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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.

Director, Care Delivery Integration (Telehealth)

Location: Fairfax, VA Additional Locations:
Job Number: 834040 Date posted: 10/08/2019
Provides oversight, leadership, coordination, and management, in partnership with senior leadership, for transforming the Clinical Contact Center to identify and oversee implementation of opportunities for collaboration and integration in support of care delivery across the continuum.  Builds partnering relationships with key organizations within KP to maximize the opportunity for sharing information, best practices and meeting system standards, including hospital/medical group/health plan/labor; KPIT, Finance, Membership Services, etc. Acts as strategic planner and leader. Works on problems of complex and diverse scope where data gathering/analysis requires in-depth evaluation of various factors. Projects assigned are broad in scope and may involve multiple functional areas and/or span across service areas. Will have day to day operational responsibility for a team of direct reports as assigned by the Executive Director. Position will exercise judgment within broadly defined policies in developing methods and techniques for obtaining results.

Essential Responsibilities:
Operational System Transformation:
  • Operations Design: Demonstrate operational systems design and integration skills with little to no oversight to achieve sustained results and proven outcomes (design scoping, planning, approach design, stakeholder engagement, collaboration, interest-based problem solving, time management, project control, task development.)
  • Planning and Execution: Plan system design for optimal results, quality and speed. Transfer knowledge and skills to operations and project teams and client personnel. Establish processes and create effective system designing tools. Operational systems execution (results, outcomes, decision making, strategic thinking, promoting and supporting change.) Integrate and design projects across the department. Proactively identify key organizational issues and shape overall strategic direction of department to address, ensure that risk is within reasonable parameters.
  • Strategy articulation: proficient in identifying and translate strategy into an operating plan with measurable outcomes.
  • Consulting and Program Management Skills and Roles:
  • Create integrated systems across the care continuum and share that vision with various business and operational partners. Achieve a balance between industry best practices and Kaiser Permanente business needs to design systems that support the business. Leverage understanding of Business Process Improvement (technical skills, knowledge of various techniques, methodologies, application of change management skills, quantifiable results) to execute on vision.  Assess opportunities for how the Clinical Contact Center may support other initiatives or business processes.
  • Provide system management to drive to measurable, significant results. Produce current/future state analysis, flow charts, research tress, and data analysis while leveraging process improvement methodologies. Define, organize, and direct analysis for undefined, complex, and politically sensitive projects. Reviews and validates conclusions and recommendations of analysis.
  • Proactively acts as though partner to departmental team members. Appropriately challenges team with data driven findings and conclusions. Leverage advanced understanding in systems thinking in identifying and implementing solutions. Demonstrate and use innovation/creativity (identify opportunities, dynamic thinking, problem solving.) Identify opportunities for clients to promote innovation and facilitate meeting strategic goals. Identify creative solutions for problems in existing projects. Stay on top of industry changes that could be reincorporated into projects. Create project structures that encourage creativity. Provide oversight projects or manages large scale project with change component. Define change, assess climate, identify approach, generate sponsorship, ensure readiness, and develop communication plans.
  • Proactively communicates with leadership on transformation status, risks/implications, mitigation plans and activities. Escalates issues requiring leadership involvement and decision-making and follows through to get closure. Proactively communicates and negotiates with leadership on priorities, goals, targets in pursuit of initiative plan fulfillment. Provides leadership to project teams and assigned resources in managing all aspects of services that may impact or be impacted by the project. Provides high quality, cost effective management, analytic and technical expertise for a broad array of issues. Integrates disparate data to achieve project goals. Provides systems integration recommendations to multi-disciplinary teams by facilitation and influence and may work with outside consultants. Motivates team members, plans and facilitates transition meetings with Team and with other assigned areas of responsibility.
  • Team/People Skills:
  • Responsible for the recruitment, hiring, and management of team members.  Responsible for assessing the training and development needs of staff. Primary responsibility for hiring/firing, coaching, performance evaluation.
  • Teamwork/knowledge acquisition/culture of learning (relationship building, interpersonal skills, personal growth, career planning.) Seeks to understand cultural norms/communication styles of team members and leverages diverse styles. Effectively adapts leadership style to meet the needs of a particular situation. Resolves conflicts by developing persuasive solutions. Knowledge sharing/department participation. Demonstrates an understanding of the industry and organizational environment and its impact on department objectives. Organizes key project deliverables, lessons learned, and best practices in the team standards. Consistently shares top learning from training courses/conferences without being promoted. Assist with leadership of team in key designated areas. Client/stakeholder relations (client management, client facilitation, client satisfaction, communication, relationships building.) Oversees project work to ensure alignment with client and organizational needs. Develops and proactively maintains contact with key clients, stakeholders and customers to facilitate departmental and project success.
  • Promote a culture of continuous learning, growth, engagement, service, and accountability.
  • Basic Qualifications:
  • Minimum seven (7) years of project and program management experience
  • Minimum seven (7) years of leadership/supervisory experience, including coaching and skill development of team members
  • Minimum seven (7) years of change management experience
  • Education
  • Master's degree in business administration, economics, health care administration, public health administration, or related fileld OR a Bachelor's degree AND two (2) years of directly related experience.
  • License, Certification, Registration
  • N/A

  • Additional Requirements:
  • Minimum five (5) years of progressive experience in operational management roles in a health plan or multifaceted health care system and multi-provider setting.
  • Experience in a Labor/Management Partnership environment.
  • Significant understanding of Kaiser Permanente, its operations, culture and organizational structure on both a national and regional level.
  • Demonstrated expertise in project management, verbal/written communication, presentation, consulting and collaborative working skills.
  • Experience working with technical systems to support operational needs and to collaborate between various lines of business for an optimal solution.
  • Proficient in team building, conflict resolution, group interaction and project management. Applied knowledge of clinical quality, service, resource stewardship, patient safety and risk management outcomes and process measures related to the delivery of inpatient, ambulatory care and the related insurance coverage business.

  • Preferred Qualifications:
  • Strong interpersonal and communication skills (1:1, peer, multi-disciplinary group, presentations, written).
  • Excellent customer service skills.
  • Demonstrated ability to perform analyses to help clients address strategic issues and achieve performance targets.
  • Demonstrated ability to conduct, interpret and present quantitative/qualitative analysis.
  • Demonstrated ability to determine the key business issues and develop appropriate action plans from multi-disciplinary perspectives.
  • Demonstrated ability to determine the key business issues and develop appropriate action plans for multidisciplinary perspectives.
  • Proven customer focused orientation through high service performance scores.
  • Demonstrated ability to bring multiple operational areas together to create a systematic design to enhance the patient care experience.
  • Demonstrated ability to think strategically in structuring work results and affecting change.
  • Excellent leadership, facilitation and consulting skills.
  • Demonstrated ability to influence change to achieve measurable results.
  • Able to facilitate committees, teams and planning events, helping groups work through significant conflicts and politically-charged situations.
  • Demonstrated ability to manage against multiple competing priorities of operational management customers and business process.
  • Facilitate teams or groups of key stakeholders from all levels and segments of the organization, build teams, and resolve conflict.
  • Demonstrated ability to solve complex problems.
  • Demonstrated ability to influence strategic change in an organization.
  • Demonstrated ability to be assertive, objective and be able to confront clients with difficult issues.
  • Demonstrated ability to develop and execute fact-based, data-driven methodologies to help clients address strategic issues.
  • Mastery of Leadership Success Factors including Change Leadership, Results Orientation, Decisiveness, Confidence/Initiative, Partnership, Strategic/Systems Thinking, Service Orientation, Communication, Influence and Reward/Recognition.
  • 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: 8:30 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: Director/Senior Director 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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