Communications Consultant III - Health Plan Clinical Contact Center

Communications Consultant Level III - Health Plan Clinical Contact Center

The Communications Consultant III will provide Market-level Communications and Knowledge Management System (KMS) support for Health Plan Clinical Contact Center Internal Communications (HPCCC). They will support platform transitions and implementation, as well as ongoing support for assigned markets. In addition, the CC III - HPCCC will assist with market-specific initiatives and projects.

This individual contributor is primarily responsible for assisting in the development of strategic communication plans aligned with organizational strategy and assisting in the implementation of communication efforts. This position develops communications, manages projects or project components, and conducts communication activities.

• Pursues self-development and effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and customers; influencing others through technical explanations and examples; providing occasional mentoring to team members; listening and responding to, seeking, and addressing performance feedback; creating plans to capitalize on strengths and develop weaknesses; anticipating and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.
• Completes work assignments by applying up-to-date expertise in subject area to generate creative solutions; ensuring all procedures and policies are followed; leveraging an understanding of data, and resources to support projects or initiatives; collaborating cross-functionally to solve business problems; identifying and monitoring priorities, deadlines, and expectations; communicating progress and information; identifying, recommending, and implementing ways to address improvement opportunities; and escalating issues or risks as appropriate.
• Manages projects or project components by coordinating stakeholder contacts; recommending or assigning team resources based on project needs and team member strengths; consulting in the development, analysis, and management of project plans; and coordinating project schedules and resource forecasts.
• Conducts communication activities by providing support to internal and/or external stakeholders; managing and maintaining vendor relationships; communicating the KP brand to ensure positive reputation and recognition; ensuring communications align with KP standards; and ensuring communication activities and performance metrics are documented and tracked.
• Assists in the implementation of communication efforts by consulting with stakeholders on change management and implementation strategies; assessing effectiveness of communications and making modifications as necessary; monitoring key performance indicators and ongoing effectiveness of communications; and ensuring communication plans are implemented on time, on budget, and within agreed upon specifications.
• Assists in the development of strategic communication plans that are aligned with the organizational strategy by working with clients and stakeholders to identify business objectives, key performance indicators, and communication requirements; gathering data and information; obtaining input and resources to fulfill communication plan objectives; coordinating project schedules; identifying and leveraging appropriate audiences and channels; and providing support on a variety of organizational or change management initiatives.
• Develops communications by writing, editing, and producing content for KP communications programs and projects; proofreading and coordinating production of communications materials; ensuring final placement and distribution of materials; updating content on client-specific and internal/external channels; and ensuring content is consistent with the Kaiser Permanente brand and editorial guidelines in terms of tone, manner, and messaging.