Supervisor, Clinical Contact Center

In addition to the responsibilities listed below, this role is also responsible for ensuring cost-effective operations while remaining within budgetary guidelines daily; collaborating with Clinical Contact Center Management to plan and achieve center goals and objectives; coaching assigned team and assists all staff with resolving issues, ensuring staff is providing appropriate member/patient care and service; troubleshooting moderately complex problems with equipment and tools including computers and telephone technology; providing day-to-day management and supervision for the start-up and ongoing operation of a centralized subregional appointment and advice Clinical Contact Center and ensuring all performance metrics are met; analyzing daily, weekly, and monthly statistical reports and making appropriate recommendations/forecasts regarding patient demand and staff schedules; resolving moderately complex patient, provider, and staff complaints, issues, and concerns; providing input into the development of Clinical Contact Center budget and ensures department remains within the budget; coordinating with others to open new services for the Clinical Contact Center and developing and maintaining policies/procedures; identifying gaps to further develop including refreshing strategies, services, and activities to support current and future internal and external member/patient needs in an efficient, high-quality, cost-effective manner; and developing recommendations that support these requirements, prioritizing initiatives and assigns resources to those projects that are selected for implementation.

• Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.


• Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed. Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.


• Supervises ambulatory operations to support patient care by: facilitating team, meetings and/or management decisions and identifying action items, keeping into consideration compliance timelines and financial commitments; using and providing feedback on standard utilization and productivity reports to achieve performance targets; interpreting data and taking action; supervising human resources including recruitment and selection and promoting active recruitment, and implementing the orientation and employee management; conducting survey and compliance readiness activities, including mock rounds and mitigating issues, to maintain compliance and regulatory standards and delivering requested audit documentation, information, and reports; and assuming accountability for maintaining their teams budget and expenditures and entering payroll.


• Ensures standardized care delivery by: supporting large and/or complex work streams with significant program impact; supervising data collection and using data to inform the development and implementation of plans; coordinating and monitoring daily operational activities involving patient care management; coordinating resources in clinical areas to ensure appropriate assignment and utilization; supervising multidisciplinary ambulatory team(s); helping implement emergency preparedness programs and ensuring the teams emergency preparedness and recovery plans are current and that staff are trained and know what is expected during and after an emergency; and coaching the team and monitoring implementation and delivery on objectives.


• Supervises improvements to patient-centered operations and technology processes by: planning the work of teams on strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; responding to escalations to improve the performance of operations system processes; and implementing performance metrics to track the success of strategic improvement projects.

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Constructive Feedback
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Leadership
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Strategic Thinking
• Team Building
• Teamwork
• Topic-Specific Communication

• Computer Literacy
• Member Service
• Confidentiality
• Training

• Minimum one (1) year of experience in a leadership role with or without direct reports.


• Minimum one (1) year of customer or member/patient service experience.


• Associates degree in a business, nursing, health care, or directly related field AND minimum two (2) years of experience in business operations, clinical health care, or a directly related field OR Minimum three (3) years of experience in business operations, clinical health care, or a directly related field.

• One (1) year of contact center experience.
• One (1) year of management or supervisory experience in a clinical or telehealth environment.

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 : Nursing & Care Delivery Leadership
Department : REGIONAL PALM COURT II - Appointment Services-Same Day - 0806
Travel : No
Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.

For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

• Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (where applicable), and Kaiser Permanente's policies and procedures.

• Models and reinforces ethical behavior in self and others in accordance with the Principles of Responsibility, adheres to organizational policies and guidelines; supports compliance initiatives; maintains confidences; admits mistakes; conducts business with honesty, shows consistency in words and actions; follows through on commitments.

• Job duties with at least occasional or possible access to: (1) patients, the general public, or other employees; (2) confidential protected health information and other confidential KP information (including employee, proprietary, financial or trade secret information); (3) KP property and assets, for example, electronic assets, medical instruments, or devices; (4) controlled substances regulated by federal law or potentially subject to diversion.