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 licensure 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.
Participates in the review and implementation of training programs for all staff including but not limited to: new orientation, coach training, retraining, new technologies and other training necessitated by regulatory changes. Assures correct, clear and professional interactions with customers to increase confident and satisfying relationships
Monitors a subset of each employee's phone volume to ensure positive member interaction and adherence to scheduling guidelines and call process. The outcome of remote monitoring is the evaluation and documentation of performance as it relates to pre-recorded calls. The outcome of side-by-side coaching is same-time evaluation and documentation of performance. Communicates results of monitoring: Gives immediate feedback during side by side coaching, providing real-time evaluation of calls and direct individualized intervention. Interfaces daily with Quality/Training Supervisor to communicate results of monitoring efforts (both real-time and recorded calls) promoting the development of further training material and imparting the necessary data for evaluation of recent training efforts. Analyzes and communicates with Quality/Training Supervisor and employee's assigned supervisor regarding patterns and trends in individual and team performance.
Participates in SPOC as the Clinical Contact Center Teleservice Content Expert; attends bi-monthly SPOC meetings for respective Service Line (Adults, Peds, OB); Develops and maintains relationships and effective communication with all levels of Clinical Contact Center staff and HCT physicians to facilitate problem identification and resolution.Ensures all requests from staff members are addressed and resolution communicated.
Maintains knowledge and competency related to all changes in appointment guidelines, regional pilots, system enhancements and any changes which could affect patient interaction and the appointment making process.
Helps the Quality/Training Supervisor obtain materials for training and delivers training modules developed by the Quality/Training team.
Performs other duties assigned.