Skip to Main Content

Kaiser Permanente Careers

Licensed Nurses & Physician Assistants

The Front Line of Patient Care

Our nurse professionals embody what it means to provide the best patient interactions possible. They also advance the art and science of nursing in a patient-centered, healing environment.

Manager Call Center Operations RN

Location: Waipahu, HI Additional Locations:

Hawaii Kai Medical Offices 6700 Kalanianaole Hwy., 6700 Kalanianaole Hwy. Ste. 111, Honolulu,Hawaii, 96825
Honolulu Medical Offices 1010 Pensacola St., 1010 Pensacola St., Honolulu,Hawaii, 96814
Hospital/Medical Offices 3288 Moanalua Rd., 3288 Moanalua Rd., Honolulu,Hawaii, 96819
Kahuku Medical Offices 56-700 Kamehameha Hwy., 56-700 Kamehameha Hwy., Kahuku,Hawaii, 96731
Kailua Medical Offices 201 Hamakua Dr., 201 Hamakua Dr., Kailua,Hawaii, 96734
Kapolei Medical Offices 599 Farrington Hwy., 599 Farrington Hwy., Kapolei,Hawaii, 96707
Koolau Medical Offices 45-602 Kamehameha Hwy., 45-602 Kamehameha Hwy., Kaneohe,Hawaii, 96744
Mapunapuna Medical Offices 2828 Pa'a St., 2828 Pa'a St., Honolulu,Hawaii, 96819
Nanaikeola Medical Offices 87-2116 Farrington Hwy., 87-2116 Farrington Hwy., Waianae,Hawaii, 96792
Job Number: 832135 Date posted: 10/25/2019
Description:

Responsible for the business operations and strategic planning of the Regional Appointment Call Center to achieve Regional goals and objectives. Working with and supporting department managers, supervisors, nurses and others in setting and achieving each department's respective operational accountabilities, including quality, finance, access, service and integration across the Regional Appointment Call Center. Accountabilities will entail both direct line management and project management responsibilities.  May have specific administrative responsibilities in the labor management partnership, workplace safety, regulatory and compliance, capital and space planning, budgeting and financial management, telephony and technology integration and support, etc. Must travel up to 20% of the time.


Essential Responsibilities:

  • Plans, coordinates, integrates and supervises activities of the Regional Appointment Call Center to attain the highest degree of member satisfaction. Resolves complex or escalated issues. Develops and communicates call center systems service standards and policies and procedures. Ensures compliance with applicable regulations and standards (e.g., PCMH and NCQA).

  • Ensures highest level of telephone service with trained staff including registered nurses. Monitors quality of service and trends. Maintains quality standards, and ensures optimal work flow. Develops and implements plans/projects to improve operational efficiency and effectiveness while maintaining high productivity. Participates in the strategic planning and governance of call center operations.

  • Performs cost/benefit analysis and assesses call volume and service levels to make informed strategic and operational decisions. Establishes and assures adherence to budgets, schedules, work plans, and performance requirements. Reviews reports to spot trends and data for system enhancements and improvements.

  • Leads the Call Center management team to develop strategic plan to achieve call center goals and objectives that include operational accountabilities for quality, finance, access, service, and integration.  Develops analysis and recommendations to leadership.

  • Partners with department heads, managers, chiefs of service, and physicians-in-charge to achieve performance excellence.

  • Basic Qualifications:

    Experience

  • Minimum five (5) years of call center, appointment, or business or clinic operations experience.

  • Minimum two (2) years of management experience.

  • Education

  • Bachelor's degree in business administration, IT, engineering, nursing or related field.

  • License, Certification, Registration

  • RN must have current RN or APRN licensure

  • Valid Hawaii RN license (must meet education requirement(s) for Hawaii State licensure) upon date of hire.


  • Additional Requirements:

  • Demonstrated knowledge of business operations and organizational practices and procedures.

  • Demonstrated success in managing complex initiatives and projects.

  • Knowledge of applicable federal and state laws and regulations related to the health care industry.

  • Demonstrated knowledge of and skill in word processing, spreadsheet, and database PC applications.

  • Systems, process and analysis skills

  • Strong leadership and communication skills

  • Requires to travel up to 20% of the time.


  • Preferred Qualifications:

  • Minimum two (2) years of financial management, program development, project management, or quality management experience. 

  • Master's degree in health care, hospital, business or public administration, nursing or related field preferred.
  • Primary Location: Hawaii,Waipahu,Waipio Medical Offices 94-1480 Moaniani St. Scheduled Weekly Hours: 40 Shift: Variable 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: Manager with Direct Reports Job Category: Nursing Licensed Department: Nursing Administration Travel: Yes, 50 % 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 Nursing & Physician Assistant Careers

    Nursing Careers

    Through professional practice and leadership, nurses at Kaiser Permanente continually advance the art and science of nursing. But we recognize that what we do is more than clinical practice. We believe that every interaction — whether it is with a patient, a colleague, a physician, or anyone else — has the potential to be extraordinary. And we find that approaching our daily routine with this in mind gives each and every action new meaning and allows us to focus on the moment, empowering us to deliver expert care.

    No matter where you are in your nursing career, the size and scope of our organization means you have the resources, technology, tools, and support you need to make a lasting impact.

    Passion. Committment. Excellence. Discover Nursing At KP.

    Passion. Commitment. Excellence. Discover Nursing Management at KP.

    Physician Assistant Careers

    Physician assistants play a powerful and important role in delivering high-quality, informative care. Working directly with patients, their families, colleagues, and supervising physicians, they are vital in defining the overall care experience.

    Being a physician assistant at Kaiser Permanente is centered on promoting a healing environment — one that maintains a caring, comforting practice while honoring the unity of the whole patient: mind, body, and spirit.

    Glassdoor Logo

    See What People are Saying About Working at KP

    Apr 17, 2019

    "I love my job"

    Glassdoor Ratings

    Current Employee - Registered Nurse in South San Francisco, CA

    • Recommends
    • Positive Outlook

    I have been working at Kaiser Permanente part-time for more than 2 years

    Pros

    I’ve waited to get in to Kaiser for so long and now that I’m in, I’d never let go. I love people that i work with (although just like any other jobs, it has it’s highs and lows), i love my patients, pay is great and benefits are awesome!! Definitely 1 of the highest paying hospitals in the region.Full Review

    More Kaiser Permanente Ratings & Reviews (5,918)

    Thanks
    to Our
    Employees

    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.