Skip to Main Content

Kaiser Permanente Careers

Quality Assurance, UR & Case Management

Passion + Vision + Integrity = Excellence

Ensure consistency and the highest ethical standards across our entire organization. Our quality assurance team drives ongoing improvement by fostering an environment of support, providing technical and specialized consultative services, and inspiring ongoing excellence.

Director Care Experience and Service Quality

Location: Oakland, CA Additional Locations:
Job Number: 866722 Date posted: 02/12/2020
These positions manage others, and provide project and/or program management services to meet the goals and objectives of National Service Quality. Accountable for all phases of Service Quality programs including design, planning, prioritization, staffing, communication, coordination, oversight, implementation, monitoring, reporting, and evaluation. Assesses needs; develops action plans; facilitates responses for service improvement as appropriate. Develops, coordinates and delivers education, training, and communication programs. Demonstrates in depth practice, knowledge, and skills essential to project and program management. Functions as expert authority within Program Office departments and within Regions. The scope of work projects is broad and comprehensive and includes service quality topics performed and reported to audiences such as national leadership, regional leadership, inter-regional leadership groups, regional and facility representatives and labor management partners. Shares in accountability for service quality outcomes for all Regions and the enterprise. Directly oversees and supervises other professional staff.

Essential Functions:
- Supports Director/Vice President in the management of Service Quality and performs designated duties in her/his absence.
- Develops and carries out the strategic direction and plan for Service Quality.
- Leads/oversees highly visible and complex projects to improve performance related to Service Improvement.
- Interfaces with Regional Leadership to produce timely and valuable results.
- Evaluates and makes recommendations for systematic processes to resolve service quality gaps within and across Regions.
- Collaborates with leaders throughout the organization to provide guidance and support in pursuit of the achievement of organizational goals related to patient centered care that includes excellence in service quality.
- Develops and manages KP program wide expert panels to help identify improvement opportunities and corresponding actions in service.
- Serves as a functional expert for Service Quality.
- Leads and oversees performance improvement projects that are interdisciplinary in nature and involve multiple departments and regions.
- Directs and leads a broad array of qualitative and quantitative data, analyzing that data, interpreting the analysis and developing action plans accordingly.
- Uses information and recommendations from various efforts to target specific performance improvement areas.
- Using experts throughout the KP organization investigates and disseminates best practices in performance.
- Produces or oversees development of written educational materials for service/patient centered care.
- Makes formal presentations to senior level audiences.
- Represents KP at conferences and with professional organizations.
Basic Qualifications:
- Minimum three (3) years of management experience.
- Minimum eight (8) years of related experience.
- Bachelor's degree required.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- N/A
Additional Requirements:
- Requires advanced knowledge of own area of functional responsibility and working knowledge of multiple related functions.
- Advanced knowledge and broad expertise of policies, practices, and systems.
- Must be able to work in a Labor/Management Partnership environment.
Preferred Qualifications:
- Master's degree highly preferred, OR six (6) years of experience in a directly related field.
- Must have 6-8 years experience with Care Experience assessment, monitoring and improvement preferred.  
- Deep knowledge and experience in patient experience surveys and techniques for improvement in a complex environment preferred.  
- Successful management of personnel experience preferred. 
- Graduate level degree and subject matter certification preferred.

Primary Location: California,Oakland,Ordway One Kaiser Plaza Scheduled Weekly Hours: 40 Shift: Day 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: Director/Senior Director Job Category: QA / UR / Case Management Department: Patient Safety, Risk and Experience Travel: Yes, 15 % 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 QA, Ur & Case Management Careers

Careers In QA, Ur & Case Management

As an organization, we are committed to delivering the same exemplary care no matter who you are, where you are, or what your needs. But how are those standards defined, measured, and assessed? That's where our quality assurance team comes in. Implementing the action plans and initiatives that will drive successful practices, you'll work across the organization to foster the necessary education, communication, and innovation that will enable us to operate as one KP — with our mission and goals in complete alignment.

Glassdoor Logo

See What People are Saying About Working at KP

January 11, 2020

"Business consultant"

Glassdoor Ratings

Current Employee - Anonymous Employee

  • Recommends
  • Positive Outlook
  • Approves of CEO

I have been working at Kaiser Permanente full-time for more than a year


Interesting and challenging projects, excellent benefits, awesome co-workers, and ability to work from homeFull Review

More Kaiser Permanente Ratings & Reviews (7,174)

to Our

Kaiser Permanente has been named one of the 2019 Best Places to Work. Check out what our employees like best about working at KP!

glassdoor 2019 Best Places to Work - Employees' Choice

Our Events

Come introduce yourself to a member of the Kaiser Permanente team at an upcoming career or professional event. We look forward to meeting you in person.

Recently Viewed Jobs

You do not have any recently viewed jobs.

Join Kaiser Permanente's Talent Network

Please fill out the fields below and click "Join Now" to receive information about opportunities that relate to your selections.

Interested InSearch for a category and select one from the list of suggestions. Search for a location and select one from the list of suggestions. Finally, click “Add” to create your job alert.

Interested in internships or early career opportunities? Click here to join our University Talent Network. Are you a Veteran? Click here to join our Military Talent Network.