The Customer Service Technology Strategy team is focused on developing and managing a comprehensive system and technology capabilities roadmap for MSSA's Customer & Member Services (C&MS) organization. Working with functional area partners within C&MS as well as across other functional areas including Claims, Medical Group, Sales & Account Management, Corporate Services and others, the team is focused on identifying opportunities for improving the end-to-end Kaiser Permanente experience of our members and customers. Opportunities for improving the overall operational and cost efficiencies of C&MS are a particular focus. The team works closely with project and program management teams in the operational units as well as with Kaiser Permanente leadership to realize the benefits from a broad range of initiatives.
Essential Functions:
- Broad application of principles, theories, and concepts in applicable discipline, plus working knowledge of other related fields.
- Uses professional concepts in accordance with company objectives to solve complex problems in creative and effective ways.
- This job is the fully-qualified, career-oriented, journey-level position.
- Demonstrates functional area business processes and assigned and thoroughly understands cross functional areas.
- Directs the analysis of enterprise-wide or very complex client needs in project areas such as new/existing business operating models, innovative approaches to solutions support, market research of emerging or available product functionality and operational readiness assessment.
- Directs the development of comprehensive and strategic business cases with cost/benefit dimensions of proposed projects that are used at management and executive levels for funding and scope decisions.
- Accountable for tracking and/or monitor and report for senior mgmt the results of actualization of benefits.
- Directs/conducts the analysis of current business processes and functional requirements.
- Prepares appropriate documentation to communicate and validate the information.
- May develop project plans.
- Identifies and coordinates within other project managers and implements schedule deadlines as appropriate.
- Manages common resource demands.
- Provides on-going project management and status reporting at all levels.
- Provides advice and input into the project plan.
- Responsibilities impact the achievement of integrated functional and company objectives.
- Influences the development of the functional and company objectives.
- Erroneous decisions or recommendations would normally result in failure to achieve functional and company objectives and negatively affects expenditures and resources.
- Chooses, recommends, creates and/or adopts techniques, standards and methodologies to apply.
- Makes recommendations for improvements to KP standards/methodologies.
- Establishes relationships with supervisors, peers and project member to obtain necessary resources and gain support in project delivery.
- Intentionally builds relationships across the organization to gain buy-in and move initiatives forward.
- Knows how and where to position an initiative or change effort in order to enhance its likelihood for success and calls upon others to use their relationships to drive initiatives forward.
- Makes timely decisions based on knowledge and understanding of key business opportunities.
- Ensures that all actions and decisions made (by self and staff and/or team) support established strategies and improved performance.
- Makes decisions which reflect insight into key market and health care trends/issues, customer information and relevant internal data.
- Involves a high degree of interpretation and analysis of obscure and inconclusive data.
- Assume other duties as directed.
Qualifications:
Basic Qualifications:
- Total of ten (10) years, to include three (3) or more years in a consulting role.
- Five (5) years experience in healthcare environment or five (5) plus years of experience working in a department relevant to the current posting.
- Bachelor's degree in health care administration or related discipline, or equivalent experience.
- Preferred certification or advanced qualification by third party association that matches the function or field applicable to the business discipline (such as AHIP or HIAA).
- Preference for certification by professional society or industry group such as AHIP or HIAA.
- Influences multiple cross-functional and/or multiple cross divisional task forces to identify and document functional requirements, workflow, information sources and system/process specifications.
- May establish cross-functional task forces.
- Thorough knowledge of platforms of the assigned functional areas and multiple cross functionally based on assignment.
- Promulgates test plans.
- Provides subject mater expertise to cross-divisional, common business areas.
- Make recommendations regarding business strategy and policy development.
- Sets and works to meet challenging goals that will improve performance of project team or organization unit.
- Assesses the needs of a job and objectively matches the strengths of a person to that job to ensure maximum performance and results.
- Makes fact-based decisions, sets priorities or chooses goals on the basis of calculated inputs and outputs (i.e., potential profit, return-on investment, EVA, or cost-benefit analysis).
- Measures and tracks key business results and processes against external best practices and assess improvement in these terms.
- Stands by decisions that benefit members/customers even if they are unpopular or impact short term performance.
- Defines and articulates strategies and changes based on their impact on customer/member satisfaction.
- Demonstrates primary commitment to member/customer needs (before other requirements), intervening and taking dramatic action as needed.
- Eliminates duplication and aligns systems across a market or service area to balance resources and ensure the delivery of quality member/customer service and care.
- Maintains a view of multiple complex internal and external variables and interrelationships that impact Kaiser Permanente.
- Uses organizational strategy as a framework for developing strategy for a particular market, service area or function.
- Consistently makes decisions recommendations and takes actions which fully support targeted strategic changes, thinking three (3) or more years out.
- Comment: Consultants make recommendations, operational managers make decisions.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.