Job Summary: 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.
Essential Responsibilities: - 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.
Basic Qualifications: Experience
- Minimum five (5) years of experience managing a large staff in a healthcare environment.
Education
- 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.
License, Certification, Registration
- Registered Nurse License (California) OR Licensed Marriage and Family Therapist (California) OR Licensed Clinical Social Worker (California) OR Psychologist License (California)
Additional Requirements:- 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.
Preferred Qualifications: - 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.
PrimaryLocation : California,Martinez,Martinez Hacienda Medical OfficesHoursPerWeek : 40Shift : EveningWorkdays : Mon, Tue, Wed, Thu, FriWorkingHoursStart : 02:00 PMWorkingHoursEnd : 10:30 PMJob Schedule : Full-timeJob Type : StandardEmployee Status : RegularEmployee Group/Union Affiliation : NUE-NCAL-07|NUE|Non Union EmployeeJob Level : Manager with Direct ReportsJob Category : Behavioral Health, Social Services & Spiritual CareDepartment : Martinez Hacienda Med Offices - Mental Health/Psych-After Hrs - 0206Travel : NoKaiser 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.