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Coordinator, Queue Management Virtual Care

Primary Location Hillsboro, Oregon Job Number 1030731 Date posted 05/10/2022
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Oversees and coordinates queue for virtual urgent care services across multiple markets. Enables function to meet member needs across all shifts, supporting a 24/7/365 team. Organizes resources to balance incoming phone, video, and chat volumes, out of queue work, and other key operational tasks to support virtual urgent care.

Essential Responsibilities:

  • Oversees all queue activity for on-demand virtual care services across multiple markets.

  • Acts as point of contact for on-demand virtual care queue coordination with supervisors, managers and senior leadership via phone, email, Teams and face-to-face communication.

  • Analyzes queue and chat data and summarizes patient experience for local and national Health Plan and Medical Group leadership.

  • Liaisons with Health Plan and Medical Group leaders to review data and make recommendations on staffing and workflows.

  • Facilitates daily conference calls with management and communicates staffing updates and plans to all management.

  • Coordinates with market resources to enable a seamless experience for our members.

  • Serves as air traffic control for the on-demand virtual care services, appropriately shifting patients within care channels.  

  • Partners with physicians and providers to manage different queues (Adult + Pediatrics, Multiple Markets, Phone, Video).

  • Monitors waiting room chat and queues; moves patients when physician/provider shifts end, particularly in cross-market coverage scenarios.

  • Reassigns patients as needed depending on level of need.

  • Support of chat services, as needed.

  • Coordinates with department managers and supervisors during disaster recovery. Monitors and reports staff and queue status to ensure minimal impact to member care and service levels to support business continuity efforts.

  • Performs other related duties, as directed.

Basic Qualifications:



  • Minimum one (1) year of experience in a call center environment or monitoring a control desk.



  • 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.


Preferred Qualifications:

  • One (1) year of supervisory experience preferred.

  • Bachelors degree preferred.



  • 7 hour days, variable shift times

Primary Location: Oregon,Hillsboro,Tanasbourne Regional Contact Center Scheduled Weekly Hours: 35 Shift: Day Workdays: Sun, Mon, Tue, Fri, Sat Working Hours Start: 07:00 AM Working Hours End: 07:00 PM Job Schedule: Part-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: NUE-NW-02|NUE|Non Union Employee Job Level: Individual Contributor Department: HILLSBORO REGIONAL CONTACT CTR - Urgent Care - 1008 Travel: No 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.