Senior Director Regional Member Services

This Senior Director of Regional Member Services will be on site most days in one of the following sites: Anaheim, Irvine, South Bay, Baldwin Park, and Downey.

Technical Summary:

The Senior Director of Member Services leads regional operations that deliver highly responsive, proactive engagement for members and patients across multiple service areas. This role drives key initiatives that strengthen retention, support Medicare 5-Star performance, reduce experience friction, and increase likelihood to recommend Kaiser Permanente. The leader provides strategic direction and oversees day-to-day Member Services operations in medical centers throughout the region, while also supporting service area executives with escalations and incident management.

Job Summary:

Provides strategy and direction to the Member Services function with overall responsibility for the day to day local Member Services operations in medical centers throughout the region.

Essential Responsibilities:

• Provides strategy and direction to the Member Services function across the NCAL or SCAL region.
• Develops and executes strategic plans, policies and objectives with long term, region wide impact to the Member Services function.
• Establishes and executes goals and processes.
• Identifies and drives internal initiatives to improve overall quality performance in Member Services.
• Has region wide control of the planning, staffing, budgeting, managing expense priorities, and performance requirements.
• Oversees the day to day operations in the local medical centers throughout the region to ensure member satisfaction and compliance with ongoing regulatory requirements.
• Manages programs to ensure survey readiness for the Member Services function.
• Partners with leaders in the local medical centers to ensure the implementation of complaint resolution processes and procedures in the medical centers within and across medical centers.
• Works with peers from Member Services and Member Correspondence Center in ensuring integration of the major components of statewide and national share support operations.
• Oversees key operational relationships between NCAL and SCAL Permanente Medical Groups in efforts to achieve quality outcomes and maintain ongoing regulatory compliance.
• Develops and executes best practices for performance measurement.
• Partners with executives from NCAL KFH/HP, TPMG and SCAL Permanente Group (SCPMG) to ensure leveraging of capabilities and sharing of statewide best practices.
• Leads teams through large strategic process improvements and change efforts in the medical centers both at the region wide or local levels.
• Collaborates with Sales, Marketing and medical center leaders to improve member retention, affect growth and improve purchased group satisfaction.
• Kaiser Permanente conducts compensation reviews of positions on a routine basis.
• At any time, Kaiser Permanente reserves the right to reevaluate and change job descriptions, or to change such positions from salaried to hourly pay status.
• Such changes are generally implemented only after notice is given to affected employees.
• Consistently supports compliance and the Principles of Responsibility (KPs code of conduct) by maintaining confidentiality, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable Federal and State laws and regulations, accreditation and licensure requirements, and KP policies and procedures.
• In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by the Kaiser Permanente Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives.
• Accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to each other, to our members, and to purchasers, contracted providers and vendors.