Comm., Mgr., Call Ctr., Learning & Development/RO

Comm., Mgr., Call Ctr., Learning & Development/RO




Primary Functions/Responsibilities:Develops, designs, and conducts learning and quality programs for Appointment/Advice Call Center and Language Resource Line services. Provides analysis and recommendations regarding individual, team and department performance. Accountable for creating a culture of compliance, ethics and integrity. Maintains knowledge of and assures departmental compliance with Kaiser Permanente?s Principles of Responsibility and policies and procedures, and applicable regulatory requirements and accreditation standards. Responds appropriately to fraud or abuse concerns. Supervises 3-4 associates who support learning and development and business excellence. Must be able to collaborate and effectively influence peers to perpetuate a culture of learning and growth. Will assist peers in designing and implementing motivational activities that encourage performance to meet departmental goals. This position will routinely interact with a diverse group of internal customers that include information technology personnel, physicians, shop stewards, and labor management.Required Competencies and Skills:-Excellent communication skills.-Strong customer service orientation.-Project management experience.-Strategic system thinking and implementation.-Curriculum design.Required Education, Experience and Training:-Bachelor?s degree in psychology, education, business, sociology health care or related field required. Equivalent experience may be considered.-Two (2) years of experience I curriculum development to include leadership training programs, workshop design and training/development programs.-Demonstrated effective interpersonal, verbal and written communication skills with emphasis on teaching and group facilitation.-Ability to meet deadlines, ad hoc requests, and handle multiple tasks simultaneously.-Ability to plan and deliver presentations.-Flexibility with job duties and schedule.Preferred Education, Experience and Training:-Master?s degree in health care administration, psychology, education, business, or sociology.-Previous experience in the development and administration of needs assessments and evaluation programs strongly preferred.-Experience within a call center preferred.-Knowledge of Crystal Reporting.