Director, Service Excellence & Incident Management

Job Summary

The southern California Local Member Service Department is a regionally based team with offices located throughout Southern California Medical Centers. While the work location for this position will be located around the LA basin, this Director role will primarily be responsible for overseeing Member Services Operations at Woodland Hills Medical Center and West LA Medical Center. This role will be expected and must be able to travel to additional sites/locations as needed to support operations/business objectives.

Provides leadership, overall management, strategic direction, and support to the Local Member Services professional staff, across multiple sites. Responsible for Member Services daily operations, initiatives, oversight of case processing, issue resolution, quality of information and service provided by staff to both internal and external customers. Supports and represents Kaiser Foundation Health Plan Member Services, and strategizes with Regional and Local leadership, facility personnel, and physicians to minimize the financial risk to the organization and ensure contract integrity for members as well as Kaiser Permanente.

Directs case management activities across multiple units within a department by proposing the strategic direction for process inefficiencies, and drives exceptional customer and member services through training, process, and procedures.

Essential Responsibilities

• Prepares individuals for growth opportunities and advancement; builds internal collaborative networks for self and others.
• Solicits and acts on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement.
• Demonstrates continuous learning; oversees the recruitment, selection, and development of talent; ensures performance management guidelines and expectations to achieve business needs.
• Stays up to date with organizational best practices, processes, benchmarks, and industry trends; shares best practices within and across teams.
• Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning resource plans with business objectives.
• Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact.
• Oversees the operation of multiple units within a department by identifying member and operational needs; ensures the management of work assignment completion; translates business strategy into actionable business requirements.
• Ensures products and/or services meet member requirements and expectations while aligning with organizational strategies.
• Gains cross-functional support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and fosters resolution of escala…