Kaiser Permanente Appointing Systems Optimization Specialist in Hillsboro, Oregon

Provides leadership, oversight, and facilitation of access management systems workflows and enhancements in Ambulatory Care, thereby supporting KPNW in achieving its performance targets.Provides support for systems changes and other activities associated with establishing and sustaining a robust process improvement culture including the development and implementation of standard processes, documentation, workflows, procedures and performance improvement opportunities across Ambulatory Care.Key focus areas are access management and KPHC related builds/workflows.

Essential Functions:

  • Drive for Business Value: Develop and maintain both systematic and business process flows for care delivery, and ensure that assigned tasks and responsibilities are accomplished in a timely manner. Plan, organize and control multiple responsibilities and resources to achieve project objectives as they relate to the construction and augmentation of the appointing process. Recognize and anticipate scope issues and establish communications with internal customers (clinicians, managers and labor partners) to continually improve process. Manages initiatives with limited oversight, using standard project management

methodologies. Establishes processes and creates effective project management tools to help guide process improvement efforts and to achieve desired outcomes. Scopes organizational and process components and develops appropriate approach. Leads project teams through complex initiatives. Identifies issues and works to facilitate resolution. Anticipate issues as they relate to appropriate responsive service delivery to the member; assess alternatives. Take appropriate measures to resolve in a professional, tactful manner. Ensure regional compliance standards and departmental protocols and procedures are met. Maintain process standardization and correct level loading of resources to ensure maximum value is achieved.

  • Apply Analytical/Critical Thinking: Identify operational and strategic implications in structuring work and results. Make difficult ideas and concepts easy-to-understand (e.g. using diagrams, analogies, etc.). Generate new perspectives, frameworks or innovations that enable problem resolution. Direct and execute creative analytic approaches in identifying process improvement strategies and initiatives in the day to day delivery of all services and activities within the appointment center. Engage specialty care experts and voice of the customer in problem-solving. Develop modifications or innovations to address limitations of existing approaches to a problem and / or situation. Base all recommendations and decisions on fact-based analysis. Translate client expectations, including member feedback and incorporate into practical, project objectives, which aim to provide integrated total solutions. Develop innovative analytic approaches which address multifunctional client needs and diverse or complex situations. Structure analysis approach for others.

  • Demonstrate Execution Excellence: Consider the impact or effect process changes have within the system and ensure appropriate measures are implemented to increase overall value and efficiency. Drive measurable improvements in customer, productivity and process flow. Ensure deliverables meet business objectives, design specifications and quality standards. Build follow-up mechanism/maintenance plan into all process changes to ensure that implemented modifications will be sustainable. Identify barriers to all process improvement efforts.

  • This job description is not all encompassing.

Basic Qualifications:


  • Minimum three (3) years of managerial/leadership experience including coaching and skill development of team members.

  • Minimum three (3) years of combined experience in process improvement and managing complex projects.


  • Bachelor's degree in business administration, health care administration, business or healthcare OR four (4) years of experience in a directly related field.

  • High School Diploma or General Education Development (GED) required.

License, Certification, Registration

  • N/A

Additional Requirements:

  • Demonstrated ability to: Coordinate large interdisciplinary team members on complex, system wide projects.

  • Manage multiple strategic projects to achieve expected outcomes, on time, within budget.

  • Facilitate teams or groups of key stakeholders from all levels and segments of the organization, build teams, and resolve conflict.

  • Influence strategic change in an organization.

  • Develop and execute fact-based, data-driven methodologies to help specialty care achieve its goals.

  • Conduct, interpret and present quantitative/qualitative analysis.

  • Determine the key business issues and develop appropriate action plans from multi-disciplinary perspectives.

  • Strong interpersonal and communication skills (1:1, peer, multi-disciplinary group, presentations, written).

  • Use some judgment to review recommendations to organizational problems and determine course of action.

Preferred Qualifications:

  • Minimum five (5) years of experience in leading complex task groups.

  • Minimum five (5) years of experience in project/program planning and administration.

  • Minimum three (3) years of experience in supervision.

  • Experience in using process improvement tools including, but not limited to: Value stream mapping, DMAIC, Kaizen events/workshops, standardized work.

  • Master's degree in health care administration, business administration OR six (6) years of experience in a directly related field.

  • Strong proficiency in the use of current software, including spreadsheets, process mapping tools, project workplan tools, charts and graphs, and basic Microsoft applications.

  • Intermediate to advanced knowledge of analytic techniques pertinent to planning, finance, management engineering and medical economics.

  • Basic understanding of advanced analytic techniques such as dynamic modeling/simulation advanced operations research techniques.

  • Ability to design and deliver formal training programs to staff and customers on advanced and analytical tools and techniques.

  • Working knowledge of state and federal employment laws and regulations.

  • General knowledge of labor contracts and benefit programs.


TITLE: Appointing Systems Optimization Specialist

LOCATION: Hillsboro, Oregon


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.