations efficiency and business case development, and implementation of initiatives.
  • Identifies relevant short- and long- term trends and to the attention of management to ensure that performance standards are met.
  • Inputs data and produce simulation reports needed for forecasting call volume and scheduling staff as well as for long term capital, operational budget, and staff planning for clinical call center.
  • Leads meetings with business users to identify performance metrics and data requirements.

  • Basic Qualifications:
  • Minimum five (5) years of experience in an analytical position like Telecommunications, Information Systems or other relevant area required.
  • Minimum three (3) years of management experience in statistical analysis, finance, call center or business administration.
  • Bachelor's degree in business-related field OR four (4) years of directly related experience required.
  • High School Diploma or General Education Development (GED) required.
    License, Certification, Registration
  • N/A

    Additional Requirements:
  • Proven experience managing staff with high degree of technical reporting skills; the ability to set individual goals, coach staff, and identify development opportunities.
  • Excellent presentation skills with strong ability to present both qualitative and quantitative information in a clear, concise and persuasive manner to all levels of the organization
  • Strong systems and business processes experience.
  • Project management skills, result oriented and demonstrated project ownership.
  • Strong analytical, organizational, and communication skills.
  • Must be able to work in a Labor/Management Partnership environment.
  • Working knowledge of the design, construction and use of large and complex databases.
  • Ability to explain highly technical data to less technical stakeholders
  • Demonstrated management engineering approach to work flows and processes required

    Preferred Qualifications:

  • Three (3) years of experience with a healthcare insurance and/or healthcare delivery organization preferred.
  • Working knowledge of KPHC data systems preferred.

    Primary Location: Virginia,Fairfax,Fair Oaks I 12255 Fair Lakes Pkwy. 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: Manager with Direct Reports Job Category: Customer Services Department: Clinical Contact Center 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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