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Posted: Saturday, March 10, 2018 10:13 PM

Description: The Call Center Manager supports the Clinical Call Center Administrator by providing supervision and leadership to Call Center Supervisors ensuring the optimal use of resources for the day-to-day operations of Kaiser Permanente Mid-Atlantic Clinical Call Center and ensuring that calls are managed by staff in a competent, caring manner, appropriate triage and advice is provided, phone access, documentation and appointment booking standards are achieved.

Essential Functions:
  • Supervises and directs daily operations of the Regional Access Services Call Center which provides 24 hours a day seven days a week service. Daily operations are regional in scope and include medical advice, paging services, pap tracking services, and appointment making for Primary, Specialty and Ancillary Services. This includes: Managing schedule requirements. Resource to all staff. Resolving problems raised by members and providers. Ensure monitoring requirements are met. Ensure medical advice acts as extension of Health Care Team. Oversees supervisor liaison program to medical facilities to promote continuing co-operation/interaction of the Clinical Call Center, HCT and providers. Solicits physician input, feedback, and satisfaction as an extension of the HCT on an ongoing basis.
  • Assists in the management of direct reports including the selection, development, support, and mentoring of nursing and clerical supervisors.
  • Facilitates supervisor communications and promotes consistency across all RAS operations to better meet member needs.
  • Works with Human Resources and direct report Supervisors in the recruitment, hiring, orientation, disciplining, counseling and evaluation of staff.
  • Works with the Call Center Analyst to develop and interpret accurate and useful data on phone performance. Uses data to establish individual, team and department performance standards. Evaluate individual, team and department performance; uses data to motivate staff to meet, sustain and surpass performance goals.
  • Works with Assistant Call Center Administrators, analysts, and QA department to identify trends, develop QA programs based on areas requiring improvement.
  • Works with Medical Center Administrators, Clinic Coordinators and physicians to investigate and resolve patient concerns. Handles exceptions to routine clinical call center procedures to accommodate member needs; transmits information to staff regarding center changes i.e.: staffing, contract points, phone numbers, and procedures as needed.
  • Responsible for implementing the disaster recovery systems to ensure that service to members continues with minimum disruption when phone systems, electricity, and mainframe computers go down. Requires assessment and diagnosis of problems, directing and escalating resolution to a variety of departments, vendors, and public utilities, activating backup systems, notifying the rest of the region, moving center staff to the emergency sites and resuming normal operations when systems return to service.
  • Responsible for Clinical Call Center on-call rotation to serve as a resource for Clinical Call Center staff.
  • Provides input into developing annual budget proposals.
  • When needed, works with Union Representatives and Shop Stewards to resolve contract issues; disciplinary action resolution; and resolution of employee grievances.
  • Provides assistance with input and reviews of all staff evaluations done by supervisors.
  • Organizes and conducts supervisory meetings and may participate in staff meetings.
  • Actively participates in the Labor Management Partnership.

    Basic Qualifications:
  • Minimum two (2) years of supervisory experience required, some portion of which must have involved significant volume phone operations and/or appointment booking; demonstrated leadership ability with proven record of producing results, satisfying customers, meeting performance goals, and incentivizing staff; experience supervising or leading employers required.
  • Minimum one (1) year of experience interpreting or using statistical reports to measure and evaluate individual and group performance required.
  • Bachelor's degree in business administration or health care administration 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:
  • N/A

    Preferred Qualifications:
  • Minimum one (1) year of Call Center, health care, or customer service experience preferred.
  • Experience with telephony, PCs, queuing theory, forecasting, and scheduling.
  • RN license for appropriate jurisdiction for nurse applicants preferred.
  • Familiar with use and interpretation of quantitative statistical reports and analysis.
  • Computer literacy (spreadsheets).
  • Understanding of health care organization, provider needs highly.
    Primary Location: Virginia,Fairfax,Fair Oaks I 12255 Fair Lakes Pkwy.
    Scheduled Weekly Hours: 40
    Shift: Day
    Workdays: Mon, Tue, Wed, Thu, Fri
    Working Hours Start: 9:00 AM
    Working Hours End: 5:30 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: Clinical Contact Center
    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.
    Click here for additional requirements >

    Associated topics: biomedical, biopharma, food, health, healthcare, industrial hygienist, kinesiology, medicine, physiologist, vaccine


  • • Location: Fairfax, Northern Virginia

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