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.

COMPANY: KAISER

TITLE: Team Manager - Appointment Services

LOCATION: Anaheim, California

REQNUMBER: 1309808

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.