Team Manager - Appointment Services
Kaiser Permanente
Date: 4 weeks ago
City: Downey, CA
Contract type: Full time
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
Basic Qualifications:
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:
- Minimum two (2) years of customer service experience in a service-related industry, preferably healthcare.
- High School Diploma or General Education Development (GED) required.
- N/A
- 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.
- 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.
- Schedule may vary based on operational needs.
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