Job Description

Manager Appointment Center Operations

Location: Anaheim, CA Job Number: 976296 Date posted: 08/04/2021 Submit Interest Add to Favorites Remove from Favorites

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Description: Manages the day-to-day operations of the sub-regional appointment and advice call center (with 110-315 employees) for multiple medical centers and Service Areas. Enhances, refines, and implements a customer service level for the call center that includes partnering with Medical Group providers and staff. Essential Responsibilities:

Provides day-to-day management and supervision for the start-up and on-going operation of a centralized sub-regional appointment and advice call center and ensures all services levels are met.

Contributes to the high quality of service and member satisfaction through supervision of trained, competent and motivated staff.

Analyzes daily, weekly, and monthly statistical reports and makes appropriate recommendations/forecasts regarding call volume and staff schedules.

Provides accurate and pertinent data to Director for use in strategic planning and access goals.

Partners with providers, resolving issues regarding same day booking/return appointments, provision of medical advice/triage.

Resolves patient, provider, and staff complaints, issues, and concerns.

Provides input into development of call center budget and ensures department remains within the budget.

Assists in coordinating for opening new services for the call center and developing and maintaining policies/procedures.

Manages staff development and work standards.

Basic Qualifications:
Experience

• Minimum five (5) years of experience in health care or call center, managing a large staff.

Education

• Bachelor's degree in business administration, health care administration, communications or related field required, 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:

• Management of inbound customer service call centers/or centralized appointment /medical advice.


• Knowledge of queuing theories, work force scheduling, telecommunications, and trunking.


• Knowledge of appointment systems and procedures.


• Demonstrated leadership/motivation skills and experience with clerical and nursing staff.


• Ability to develop service strategies for servicing internal and external customers.


• Must be able to work in a Labor-Management Partnership environment.

Preferred Qualifications:

• Experience with an inbound call center preferred.

Notes:

• OPEN 365 DAYS A YEAR. MAY WORK WEEKENDS AND HOLIDAYS

Primary Location: California,Anaheim,Miraloma Call Center Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun, Working Hours Start: 07:00 AM Working Hours End: 07:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: NUE-SCAL-01|NUE|Non Union Employee Job Level: Manager with Direct Reports Department: Orange Co. Apptmnt Call Center - Appointment Services-Same Day - 0806 Travel: Yes, 15 % 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.
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