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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.

Operations Manager - ID Card Shared Services - San Diego

Location: San Diego, CA Additional Locations:
Job Number: 875235 Date posted: 03/20/2020
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 Functions:
- Actively promotes the vision and values of the CSC or MSCC Operations organization -- particularly in the areas of customer service, change management, leadership, performance levels, and results orientation. Ensures efficiency of processes and successful implementation of operational strategies.
- Budget repsonsibility includes participating in the development of the statewide budget, and for the forecasting and managing of payroll and non-payroll monthly and annual. Accountablity also includes day-to- day decision making that wil have a direct impact on the budget.
- Develops, modifies and executes company policies.
- Selects and maintains a competent, motivated and qualified staff of managers and employees, which includes interviewing, hiring, coaching, counseling, disciplining, advising, training, termination and resolution of personnel issues;responsible for increasing employee satisfaction. Coaches and develops team managers and operational staff.
- Develops and implements department goals, objectives, and performance standards.
- Works with Sr. Operations Manager in developing a strategic plan and operational goals for the department.
- 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.
- Implements policy changes that will increase member satisfaction and improve performance.
- Participates on work teams internally and externally in an effort to successfully implement strategic operational and department goals. Work teams include working w/ senior leaders.
- Ensures that all operational units are functioning effectively with inter-departmental teams to ensure all performance goals are met. Primarily responsible for the vision and the culture of the support and implementation of Labor Management partnership initiatives.

Basic Qualifications:
- Minimum five (5) years of supervisory or management experience in a Member Services, Health care or Customer Service Call Center or financial fields.
- Minimum five (5) years of membership management experience or other related experience.
- 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:
- Experience in managing large groups of employees in a collaborative work team environment required.
- In addition to the above required experience, working knowledge of another functional area is required.
- Strong interpersonal and communication skills; excellent written, verbal and presentation skills.Must have knowledge of workforce management and forecasting as it relates to meeting budget constraints.
- Experience using mainframe and/or personal computer data base, word processing and statistical analysis software packages preferred. Use of workforce management systems, knowledge of forecasting.
- Project management capabilities.
- Strong interpersonal and communication skills; excellent written and verbal skills.

Preferred Qualifications:
- Minimum two (2) years of experience as a KP Senior Team Manager highly preferred.


  • Will manage a team of 4 Data Management Analysts
    and 1 Project Manager.  
  • Will provide
    support and direction on customer service inquiries and project implementation.

Primary Location: California,San Diego,California Service Center - Rio S.D. 8954 Rio San Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: 5:00 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: Membership Admin Systems - ID Card Shared Svcs 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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