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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.

Customer Service Senior Team Manager - Hawaii

Location: Honolulu, HI Additional Locations:
Job Number: 871604 Date posted: 03/12/2020
Description:
Performs planning and direction setting. Manages customer service representatives and/or billing or enrollment representatives. Handles personnel issues with a team approach. Ensures that service standards are achieved. Acts as a patient advocate. Jointly responsible for the daily operations in order to develop and maintain a superior call center or membership service center. Lead the business processes. Ensure best practice customer service and/or membership administration while maximizing revenue. Responsible for the implementation of operational and technology best practices to improve compliance capabilities and efficiencies. Establishes and assures adherence to budgets, schedules, work plans and performance requirements in an effort to avoid paying out department performance guarantees of over three million dollars.

Essential Responsibilities:
  • Selects and maintains a competent, motivated and qualified staff of managers and employees, which includes coaching, counseling, disciplining, advising, training, termination and resolution of personnel issues; responsible for increasing employee satisfaction for a line of business that provides customer service and/or membership, enrollment or billing services to members of the health plan.
  • Represents the Health Plan within the local community on benefits and service matters. Collaborates with Benefits, Contracts and Government Program divisions of KP to interpret contracts language and handle member concerns. Ensures the timely inervention of member issues in order to enhance member satisfaction, member recruitment/retention.
  • Actively promotes the vision and values of the CSC Operations organization -- particularly in the areas of customer service, change management, leadership, performance levels, and results orientation.
  • Assists with the development and implementation of goals, objectives, and performance standards for a line of business.
  • Works with Operations Manager in developing a strategic plan and operational goals for the line of business.
  • Oversees and directs the work of the staff to maintain high quality of work with revenue enhancement and customer service focus by monitoring line of business performance.
  • Provides formal supervisory (interviews, hire, fire, performance management) responsibility and has accountability for a team of Customer Service Representatives or Member Service Representatives. Measures and monitors service performance quality standards to ensure customer satisfaction and to comply with regulatory agencies.
  • Performs analysis of data and reports to improve employee performance in order to maintain a superior organization. Has joint accountability with managers and operations for service level goals and performance guarantees.
  • Basic Qualifications:
    Experience
  • Minimum three (3) years supervisory or management experience in a Member Services, Healthcare or Customer Service Call Center.
  • Minimum three (3) years customer services, call center or healthcare related experience.
  • Education
  • Bachelor's degree in business administration, health care, or related field OR four (4) years of experience in a directly related field.
  • High School Diploma or General Education Development (GED) required.
  • License, Certification, Registration
  • N/A

  • Additional Requirements:
  • Must have demonstrated analytical and problem solving skills utilizing creativity and innovation.
  • Must have strong interpersonal and communication skills, as well as excellent written, verbal and presentation skills.
  • Knowledge of labor contracts and HR/Organization/Department policies and procedures.
  • Strong interpersonal and communication skills; excellent written and verbal skills.

  • Preferred Qualifications:
  • Experience in administration requiring high-level negotiations preferred.
  • Experience in preparing and conducting audits preferred.
  • Experience in a Labor / Management partnership environment strongly preferred.
  • Primary Location: Hawaii,Honolulu,Regional Admin Low Rise 711 Kapiolani Blvd. Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: 4:00 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: MSCC Hawaii 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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    January 11, 2020

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