Kaiser Permanente Director of Patient Financial Services Call Center in Pasadena, California
Initiates implementation of strategies that optimize the customer experience while ensuring full reimbursement for services provided. Ensures excellent customer experience demonstrated by excellent customer satisfaction survey scores. Develops & implements a comprehensive telephony strategy between call centers & broader KP Contact Center. Partners w/the California Member Services Call Center leaders to establish a seamless patient contact plan. Improves call volume forecasting, analysis, & Mgmt & ensures Call Center staffing matches call volumes. Increases staffing flexibility in order to match fluctuations in call volume. Oversees vendor performance. Drives Call Center best practices, process redesign, & standardization. Produces Call Center performance metrics. Manages three direct report managers & overall staff of 150 associates, in which the Director has formal authority to hire, fire, train/develop, performance manage, etc.
- Strategic Planning, Influence, & Alignment Sets the strategic vision & tactical execution for PFS Call Center operations that include inbound calls related to patient billings; effective integration w/Member Services Call Center & broader KP Contact Center call services; vendor Mgmt of Self Pay contractor; & oversight of medical financial assistance application processing.- Change manager who will drive improved call center service through telephony & other automation, process improvements, employee training & development, & monitoring of Call Center performance.- Influences upstream functions (medical group, benefits, KP-IT, billing, etc.) to minimize events that cause unplanned increases in call volume.- Partners w/California Member Services Call Center leaders to establish a seamless patient contact plan.- Commands support of regional Revenue Cycle strategies & ensure alignment w/ those strategies w/in Call Center functions Mgmt & Team Building Builds a positive working environment for all staff through consistent policies & procedures, Mgmt & staff development, reward & recognition programs, & a focus on accountability.- Develops & monitors on a daily, weekly, & monthly basis a scorecard, which reflects the key performance indicators for the Call Center & Medical Financial Assistance.- Meets regularly w/direct reports & vendors to address any variances, shortfalls, or delays from performance targets & to develop contingency plans to get back on track.- Hires, coaches, develops, disciplines & terminates staff as necessary.- Develops subordinates & establishes a climate for personal growth & development.- Develops next level of manager/leaders through mentoring, formal, & informal development plans.- Works w/ direct reports to develop tactical & strategic solutions to meet the goals of this position.- Prepares & submits operating & capital budgets in a timely manner; & tracks actual performance compared to budget, taking corrective action as appropriate to meet or beat budget.- Helps to foster an environment & culture w/in the Call Center organization that is built upon open communication, trust & honesty, & collegiality.- Leads in the implementation of training, new workflows, & productivity goals.- Identifies & actively works to reduce process disparities between regions w/in call center environment.- Leadership & Consultative Experience Educates all levels of staff, call center Mgmt, & Revenue Cycle senior Mgmt on the issues patients are facing as they interact w/ KP.- Daily, weekly, & monthly reports are generated for distribution across all areas of the organization.- This job description is not all encompassing.
Basic Qualifications:Experience- Minimum ten (10) years of experience with minimum eight (8) years in management and minimum five (5) years management experience in an inbound customer service call center.- Minimum five (5) years of experience managing a staff of call center specialists with evidence of championing new approaches to technology, process improvement. and training that moved the organization to the next level of performance.Education- Bachelor's degree in business administration, technology, health care administration or other related degree.License, Certification, Registration- N/A Additional Requirements:- Demonstrated experience developing business cases, developing and reporting performance metrics, implementing new technology, performing strategic and business planning, operational improvement and re-engineering, and project management.- Excellent written, oral, and interpersonal communication skills.- Ability to develop and maintain budget and operating plans for units managed.- Ability to analyze trends; develop and maintain performance goals; and regularly provide information to senior management.- Skilled in coaching, counseling, developing others, team building, team participation, and achieving organization success.- Proficiency in all Microsoft computer applications (i.e. Excel, Powerpoint, Access) and other job related networks and software.- Must be able to work in a Labor/Management Partnership environment.
Preferred Qualifications:- Experience within a health care Patient Financial Services organization is highly preferred.- Master's degree preferred.
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.
TITLE: Director of Patient Financial Services Call Center
LOCATION: Pasadena, California
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, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.