Sr Mgr, Incident Management

Kaiser Permanente; Los Angeles (CA); On-site; USD 131,000 - 170,000; Full time

Job summary

Kaiser Permanente in Harbor City, California seeks a Manager with Direct Reports to oversee cross-functional case management operations, drive process improvements, and ensure compliance with health care regulations.

You will lead teams, develop data-driven strategies, and mentor staff, coordinating with regional offices to enhance member and provider satisfaction while managing budgets and performance metrics.

Qualifications

• Minimum four (4) years of experience in customer service or a directly related field.
• Minimum one (1) year of experience managing operational or project budgets.
• Minimum five (5) years of experience in a leadership role with or without direct reports.
• Bachelor's degree in Health Care Administration, Health Services, or related field OR equivalent combination of education and experience.

Responsibilities

• Oversees case management activities across teams or regions, ensuring regulatory compliance and timely communications.
• Leads operational improvements, develops long-term strategies, and coaches staff to drive performance.
• Forecasts incident resolution needs and manages incident case processes across multiple teams or regions.

Skills

Attention to Detail

Leadership

Health Care Industry

Problem Solving

Communication

Education

Bachelor's degree in Health Care Administration

Bachelor's degree in Business Administration

Job description

Job Summary

Oversees case management activities across teams or regions to ensure compliance with rules and regulations. Plans strategies to address process inefficiencies in case management. Develops and implements long-term strategies to improve case research and investigation. Forecasts incident resolution needs and oversees processes for incident resolution. Designs data collection and documentation processes to identify trends and ensure quality and regulatory standards are being met. Updates communication processes and coaches teams or regions to provide exceptional customer service and ensure information provided is accurate and timely. Identifies operational problems and advocates for solutions to improve incident processing and satisfaction metrics. Develops and implements procedures to reflect enterprise level operational changes and ensure effective change management. Evaluates data and trends across teams or regions to conduct root cause analysis and identify operational solutions.

• Creates and advocates for developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works with leaders and employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; hires, trains, and develops talent for growth opportunities; strategically evaluates talent for succession planning; sets performance management guidelines and expectations across teams / units. Oversees implementation, adapts, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends; shares best practices within and across teams. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams; motivates teams to meet business objectives. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope; encourages development and consideration of options in decision making; fosters access to stakeholders.
• Manages designated units or teams by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed; partners with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies. Aligns team efforts; builds accountability for and measuring progress in achieving results; assumes responsibility for decision making; fosters direct reports to resolve escalated issues as appropriate. Communicates goals and objectives; incorporates resources, costs, and forecasts into team and unit plans; ensures matrixed resources are fulfilling service or performance requirements across reporting lines. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams and units to operate in alignment with operational and business objectives.
• Oversees member, customer, or employee incident case management by: developing long-term strategic initiatives for incidence case management using data and trends from the case tracking database across multiple teams or regions; planning and implementing objectives and strategies for addressing process inefficiencies in case management, such as case volumes that are too high or low, across multiple teams or regions, as well as processing highly complex or high risk cases and managing highly complex teams across all lines of business; and maintaining compliance of case management activities with internal and external rules and regulations across multiple teams or regions.
• Promotes member or employee incident case research by: developing and implementing long-term strategies to improve incident case research activities across multiple teams and regions.
• Determines strategies for the resolution of member or employee incident cases by: forecasting incident resolution needs and priorities to inform strategic planning across all lines of business; and overseeing processes for incident resolution across multiple teams or regions to ensure effectiveness and compliance with internal and external rules.
• Encourages customer service by: overseeing multiple teams or regions to ensure information provided to members, customers, employees, or other stakeholders from staff related to concerns/incidents is accurate and timely; and coaching and guiding team members to provide exceptional customer and member service in cases involving highly charged, sometimes emotional situations and updating communication processes for incident resolution across multiple teams or regions to ensure effectiveness and compliance with internal and external rules and regulations.
• Improves case documentation efforts by: developing data collections processes to ensure that all relevant information to address cases is being gathered and to identify trends through data analysis; and managing and designing documentation processes for multiple teams or regions to ensure that all quality and regulatory standards are being met.
• Serves as a leader for operational improvement by: integrating highly advanced knowledge of the incident management process and an understanding of organization-wide initiatives to identify operational gaps that contribute to member customer, employee, or provider dissatisfaction, avoidable incident cases, or member or customer retention issues; developing, implementing, and updating detailed procedures to reflect enterprise-level operational changes and ensure effective change management across multiple teams or regions; and evaluating data and identifying trends across multiple teams or regions to conduct root cause analysis and identify operational solutions across multiple teams or regions.

Job Summary

Oversees case management activities across teams or regions to ensure compliance with rules and regulations. Plans strategies to address process inefficiencies in case management. Develops and implements long-term strategies to improve case research and investigation. Forecasts incident resolution needs and oversees processes for incident resolution. Designs data collection and documentation processes to identify trends and ensure quality and regulatory standards are being met. Updates communication processes and coaches teams or regions to provide exceptional customer service and ensure information provided is accurate and timely. Identifies operational problems and advocates for solutions to improve incident processing and satisfaction metrics. Develops and implements procedures to reflect enterprise level operational changes and ensure effective change management. Evaluates data and trends across teams or regions to conduct root cause analysis and identify operational solutions.

Essential Responsibilities

• Creates and advocates for developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works with leaders and employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; hires, trains, and develops talent for growth opportunities; strategically evaluates talent for succession planning; sets performance management guidelines and expectations across teams / units. Oversees implementation, adapts, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends; shares best practices within and across teams. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams; motivates teams to meet business objectives. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope; encourages development and consideration of options in decision making; fosters access to stakeholders.
• Manages designated units or teams by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed; partners with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies. Aligns team efforts; builds accountability for and measuring progress in achieving results; assumes responsibility for decision making; fosters direct reports to resolve escalated issues as appropriate. Communicates goals and objectives; incorporates resources, costs, and forecasts into team and unit plans; ensures matrixed resources are fulfilling service or performance requirements across reporting lines. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams and units to operate in alignment with operational and business objectives.
• Oversees member, customer, or employee incident case management by: developing long-term strategic initiatives for incidence case management using data and trends from the case tracking database across multiple teams or regions; planning and implementing objectives and strategies for addressing process inefficiencies in case management, such as case volumes that are too high or low, across multiple teams or regions, as well as processing highly complex or high risk cases and managing highly complex teams across all lines of business; and maintaining compliance of case management activities with internal and external rules and regulations across multiple teams or regions.
• Promotes member or employee incident case research by: developing and implementing long-term strategies to improve incident case research activities across multiple teams and regions.
• Determines strategies for the resolution of member or employee incident cases by: forecasting incident resolution needs and priorities to inform strategic planning across all lines of business; and overseeing processes for incident resolution across multiple teams or regions to ensure effectiveness and compliance with internal and external rules.
• Encourages customer service by: overseeing multiple teams or regions to ensure information provided to members, customers, employees, or other stakeholders from staff related to concerns/incidents is accurate and timely; and coaching and guiding team members to provide exceptional customer and member service in cases involving highly charged, sometimes emotional situations and updating communication processes for incident resolution across multiple teams or regions to ensure effectiveness and compliance with internal and external rules and regulations.
• Improves case documentation efforts by: developing data collections processes to ensure that all relevant information to address cases is being gathered and to identify trends through data analysis; and managing and designing documentation processes for multiple teams or regions to ensure that all quality and regulatory standards are being met.
• Serves as a leader for operational improvement by: integrating highly advanced knowledge of the incident management process and an understanding of organization-wide initiatives to identify operational gaps that contribute to member customer, employee, or provider dissatisfaction, avoidable incident cases, or member or customer retention issues; developing, implementing, and updating detailed procedures to reflect enterprise-level operational changes and ensure effective change management across multiple teams or regions; and evaluating data and identifying trends across multiple teams or regions to conduct root cause analysis and identify operational solutions across multiple teams or regions.

Knowledge, Skills and Abilities: (Core)

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Constructive Feedback
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Leadership
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Strategic Thinking
• Team Building
• Teamwork
• Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

• Acts with Compassion
• Adaptability
• Business Planning
• Business Process Improvement
• Conflict Resolution
• Consulting
• Data Entry
• Health Care Compliance
• Health Care Policy
• Incident & Complaint Processes
• Incident Escalation
• Incident Management
• Information Gathering
• Interpersonal Skills
• Investigations Management
• Issues and Crisis Management
• Maintain Files and Records
• Managing Complexity
• Managing Diverse Relationships
• Member Service
• Microsoft Office
• Negotiation
• Operational Policy
• Patient Safety
• Presentation Skills
• Relationship Building
• Service Focus
• Stakeholder Management
• Stress Tolerance
• Time Management
• Trend Analysis

Minimum Qualifications

• Minimum four (4) years of experience in customer service or a directly related field.
• Minimum one (1) year of experience managing operational or project budgets.
• Minimum five (5) years of experience in a leadership role with or without direct reports.
• Bachelors degree in Business Administration, Economics, Health Care Administration, Health Services, Communications, or related field AND minimum seven (7) years of experience in health care, health insurance, sales and marketing, or directly related field OR Minimum ten (10) years of experience in health care, health insurance, sales and marketing, or a directly related field.

Preferred Qualifications

• N/A

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.

Job Duties

For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

• Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (where applicable), and Kaiser Permanente's policies and procedures.
• Models and reinforces ethical behavior in self and others in accordance with the Principles of Responsibility, adheres to organizational policies and guidelines; supports compliance initiatives; maintains confidences; admits mistakes; conducts business with honesty, shows consistency in words and actions; follows through on commitments.
• Job duties with at least occasional or possible access to: (1) patients, the general public, or other employees; (2) confidential protected health information and other confidential KP information (including employee, proprietary, financial or trade secret information); (3) KP property and assets, for example, electronic assets, medical instruments, or devices; (4) controlled substances regulated by federal law or potentially subject to diversion.

Primary Location: California,Harbor City,South Bay Medical CenterScheduled Weekly Hours: 40Shift: DayWorkdays: Mon, Tue, Wed, Thu, Fri, Working Hours Start: 08:30 AMWorking Hours End: 05:00 PMJob Schedule: Full-timeJob Type: StandardWorker Location: OnsiteEmployee Status: RegularEmployee Group/Union Affiliation: NUE-SCAL-01|NUE|Non Union EmployeeJob Level: Manager with Direct ReportsDepartment: Regional Offices - Pasadena - Mbr Svc-Member Relations - 0808Pay Range: $131300 - $169840 / year

Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.

Travel: Yes, 50 % of the TimeWork Setting: Onsite

Worker location must align with Kaiser Permanente's Authorized States policy.

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.