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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.

Regional Line of Business Department Lead

Location: San Diego, CA Additional Locations:

1800 Harrison 1800 Harrison, 1800 Harrison, Oakland,California, 94612
Kaiser Permanente Building 500 NE Multnomah St., 500 NE Multnomah St., Portland,Oregon, 97232
Marketing Sales Service and Admin 3100 Thornton, 3100 Thornton Ave., Burbank,California, 91504
Regional Office - 10 Piedmont 10 Piedmont Center, 10 Piedmont Center 3495 Piedmont Rd. NE, Atlanta,Georgia, 30305
Rockville Regional Offices 2101 E. Jefferson St., 2101 E. Jefferson St., Rockville,Maryland, 20852
Meridian - Englewood MSSA 9800 S. Meridian Blvd., 9800 S. Meridian Blvd., Englewood,Colorado, 80112
Job Number: 796134 Date posted: 05/21/2019
Description:

As KP MembershipConnect is a single platform, ensuring alignment and buy in with Kaiser Permanente's eight regions and lines of business leaders and stakeholders is required.  The Regional Deployment Lead (RDL) is responsible for the successful deployment of the new membership platform specific to the Line Of Business go live that they are assigned to.  They will engage with the resources and regions specific to that Line Of Business to support the overall deployment of the national solution.



Essential Responsibilities:


  • The RDL, serving as the execution arm of the membership system program, will build and maintain relationships with the regional and/or LOB stakeholders.  The membership platform replacement will impact numerous business functions within the regions and the RDL will need to engage with a broad cross section of the organization to identify, manage, and resolve issues that arise due to the membership system deployment, ensure that the assigned region or LOB is on track to realize the program value, and act as a strategic partner with the stakeholders to help them navigate the changes to their regional/LOB operations.   The RDL will also coordinate work with operations teams and other related programs within their area of accountability to reach the programs objectives and support the deployment of the new membership platform.

  • The RDL will also chair the program governance committee for their assigned area, with responsibility for creating the agendas, tracking and managing the action items that come from the meetings, and ensuring that the needs of their stakeholders are being met through partnership with the PMO, delivery, IT, and business design teams.

  • The RDL will report to the Regional LOB Deployment Leader of HPPSA Program Management and Support Services, work closely with the KPMC RTL's across all the regions.

  • A deep understanding of Health Plan operations and market knowledge of Kaiser Permanente's Lines of business will be crucial to the RDL's success.  The scope of the MembershipConnect program will include business process, technology design, and organizational transformation components.  Therefore, knowledge of the IT development lifecycle, health plan operations, and process design best practices are a requirement for this role.

  • This position will be deployed to the KP MembershipConnect program for 4-5 years, working closely with the MembershipConnect RTL, with administrative reporting to HPMSS.

  • Responsible for KPMC deployment in a specific region or for a line of business, serving as point of contact.

  • Gains and in depth knowledge and understanding of the cutover and migration work necessary to have all the necessary data ready for their specific LOB go live.

  • Acts as a strategic partner with the key stakeholders to help them navigate the changes to their operations.

  • Leads program regional/line of business governance meetings.

  • Develops necessary project plans and tracks status of KPMC program work activities executed in the region.

  • Identifies and manages regionally or LOB specific issues and risks and escalates as necessary to program leadership.

  • Provides regional program status and reports issues/risks/escalations (leveraging PMO) to the Realization Team Leader and LOB Deployment Lead.

  • Establishes working relationships with the PMO and delivery staff to ensure that your stakeholders issues are being met.

  • Works with Business Design to ensure that business requirements important to your stakeholders are being included in the program scope.

  • Partners with the operational teams to ensure that appropriate SMEs are available for all phases of the delivery.

  • Collaborates closely with regional functions/departments and national functions/departments that will be impacted by the deployment of KPMC to provide necessary resources to support deployment and cutover activities.

  • Participates in operational readiness activities to support business functions within your area of focus, and ensure your stakeholders provide appropriate engagement.

  • For KPMAS and KPWA, ensure alignment between regional program activities and MABA operations in support of regional membership administration transition to Shared Services.

  • Possesses excellent communication skills and an ability to build trust with key partners.

  • Has the ability to analyze stakeholders and develop and execute action plans for managing tough relationships.

  • Possesses the ability to manage multiple sets of stakeholders, requiring keen prioritization skills, focus on delivering on commitments, and an ability to change gears/topics quickly.

  • Works with the program teams to orchestrate contacts between the program and regional/LOB staff in a way minimizes the impacts on their day to day operations, yet enables the program to move forward in a timely manner.

  • Communicates effectively at all levels of the organization and comfortable managing conversations with senior executives.

  • Exhibits a keen awareness of interpersonal dynamics and builds extremely effective working relationships.

  • Driven to solve problems even when it seems impossible to do so, with an ability to rally others to the cause to get things done.

  • Helps ensure that the business value goals of the program are met and demonstrable in the assigned area of accountability, region or line of business.

Basic Qualifications:

Experience

  • Minimum of six (6) years of experience in consulting, healthcare, or sales, with proven track record in program delivery, communication and stakeholder management transformation.

  • Education

  • Bachelor's degree in Business Administration, Finance, Computer Science, or Information Systems, 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:

  • Healthcare industry experience required.

  • Demonstrated capabilities related to planning, execution, content development for governance committees and/or other stakeholder engagement forums.

  • Proven ability to get it done, without leaving carnage.



  • Preferred Qualifications:

  • Experience in a professional services/consulting firm, sales, communications, or program management preferred.

  • Health plan operations experience preferred in multiple areas such as sales, underwriting, eligibility or benefits enrollment.

  • Experience managing stakeholders in large programs or work tracks within the Kaiser Permanente organization preferred.

  • Familiarity with the KP org structure and governance systems preferred.

  • Experience deploying programs that include complex technology solutions and organizational preferred.

  • Minimum seven (7) years of experience in consulting, healthcare, or sales, with proven track record in program delivery, communication and stakeholder management transformation preferred.


  • Master's degree in Business Administration, Public Health, or Information Technology preferred.
  • Primary Location: California,San Diego,California Service Center - Rio S.D. 8954 Rio San Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon-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: Non-Union, Non-Exempt Job Level: Manager with Direct Reports Job Category: Customer Services Department: Enterprise Membership System Travel: Yes, 20 % 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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