Clinical Contact Center Leader: Impact & Operations

Kaiser Permanente; Duluth (GA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Kaiser Permanente in Duluth, GA seeks an experienced leader to supervise Clinical Contact Center operations, ensuring cost-effective, high-quality member/patient care. You will coach staff, manage scheduling, and drive performance against budgetary targets while coordinating cross-functional initiatives.

Your role emphasizes data-driven decisions, process improvements, and development of staff through mentorship and training, within a patient-centered care framework.

Qualifications

• Minimum one year in a leadership role; direct reports not required.
• Minimum one year of customer or member/patient service experience.
• Associates degree in business, nursing, health care, or related field OR 3 years of related experience.

Responsibilities

• Recommends developmental opportunities; mentors staff and drives performance improvements.
• Supervises daily activities, aligns efforts with policies, and resolves escalated issues.
• Oversees ambulatory operations to support patient care and staffing budgets.
• Ensures standardized care delivery, analyzes data, and guides resource usage.
• Leads improvements on operations and technology processes with measurable outcomes.

Skills

Uncertainty management

Attention to detail

Business knowledge

Communication

Constructive feedback

Critical thinking

Cross-group collaboration

Decision making

Dependability

Diversity & Inclusion

Results orientation

Facilitation skills

Healthcare industry

Influencing others

Integrity

Leadership

Learning agility

Organizational savvy

Problem solving

Strategic thinking

Team building

Teamwork

Topic-specific communication

Education

Associates degree or higher in business/healthcare related field

Job description

Kaiser Permanente in Duluth, GA seeks an experienced leader to supervise Clinical Contact Center operations, ensuring cost-effective, high-quality member/patient care. You will coach staff, manage scheduling, and drive performance against budgetary targets while coordinating cross-functional initiatives.

Your role emphasizes data-driven decisions, process improvements, and development of staff through mentorship and training, within a patient-centered care framework.