Job Summary:
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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.
- Bachelors degree, OR four (4) years of experience in a directly related field preferred.
PrimaryLocation : California,Fontana,Palm Court II - SCAL Regional
HoursPerWeek : 40
Shift : Variable
Workdays : Mon, Tue, Wed, Thu, Fri, Sat, Sun
WorkingHoursStart : 12:00 AM
WorkingHoursEnd : 11:59 PM
Job Schedule : Full-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : NUE-SCAL-01|NUE|Non Union Employee
Job Level : Team Leader/Supervisor
Job Category : Customer Services
Department : REGIONAL PALM COURT II - Appointment Services-Same Day - 0806
Travel : Yes, 5 % 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.
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