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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.

Coordinator Call Center Control Desk - Part Time - Fair Oaks

Location: Fairfax, VA Job Number: 707381 Date posted: 06/11/2018
Description: 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 licenser requirements (if applicable), and Kaiser Permanente's policies and procedures. In addition, Regional leaders are accountable for communication, implementation, enforcement, monitoring and oversight of compliance policies and practices in their departments.

Essential Responsibilities:
  • Acts as point of contact for control desk coordination with supervisors, managers and senior leadership via phone, email, Skype and face-to-face communication.
  • Responsible for monitoring and managing multiple department call queues, service levels and staff phone activity. Identifies when departmental support is needed and coordinates cross trained staff to be moved, as necessary.
  • Provides prompt and accurate response to contacts made to control desk, recognizes trends and recommends intraday interventions to ensure operational performance meets standards.
  • Prepares and distributes frequent reports and analyses of data to department management, labor partners and senior leadership.
  • Manages resources to complete off-phone work based on work volume and needs.
    Maintains control desk log and verifies information to ensure accuracy or obtains missing data, by telephone or email.
  • Coordinates with department managers and supervisors during disaster recovery and evacuations. Monitors and reports staff and queue status to ensure minimal impact to member care and service levels during a relocation or evacuation. Documents regional evacuation report.
  • Performs other related duties as directed.

  • Shift will post as: Week 1) Sunday 9:00 am - 5:30 pm, Monday and Tuesday 11:30 am - 8:00 pm and Week 2) Monday, Tuesday 11:30 am - 8:00 pm, Saturday 9:00 am - 5:30 pm.

    Basic Qualifications:

  • N/A
  • High School Diploma or General Education Development (GED) required.

    License, Certification, Registration
  • N/A

    Additional Requirements:
  • Proficiency in the use of applicable computer software required.
  • Basic computer skills required.
  • Ability to handle the confidential information required.
  • Effective communications skills required.
  • Ability to multi-task between communications and monitoring applications required.
  • Knowledge of office procedures including computer database maintenance/applications, spreadsheets and record systems, business organizational skills required.
  • Ability to type 35 wpm with 90% accuracy required.

    Preferred Qualifications:
  • One year of experience in a call center environment or monitoring a control desk.

    Primary Location: Virginia,Fairfax,Fair Oaks I 12255 Fair Lakes Pkwy. Scheduled Weekly Hours: 24 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: Varies Working Hours End: Varies Job Schedule: Part-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Individual Contributor 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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