Kaiser Permanente Coordinator Call Center Control Desk - Part Time - Fair Oaks in Fairfax, Virginia
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.
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.
Shift will post as: Week 1) Sunday 9:00 am - 5:30 pm, Monday and Tuesday 11:30 am - 8:00 pm and Week 2) Monday, Tuesday 11:30 am - 8:00 pm, Saturday 9:00 am - 5:30 pm.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
Proficiency in the use of applicable computer software required.
Basic computer skills required.
Ability to handle the confidential information required.
Effective communications skills required.
Ability to multi-task between communications and monitoring applications required.
Knowledge of office procedures including computer database maintenance/applications, spreadsheets and record systems, business organizational skills required.
Ability to type 35 wpm with 90% accuracy required.
- One year of experience in a call center environment or monitoring a control desk.
TITLE: Coordinator Call Center Control Desk - Part Time - Fair Oaks
LOCATION: Fairfax, Virginia
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, 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.