Director, Member Experience

As the service leader for their service area (Baltimore, DCSM or NOVA) the Director is accountable for facilitating and improving the end to end member experience within the centers under their purview. Accountable for the supervision of non-clinical administrative staff including Medical Center Administrative Managers, reception, health information management services and member services. The Director will develop and lead a team of service professionals that support members at various touch points as part of their experience. As the service area lead for service, the Director will have a working knowledge of medical office member satisfaction metrics and trends and in collaboration with HP and MAPMG leadership, define and coordinate service improvement opportunities. Working in collaboration with NFS, Marketing and others in the region, the Medical Center Service Administration Senior Manager will ensure that the member experience with the medical office building meets the brand standards of Kaiser Permanente.Essential Responsibilities:

Provides overall leadership (responsibility and oversight/management) and strategic/operational planning to all Member Service departments within their service area, including budgetary, compliance, service and quality oversight of these areas through the Medical Center Administrative Manager (MCAM) that report directly to this position.

Sets the strategic direction, operation vision, and implementation plans for the member services at medical center. Works collaboratively with other Medical Center Service Administration Senior Managers in creating consistent processes, policies and protocols.

Ensures the effective operations of all Member Service departments within their respective service area by providing support and direction to the MCAM within their chair of command.

Ensures adequate staffing and appropriate resources are available in the local Member Service departments to include but not limited to payroll and non-payroll oversight.

Effectively communicates needs, issues, achievements, etc. to the Regional Director and/or other applicable leadership.

Works with service area leadership to ensure that all local Member Service departments are effectively serving internal and external customers, participating in facility service improvement activities, and effectively working with physicians and managers to resolve patient issues as quickly and effectively as possible. Leverages and/or develops relationships between medical centers to achieve results and improve member satisfaction.

Oversees Medical Center Administrative Managers who manages front-line staff that support reception, Health Information Management, Local Member Services, and other administrative functions within the multi-specialty medical office building to include but not limited to MOB AA(s), Switchboard Operator(s), and Patient Transporter(s).

By service area, is responsible for oversight of HIMS and Member Services case processing, issue resolution, quality of information, and service provided by staff to both internal and external customers. Accountable for ensuring that service level agreements are maintained and met by both HIMS/Membership Services and medical office building management. Establishes and monitors medical office dashboard inclusive of member satisfaction, HIMS productivity, and member service grievance turn-around time.

Conducts rounds of centers to ensure operational readiness; collects and addresses issues and concerns that could impact daily operations. Rounds to include the following:

Member satisfaction

Staff Engagement

Workplace and Employee Safety

Brand image of Physical Plant

Facilitate problem solving and conflict resolution of operational issues to ensure an extraordinary member experience to include serving as the escalation point for member issue resolution.

Serves as a liaison for medical office operations to partner with support services to include: NFS (Engineering, Security, EVS, Clinical Technology, and Projects), Workplace Safety, Information Technology, and Telecom). Monitors aforementioned partners turn around time with requests and escalates items outside of service level agreement.

Partner with leadership within the MOB, across Medical Centers, and Service Areas to ensure high quality of care and service across the continuum of care.

Serves as the backup building's Emergency Coordinator during normal business hours; during off hour emergencies, may be called upon to participate on emergency response team.

Partners with center and area leadership to develop center based capital planning lists as it relates to non-clinical areas.

Acts as a role model and represents Kaiser Permanente by participating in community service organizations and events. Creates climate of civic responsibility within MOB.

Utilizes all available information technology systems (KP HealthConnect, MACESS, Payroll applications, MyIT, KP Identity Manager, e-Rounds, OneLink, KAT, and other medical applications) to enhance the member experience.

Other duties as assigned.

Basic Qualifications:Experience

Minimum eight (8) years of work experience in facility operations or support services required.

Minimum five (5) years of managerial experience required.

Education

Bachelor's degree required.

License, Certification, Registration

N/A

Additional Requirements:

Experience with personal computer required.

Ability to handle multiple projects and priorities at one time.

Excellent written and verbal communication skills.

Demonstrated customer focus.

Ability to be persuasive and exert influence.

Preferred Qualifications:

Previous experience in a managed care setting preferred.

Experience working in a Labor Management Partnership environment preferred.

Experience in a hospital or outpatient medical center preferred.

Ability to be proactive and champion innovation and change preferred.

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.External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.COMPANY: KAISERTITLE: Director, Member ExperienceLOCATION: Halethorpe, MarylandREQNUMBER: 868109External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.