Team Manager - Appointment Services
Primary Location Anaheim, California
Worker Location Onsite
Job Number 1309808 Date posted 11/22/2024
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Description:
Job Summary:
Directly supervises appointment center service representatives. Supports the goals and objectives of an appointment service center. Maintains an employee-focused and customer-focused environment.
Essential Responsibilities:
- Hires, trains and supervisors competent productive, motivated staff to provide high quality service to Kaiser Permanente members.
- Coordinates and directs daily shift operations in collaboration with other Supervisors and Workforce Management Team. Ensures cost effective operations with a focus on service level goals while remaining within budgetary guidelines daily.
- Participates in establishment of group budget. Makes daily staffing decisions regarding reduction of hours and/or offering additional/overtime hours.
- Collaborates with management teams to plan and achieve department goals and objectives.
- Coaches assigned team and assists all staff with resolving issues to ensure employees provide appropriate customer service. Performs service recovery for all stakeholders.
- Troubleshoots minor problems with equipment and tools including computers and telephony technology.
- Promotes achievement of organizational and center goals by exhibiting an effective and adaptable leadership style.
- Performs additional duties as required and assigned.
Basic Qualifications:
Experience
- Minimum two (2) years of customer service experience in a service-related industry, preferably healthcare.
Education
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- N/A
Additional Requirements:
- Strong customer service and interpersonal skills required to communicate effectively with all levels of internal/external management.
- Demonstrated leadership experience in a business environment required.
- Ability to perform multiple tasks in a heavy workload environment.
- Must be self-sufficient with PC software applications and related technologies.
- Must be able to work in a Labor-Management Partnership environment.
Preferred Qualifications:
- Minimum one (1) year experience in a supervisory or operations role, preferably in a healthcare setting.
- Minimum one (1) year appointment center experience preferred.
- Minimum one (1) year experience in a role such as Solutions Desk
- Assisting in problem solving, coaching and service recovery.
- Working with processes for daily operations.
- Utilizing skills to self-manage workflow and responsibilities, oversight of projects, etc.
- Experience in a healthcare setting preferred.
- Bachelor's degree, OR four (4) years of experience in a directly related field preferred.
Notes:
- Open 365 days a year.
- Working 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: 10:30 AM
Working Hours End: 07:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: NUE-SCAL-01|NUE|Non Union Employee
Job Level: Team Leader/Supervisor
Department: Orange Co. Apptmnt Call Center - Appointment Services-Same Day - 0806
Pay Range: $65100 - $84150 / year
Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.
Travel: Yes, 10 % of the Time
On-site: Work location is on-site (KP designated office, medical office building or hospital).
Worker location must align with Kaiser Permanente's Authorized States policy.
At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
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.
For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (where applicable), and Kaiser Permanente's policies and procedures.
Models and reinforces ethical behavior in self and others in accordance with the Principles of Responsibility, adheres to organizational policies and guidelines; supports compliance initiatives; maintains confidences; admits mistakes; conducts business with honesty, shows consistency in words and actions; follows through on commitments.
Job duties with at least occasional or possible access to: (1) patients, the general public, or other employees; (2) confidential protected health information and other confidential KP information (including employee, proprietary, financial or trade secret information); (3) KP property and assets, for example, electronic assets, medical instruments, or devices; (4) controlled substances regulated by federal law or potentially subject to diversion.
Submit Interest
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.
For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
