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Operations Manager Behavioral Health Call Center Specialist

1 month ago

Martinez, California, United States Kaiser Permanente Full time
Job Summary:

As a seasoned Operations Manager, you will oversee the daily operations of a sub-regional appointment and advice call center, serving multiple medical centers and CSAs. You will be responsible for enhancing and refining customer service levels, partnering with TPMG providers and staff to ensure seamless service delivery. Your expertise will be crucial in analyzing statistical reports, making recommendations, and forecasting call volume and staff schedules.

Key Responsibilities:
  • Provide day-to-day management and supervision for the start-up and ongoing operation of the call center, ensuring all service levels are met.
  • Contribute to high-quality service and member satisfaction through supervision of trained, competent, and motivated staff.
  • Analyze daily, weekly, and monthly statistical reports to inform strategic planning and access goals.
  • Partner with providers to resolve issues related to same-day booking, return appointments, medical advice, and triage.
  • Resolve patient, provider, and staff complaints, issues, and concerns in a timely and professional manner.
  • Assist in developing and maintaining policies and procedures to ensure efficient call center operations.
  • Manage staff development and work standards, monitoring the department's Quality Management Program.
Requirements:
Experience: Minimum five years of experience managing a large staff in a healthcare environment. Education: Master's degree in Applied Behavioral Science, or a related field, from an accredited college or university. License, Certification, Registration: Registered Nurse License (California) or a related certification. Preferred Qualifications:
  • Five years of clinical experience working in a mental health setting, such as psychiatric emergency, inpatient, or outpatient operations.
  • Experience managing an inbound customer service call center or centralized appointment and medical advice center.
  • Experience managing nursing and clerical staff.
Work Environment:
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. We strive to create an inclusive work environment focused on a sense of belonging and well-being.

Kaiser Permanente conducts compensation reviews of positions on a routine basis. At any time, Kaiser Permanente reserves the right to reevaluate and change job descriptions, or to change such positions from salaried to hourly pay status. Such changes are generally implemented only after notice is given to affected employees.