Operations Manager Behavioral Health Call Center
Martinez, CaliforniaMental health is an essential component of total health. As mental health professionals, we’re on the front lines every day, using the latest advances to help those in need. If you share our passion for care and our commitment to helping those around us, you’ll have the resources you need to make a real difference. Our services include adult and child therapy as well as help with addiction and eating disorders.
- Job Type: Full-time
- Job Level: Manager with Direct Reports
- Travel: No
Success Profile
These are the traits of the most successful members of our behavioral health team.
- Adaptable
- Compassionate
- Good listener
- Proactive
- Results driven
- Versatile
Benefits
Our compensation and benefits are designed to help you and your family stay healthy and thrive in and beyond work.
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Medical, Vision & Dental
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Professional Development
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Retirement Plans
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Vacation, Holiday & Sick Leave
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Supportive Teams & Resources
NOTE: Benefits may vary based on your Kaiser Permanente region, position, scheduled hours, and representation by collective bargaining or employee groups. *Offerings vary by location.
Our Culture
We offer a mental health environment that's unique both in the way we treat our patients and in the way we support our health care professionals. Here, we practice evidence-based care in a team setting that’s focused on the needs of the individual, the family and the population as a whole. This gives your patients the opportunity to work towards achieving their physical, mental, and behavioral health goals. On our teams, we hold social justice as a shared value and are committed to addressing and eliminating stigma associated with mental health and addiction. Working as part of a team also helps support your own career growth while you provide high-quality strengths-based, brief, solution-focused, and episodic mental health care.
What Our Employees Say
Aaron
Psychiatric Social Worker
“Kaiser Permanente has been an excellent platform for me to grow as a professional. The organization has demonstrated its commitment to the continued growth of its employees through the training it offers and encourages. I’ve always resonated with the organization’s integrated approach to health care, and its recognition of how essential good mental health is to a person’s overall well-being.”
Breeza
Licensed Certified Social Worker
“I would recommend and do recommend working for Kaiser Permanente. It’s a professional, clean, friendly, fast-paced environment and there is a real trust and respect for clinical staff no matter what role we serve. I love feeling valued and heard and am thankful to have found an environment that provides that.”
Janice
Licensed Marriage & Family Therapist
“This is the best place to work because of the commitment to the total health of our members, the work/life balance, the possibilities to use clinical skills in a variety of capacities within the organization and opportunities for personal and professional growth. As employees of Kaiser Permanente, we all have a voice and are encouraged to use it.”
Gabriela
Clinical Program Manager
“At Kaiser Permanente, I have opportunities to learn and work in a professional setting with people who are passionate about patient care. I love my career as a therapist and now as a manager! I really enjoy helping others and learning new interventions and modalities. These ensure my personal and professional growth.”
Laura
Psychotherapist
“Kaiser Permanente is a health care leader who sets trends and makes a difference in industry practices and protocols. I like the extraordinary resources available to do my job, the servant leadership of my manager and director, and the high standard of business and clinical ethics.”
Amie
PsyD, Clinical Psychologist
“We’re an innovative, vision-forward company. While Integrative-Care models are relatively new, we’ve been on the frontlines of building out a high-functioning integrated team for over a decade. Within this model of care, we’re pushed to think out of the box when it comes to patient care, be collaborative, and succeed in a fast-paced environment.”
Carol
PhD, Licensed Certified Social Worker – Clinical
“Kaiser Permanente demonstrates its commitment to their employees’, has a top-notch salary and compensation package, and has a leadership body that is well trained and supportive. As a Clinician and a Manager, I am very impressed with our commitment to quality outcomes. I have truly found a home here and would be honored for Kaiser Permanente to be my last professional stop in my career.”
Michael
PsyD, Licensed Marriage and Family Therapist, Psych Social Worker
“Kaiser Permanente, in my opinion, is a great mix of professional, friendly and fast-paced. They allow me to be who I am and let me have a voice. I love being a therapist and I’m very proud and excited about the Gender Assessments and transgender group work being conducted. I’m helping the LGBT community and making this population feel comfortable throughout their care journey. Kaiser Permanente is a breath of fresh air to me in my work.”
Kashonda
Psychotherapist
“I appreciate how Kaiser Permanente strives to reflect inclusivity and representation throughout the organization. I’m excited about an internal clinic comprised of African American clinicians dedicated to supporting the health needs of the African diaspora. I’m proud to be part of committees that intentionally promote equity, inclusion and diversity. These things combined with the benefits, opportunities and people make Kaiser Permanente a great place to work.”
Operations Manager Behavioral Health Call Center
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Manages the start-up and day to day operations of the sub-regional appointment and advice call center (with over 30 employees) for multiple medical centers and CSAs. Enhances, refines, and implements a customer service level for the call center which includes partnering with TPMG providers and staff.
- Provides day to day management and supervision for the start-up and on-going operation of centralized regional behavioral health appointment and advice call center. 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. Monitors departmental Quality Management Program.
- Kaiser Permanente conducts compensation reviews of positions on a routine basis. At any time, Kaiser Permanente reserves the right to reevaluate and change job descriptions, or to change such positions from salaried to hourly pay status. Such changes are generally implemented only after notice is given to affected employees.
- Minimum five (5) years of experience managing a large staff in a healthcare environment.
- Education requirements dependent upon certification or license education requirements: Masters degree in Applied Behavioral Science -OR-
- PhD, PsyD, or EdD in clinical or counseling required from an accredited college or university -OR-
- Masters degree in Social Work required from an accredited college or university -OR-
- Graduate of an accredited registered nursing program and completion of the current hours required by the BRN of RN student clinical experience OR Graduate of registered nursing and a minimum of 2000 hours of RN experience in a clinical area of speciality from a licensed acute care facility within the last three (3) years.
- High School Diploma or General Education Development (GED) required.
- Registered Nurse License (California) OR Licensed Marriage and Family Therapist (California) OR Licensed Clinical Social Worker (California) OR Psychologist License (California)
- Knowledge of queuing theories, workforce scheduling, telecommunications, and trunking. Knowledge of appointment systems and procedures.
- Demonstrated leadership and motivational skills.
- Ability to develop service strategies for servicing internal and external customers.
- Must be able to work in a Labor/Management Partnership environment.
- Five (5) years of clinical experience working in a mental health setting such as psychiatric emergency, inpatient, or outpatient operations.
- Experience managing an inbound customer service call center or centralized appointment and medical advice center.
- Experience managing nursing and clerical staff.
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. Submit Interest
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