Director Nurse Advice Operations

The Director Nurse Advice Operations is responsible for providing strategic guidance and leadership to the operations of the Clinical Contact Center Nurse Advice service. The Director will work in collaboration with other call center and care delivery operations leaders to establish and maintain an exceptional and high quality member experience with nurse advice services.

• Manages multiple teams and works with cross-functional and cross-departmental teams on prioritization.
• Regional and National Service Quality reports, including member satisfaction reports, will be used to assist with identifying opportunities.
• Exemplifies, promotes, and supports development of work group empowerment, improved communications, individual initiative, creativity, and environment characterized by a strong ethic of trust, cooperation and personal commitment and respect of the individual.
• Ability to be a change agent and assist in behavioral transformation of staff (strategy, motivation, vision/mission development, consistency).
• Provides strategic oversight for training and development of management, supervisory, and front-line staff.
• Ensures efficient, ongoing operations of direct responsibilities through an effective organizational structure, and the selection, development, appraisal, motivation, and retention of competent personnel.
• Oversees the implementation and evaluation of a quality assurance and training program for all staff, primarily focusing on the interactions between staff and members and the contact resolution.
• Coordinates resources to ensure that all Nurse Advice services are provided in accordance with regional protocols and regional telephone advice and appointment booking standards.
• Leads and directs day-to-day services to provide optimal and consistent service to KP members
• Provides strategic oversight for call center staffing efforts
• Models, promotes, and sustains a culture of trust, engagement, and accountability.
• Demonstrates the ability to build relationships through responsive, respectful communications and positive collaborations across may departments or organizational segments.
• Develops strong collaborative leadership relationships with physician leadership
• Through department managers and supervisors, manages nurse advice clinical contact center operations to enterprise service level expectations and performance targets
• Fosters and supports a culture of continuous quality and service improvement based upon regular problem identification.
• Skilled at giving presentations of program status, strategy and issues to senior leadership and stakeholders.

• Minimum ten (10) years of process improvement and customer care/service experience.
• Minimum five (5) years of clinical experience
• Minimum seven (7) years line management experience in a healthcare setting or a call center or similar environments with progressively increasing responsibilities.

• Bachelor's degree in Nursing BSN

• This job requires credentials from multiple states. Credentials from the primary work state are required before hire. Additional Credentials from the secondary work state(s) are required post hire.

• Registered Nurse License (Washington) within 6 months of hire

• Registered Nurse License (Oregon) within 6 months of hire

• Experience managing complex, large-scale projects and/or multiple departments and establishing detailed work plans and setting priorities that yielded improvements in operational performance.
• Demonstrated understanding of the operations and/or business of a large customer service system, telecommunications capabilities, and current industry standards, developing contact services performance metrics for internal (Efficient and Effectiveness) and external (customer wait times & responsiveness) measurement.
• Significant experience meeting with and presenting to executives in large, diverse organizations, and have a proven track record working with senior executives.

• Must be able to work in a Labor-Management Partnership environment.
• Experience managing a large group of employees (100+)
• Master's degree preferred.
• Experience as a strong leader with a collaborative nature who can develop solutions, with multiple and geographically dispersed stakeholders, to complex process and organizational issues
• Experience effectively working in a complex matrix relationship.

Note:

• Hybrid - Remote and On-Site

PrimaryLocation : Oregon,Hillsboro,Tanasbourne Regional Contact Center
HoursPerWeek : 40
Shift : Day
Workdays : Mon, Tue, Wed, Thu, Fri
WorkingHoursStart : 08:00 AM
WorkingHoursEnd : 05:00 PM
Job Schedule : Full-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : NUE-NW-01|NUE|Non Union Employee
Job Level : Director/Senior Director
Job Category : Customer Services
Department : St Vincent - Appt-Supprt Svcs Clinic - 1008
Travel : Yes, 10 % 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.