NCA Service Liaison Team Leader at Kaiser Permanente

Posted in Other 15 days ago.

Type: Standard
Location: Rancho Cucamonga, California

Job Description:
The purpose of this position is to become engaged with the regional departments and provide excellent customer service to our regional partners. This includes the active engagement at leadership meetings conducted by the NCA and regional HPSA VP. This includes becoming a trusted partner of the HPSA VP's leadership team, partnering with the leads to understand regional initiatives, strategies, and challenges. Act as a messenger from the NCA in regional meetings; engage NCA leaders as needed in the regional meetings. This position is based upon a need for strong collaboration to ensure superior service is provided to our members and providers. Working with the national claims administration team and regional leadership, the position will have regional service engagement responsibilities.

Essential Responsibilities:
  • Builds relationships with key service area and PMG leaders in region and partner with them to understand initiatives, service request needs, strategies and challenges.
  • Partner with NCA leaders to provide the voice of the region during issue management, planning and performance review sessions.
  • Provide transparency to the NCA leaders re: issues and areas for improvement.
  • Assist with operational readiness activities with regional leaders for system/process deployments.

  • Participate in regional meetings with customers/vendors as needed to represent the NCA, when in-person is required.

  • Provide command center support during releases/upgrades as needed.

  • Provide hands-on support to the regional departments regarding system challenges, engaging NCA team members when required for assistance.
  • Accountable for communication, implementation, enforcement, monitoring, and oversight of compliance policies and practices.

    Basic Qualifications:
  • Minimum five (5) years of management experience.
  • Minimum ten (10) years of process and/or project management, consulting, or related business experience.

  • Bachelor's degree 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:
  • Experience in Client Services.
  • Project Management experience in achieving results through others in a complex matrix organization.
  • Industry knowledge of standard health plan operation processes and infrastructure.
  • Ability to see and understand end-to-end processes, cross boundary dependencies and 'down-stream' effects.
  • Ability to influence and persuade at all levels of the organization through large group presentations as well as small group communications. Ability to gain confidence and support of customers.
  • Success in managing complex projects, affecting multiple stakeholders and applications, preferably in a multi-regional or multi-business unit organization.
  • Collaborative style with ability to engage multiple diverse stakeholders with differing views.
  • Must be able to work in a Labor/Management Partnership environment.

    Preferred Qualifications:
  • Knowledge of process management/improvement, methodologies preferred.
  • Health plan management knowledge preferred.

  • Graduate degree in a business or management discipline preferred.

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