[Hiring] Contact Center Specialist II @Kaiser Permanente

Role Description

Provides customer service representation by supporting customers with information and resources or directing them to the appropriate party while following minimal guidance and tracking, escalating, and resolving routine and non-routine issues reported by internal customers, members, patients, providers, and doctors. Contributes to the development of contact center operational insights by gathering and inputting standard and nonstandard operational data to support analysis, with limited guidance, learning to identify operational improvements based on operations analysis results, and preparing operational reports and other analytical outputs for presentation to team members and leadership. Contributes to contact center service quality by investigating standard service quality concerns submitted by members, internal KP staff, and external agencies, follows limited guidance to monitor and flag communications for standard service quality standards and metrics, and remediating performance in response to quality concerns and guidance. Enables high performance contact center operations by leveraging working knowledge of performance standards, measures, and goals to provide consistently high performance and gathering standard operational performance data and reports for review by team members.

Qualifications

• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field OR Minimum one (1) year of experience in customer service or a directly related field.

Requirements

• Knowledge, Skills, and Abilities (KSAs): Acts with Compassion
• Data Entry
• Relationship Building
• Computer Literacy
• Microsoft Office

Preferred Qualifications

• One (1) year of experience in healthcare or another heavily regulated industry (e.g., banking).

Benefits

• Pay Range: $26.44 - $34.16 / hour
• Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency.
• The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package.
• Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.

Company Description

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.