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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.

Contact Center Supervisor - Tanasbourne Regional Contact Center

Location: Hillsboro, OR Job Number: 697671 Date posted: 05/09/2018
Description: Under the direction of the Contact Center Management team, develop and sustain high performance work teams that consistently achieve service standards, customer satisfaction, clinician satisfaction, and financial performance targets. The Contact Center Supervisor will manage the Patient Access Specialists and/or Communication Operators by ensuring that staff are providing excellent customer service to Kaiser Permanente members, and other departments within Kaiser, which are supported by the Contact Centers.


Essential Responsibilities:
  • Supervises the activities of the Patient Access Specialists and/or Communication Operators at the KPNW Contact Centers in the utilization of Kaiser Permanente services, patient access and the resolution of member questions. Coaches and mentors staff on an ongoing basis to ensure that individual statistics are within targets needed to meet service standards. Develop and retain competent, satisfied staff; recruit, interview, select, hire, orient, evaluate, counsel; implement corrective action plans and terminate employees when necessary. Understand, interpret and utilize statistical reporting of customer service data. Establish and assure compliance with professional standards for department personnel.
  • Establish ongoing communication channels with internal customers (MOB/Hospital administrative personnel, clinicians, managers and other KP departments) to continuously improve process and member experience. Recommend, review and administer service level agreements to internal customers for appropriate scope of work for Appointing staff. Represent and act as a champion for the Contact Center and the voice of the member in meetings and work groups. Work in combination with leadership teams to assure consistent management practices, staff training and processes.
  • Comply with monthly rounding, thank you notes, and regular performance discussions to support staff to provide service excellence in their positions.
  • Partner with the Contact Center Leadership Team to plan and achieve department goals and objectives, including system implementation, revisions to protocols, program development, and quality assurance activities which ensure a quality member experience.
  • Manages department resources with budgeted allocations. Participate in special projects and assignments as requested.


  • Basic Qualifications:
    Experience
  • Minimum two (2) years of customer service experience in a contact center, preferably in care delivery or health plan setting.
  • Minimum two (2) years of lead or supervisory experience.
    Education
  • Associate's degree required, OR two (2) years of experience in a directly related field.
  • High School Diploma or General Education Development (GED) required.
    License, Certification, Registration
  • N/A


    Additional Requirements:
  • Ability to perform multiple duties in a heavy workload environment that operates on an urgent, and at times ambiguous, must respond basis.
  • Strong experience in a position with problem resolution responsibility.
  • Demonstrable time-management skills in a setting with competing priorities.
  • Demonstrable PC skills (software and hardware).
  • Excellent verbal and written communication skills.
  • Demonstrable knowledge of supervisory principles and coaching skills.
  • Basic knowledge of budget management.
  • Ability to work independently, organize and prioritize workload Note: If interviewed, will be required to provide documentation demonstrating acceptable attendance in prior position.
    If this is a Bilingual required position the following applies:
  • Final candidate must pass pre-employment language skill assessment administered over the phone by Kaiser Permanente.
  • Upon hire, must take the next available Kaiser Permanente Qualified Bilingual Staff (QBS) training for continued employment.


    Preferred Qualifications:
  • Minimum one (1) year of experience of successfully achieving performance and financial goals while working in a dynamic work environment with changing priorities.
  • Minimum one (1) year of experience managing 10 or more direct reports.
  • Minimum three (3) years of call center experience.
  • Working knowledge of Health Connect, CM, Diamond, Rounding Manager and other preferred systems.
  • Working knowledge of telecommunications systems such as skill set (queue) management systems, IVR's and ACD's.
  • Working knowledge of Kaiser Permanente policies and procedures, project planning and management.
  • Working knowledge of medical terminology, marketing, and telecommunications systems.

  • Bachelor's degree in health care, human resources, business administration or related fields OR four (4) years of experience in a directly related field.

    Primary Location: Oregon,Hillsboro,Tanasbourne Regional Contact Center 3175 NE Alocle Scheduled Weekly Hours: 40 Shift: Variable Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: Varies Working Hours End: Varies Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Team Leader/Supervisor Job Category: Customer Services Department: Tanasbourne Regional 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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