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Call Center Control Desk Coordinator - Part Time - Fair Oaks

Fairfax, VA

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This position 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 the applicable federal, state and local laws and regulations, accreditation and licenser requirements (if applicable), and Kaiser Permanente's policies and procedures. In addition, Regional leaders are accountable for communication, implementation, enforcement, monitoring and oversight of compliance policies and practices in their departments.

Essential Responsibilities:
Acts as point of contact for control desk coordination with supervisors, managers and senior leadership via phone, email, Skype and face-to-face communication.
Responsible for monitoring and managing multiple department call queues, service levels and staff phone activity. Identifies when departmental support is needed and coordinates cross trained staff to be moved, as necessary.
Provides prompt and accurate response to contacts made to control desk, recognizes trends and recommends intraday interventions to ensure operational performance meets standards.
Prepares and distributes frequent reports and analyses of data to department management, labor partners and senior leadership.
Manages resources to complete off-phone work based on work volume and needs.
Maintains control desk log and verifies information to ensure accuracy or obtains missing data, by telephone or email.
Coordinates with department managers and supervisors during disaster recovery and evacuations. Monitors and reports staff and queue status to ensure minimal impact to member care and service levels during a relocation or evacuation. Documents regional evacuation report.
Performs other related duties as directed.

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