Description: Job Summary:

Oversee the daily operation of the call center to include regular monitoring and coaching of TMS and CSS, maintaining schedule adherence, and managing to predetermined productivity levels. Hours of Work: 8 hour shifts, including weekends, in a 24 hour per day, 7 day per week call center.
Essential Responsibilities:

• Supervise all call center personnel during assigned shift.


• Monitor (listen to both sides of telephone conversation) TMS and CSS on regular basis.


• Coach (provide feedback) TMS and CSS after each monitoring session.


• Actively manage productivity by maximizing all human and technical resources.


• Actively manage absenteeism and tardiness within the unit and document discrepancies.


• Actively plan for and participate in call center staff meetings.


• Develop a full knowledge of the personnel policies, client procedures, and TMS and CSS job duties and keep updated on all changes and enhancements to current procedures.


• Be available to problem solve and answer questions including handling complaints and taking over calls from difficult callers.


• Provide team guidance, support, and reinforcement.


• Support management decisions in a positive manner.


• Display excellent human relations skills by showing a sincere interest in employees problems, emphasizing communications and team spirit, and demonstrating an earnest concern for the staff members welfare by listening with empathy.


• Be sensitive to morale and motivation issues and strive to constantly improve the work environment.


• Participate in disciplinary actions and counseling sessions.


• May occasionally be required to handle overflow calls.


• Accept new directions/assignments in support of the departments objectives.


• Perform administrative responsibilities, including; assign duties at start of shift and document as appropriate.


• Assist with clinical guidelines and operational procedures development.


• Check browsers (open, transfer, callback) at start of shift and frequently during shift and make any necessary adjustments to assignments.


• Participate in research projects and outcome studies related to telemedicine.


• Assist in training of new hires.


• Prepare performance appraisals for TMS and CSS within prescribed time frames.


• Work with the TCS Scheduler to maximize the centers human resources.


• Participate in interviewing process for new hires.


• Additional duties as assigned.

Basic Qualifications:
Experience

• Minimum five (5) years of nursing experience in an acute or ambulatory care setting, or as a telemedicine RN.


• Minimum one (1) year of prior supervisory or leadership experience.

Education

• High School Diploma or General Education Development (GED) required.

License, Certification, Registration

• Registered Nurse License (California) OR Physician Assistant License (California) OR Nurse Practitioner Certificate (California)

• Basic Life Support
  

Additional Requirements:

• Prior supervisory or demonstrated leadership experience.
• Ability to use computer, keyboard, and mouse.
• Previous telephone triage experience.
• Ability to speak and write English clearly.
• Customer service experience.
• Detail-oriented individual with proven successful ability to work effectively under conditions requiring speed and accuracy.
• Organized and flexible with ability to handle multiple tasks and varying priorities in a fast paced environment.
• Experience with and understanding of basic computer, telephone, and fax systems.
• Must be able to work in a Labor/Management Partnership environment.

Preferred Qualifications:

• Minimum one (1) year of telephone triage experience.

Primary Location: California,San Diego,California Service Center
Scheduled Weekly Hours: 40
Shift: Evening
Workdays: Sun, Mon, Tue, Wed, Thu, Fri, Sat
Working Hours Start: 03:00 PM
Working Hours End: 11:30 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Flexible
Employee Status: Regular
Employee Group/Union Affiliation: NUE-SCAL-01|NUE|Non Union Employee
Job Level: Team Leader/Supervisor
Department: California Service Center No.1 - Generl Admin-Regional - 0801
Pay Range: $139600 - $180620 / year The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted.
Travel: No
Flexible: Work location is on-site at a KP location, with the flexibility to work from home. Worker location must align with Kaiser Permanente's Authorized States policy. At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.

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. Submit Interest

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