Supervisor, Clinical Contact Center

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

Job Summary

In addition to the responsibilities listed below, this role is also responsible for ensuring cost-effective operations while remaining within budgetary guidelines daily; collaborating with Clinical Contact Center Management to plan and achieve center goals and objectives; coaching assigned team and assists all staff with resolving issues, ensuring staff is providing appropriate member/patient care and service; troubleshooting moderately complex problems with equipment and tools including computers and telephone technology; providing day-to-day management and supervision for the start-up and ongoing operation of a centralized subregional appointment and advice Clinical Contact Center and ensuring all performance metrics are met; analyzing daily, weekly, and monthly statistical reports and making appropriate recommendations/forecasts regarding patient demand and staff schedules; resolving moderately complex patient, provider, and staff complaints, issues, and concerns; providing input into the development of Clinical Contact Center budget and ensures department remains within the budget; coordinating with others to open new services for the Clinical Contact Center and developing and maintaining policies/procedures; identifying gaps to further develop including refreshing strategies, services, and activities to support current and future internal and external member/patient needs in an efficient, high-quality, cost-effective manner; and developing recommendations that support these requirements, prioritizing initiatives and assigns resources to those projects that are selected for implementation.

Essential Responsibilities

• Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.
• Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed. Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.
• Supervises ambulatory operations to support patient care by: facilitating team, meetings and/or management decisions and identifying action items, keeping into consideration compliance timelines and financial commitments; using and providing feedback on standard utilization and productivity reports to achieve performance targets; interpreting data and taking action; supervising human resources including recruitment and selection and promoting active recruitment, and implementing the orientation and employee management; conducting survey and compliance readiness activities, including mock rounds and mitigating issues, to maintain compliance and regulatory standards and delivering requested audit documentation, information, and reports; and assuming accountability for maintaining their teams budget and expenditures and entering payroll.
• Ensures standardized care delivery by: supporting large and/or complex work streams with significant program impact; supervising data collection and using data to inform the development and implementation of plans; coordinating and monitoring daily operational activities involving patient care management; coordinating resources in clinical areas to ensure appropriate assignment and utilization; supervising multidisciplinary ambulatory team(s); helping implement emergency preparedness programs and ensuring the teams emergency preparedness and recovery plans are current and that staff are trained and know what is expected during and after an emergency; and coaching the team and monitoring implementation and delivery on objectives.
• Supervises improvements to patient-centered operations and technology processes by: planning the work of teams on strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; responding to escalations to improve the performance of operations system processes; and implementing performance metrics to track the success of strategic improvement projects.

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)

• Computer Literacy
• Member Service
• Confidentiality
• Training

Minimum Qualifications

• Minimum one (1) year of experience in a leadership role with or without direct reports.
• Minimum one (1) year of customer or member/patient service experience.
• Associates degree in a business, nursing, health care, or directly related field AND minimum two (2) years of experience in business operations, clinical health care, or a directly related field OR Minimum three (3) years of experience in business operations, clinical health care, or a directly related field.

Preferred Qualifications

• One (1) year of contact center experience.
• One (1) year of management or supervisory experience in a clinical or telehealth environment.