In addition to the responsibilities below, this position is also responsible for managing the resolution of complex issues related to labor relations, employee and department safety, and risk management; leading the implementation of short- and long-term strategic plans to achieve integrated services; managing and monitoring call center and back office direct appointment scheduling for Target Clinics; monitoring the implementation of processes for updating information on Target Clinic website; facilitating the implementation of policies and processes for the virtual-visits (E-visits) program, self-scheduling, telemedicine and other digital technologies in region; facilitating high-quality patient services and operations of the department; making recommendations to leadership to improve the marketing strategy; leading the selection and relationship management of vendors; leading the implementation of patient care delivery systems and practice standards in several locations; delegating tasks related to the investigation and resolution of patient/family/member concerns regarding patient care and services; facilitating collaboration with physicians, outside healthcare providers, and other health care team members to achieve optimal and safe patient care across the continuum; ensuring a safe environment for patients and employees; maintaining clinical expertise, providing clinical supervision, competency and licensing necessary to fulfill job responsibilities and to direct the provision of care in the unit; and performing clinical duties as required.

• Creates and advocates for developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works with leaders and employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; hires, trains, and develops talent for growth opportunities; strategically evaluates talent for succession planning; sets performance management guidelines and expectations across teams / units. Oversees implementation, adapts, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends; shares best practices within and across teams. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams; motivates teams to meet business objectives. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope; encourages development and consideration of options in decision making; fosters access to stakeholders.


• Manages designated units or teams by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed; partners with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies. Aligns team efforts; builds accountability for and measuring progress in achieving results; assumes responsibility for decision making; fosters direct reports to resolve escalated issues as appropriate. Communicates goals and objectives; incorporates resources, costs, and forecasts into team and unit plans; ensures matrixed resources are fulfilling service or performance requirements across reporting lines. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams and units to operate in alignment with operational and business objectives.


• Manages ambulatory operations to support patient care by: providing additional oversight/span of control for, negotiating, and driving timelines for action item implementation and monitoring compliance to financial commitments; identifying, requesting, and implementing workflows and strategies to achieve performance targets and aligning with market strategies; developing and guiding short- and long-term operational initiatives and managing program, services, and/or systems; assuming accountability for human resource management related to performance measurement and employee management; leading continuous survey and compliance readiness activities, including mock rounds and mitigating issues, to maintain compliance and regulatory standards and developing procedures for preparing audit documentation, information, and reports; and contributing to the development, monitoring and control of departmental payroll and non-payroll budget and other aspects of financial management and cost control/reduction.


• Ensures standardized care delivery by: developing strategic partnerships with physicians and subject matter experts and service area leaders and overseeing highly complex workstreams with large program impact; leading the development and implementation of plans, policies, and processes for data gathering, using relevant data gathered, and analysis while ensuring guideline and regulation alignment; aligning patient care management solutions across departments and/or service lines; monitoring and/or managing resources as needed in clinical areas to ensure appropriate assignment and utilization; leading multidisciplinary ambulatory team(s) and holding team(s) accountable for performance; assisting the design of emergency preparedness programs and ensuring the departments emergency preparedness and recovery plans are current and that managers and staff are trained and know what is expected during and after an emergency; and leading project teams, initiatives and monitoring implementation, equitable distribution of resources, and delivery on objectives.


• Manages improvements to patient-centered operations and technology processes by: leading and implementing long-term strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; developing and managing a structured approach for identifying root causes and implementing solutions to improve the performance of operations system processes in response to barriers and/or issues; and ensuring performance metrics used to monitor the success of strategic improvement projects are tied to strategic organizational initiatives.

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Constructive Feedback
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Leadership
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Strategic Thinking
• Team Building
• Teamwork
• Topic-Specific Communication

• Vendor Management
• Business Process Improvement
• Calendar Management
• Change Management
• Compliance Management
• Confidentiality
• Conflict Resolution
• Financial Acumen
• Health Care Compliance
• Health Care Quality Standards
• Human Resources Systems
• Information Systems
• Legal And Regulatory Requirements
• Maintain Files and Records
• Microsoft Office
• Outcome Driven Innovation
• Stakeholder Management
• Talent Management
• Training
• Workforce Planning

• Minimum four (4) years of experience in a leadership role with or without direct reports.


• Minimum three (3) years of customer or member/patient service experience.


• Bachelors degree in a business, nursing, health care, or directly related field AND minimum five (5) years of experience in business operations, clinical health care, or a directly related field OR Minimum (8) years of experience in business operations, clinical health care, or a directly related field.

• Nurse Practitioner Certificate (California) required at hire AND Nurse Practitioner National Certificate required at hire AND Registered Nurse License (California) required at hire AND Nurse Practitioner Furnishing Number (California) required at hire

OR

• Physician Assistant License (California) required at hire AND Physician Assistant National Certificate required at hire

• Controlled Substance Utilization Review and Evaluation System Registration required at hire

• Basic Life Support required at hire

• National Provider Identifier required at hire

• Drug Enforcement Administration Registration required at hire

• Three (3) years of project/program management and/or implementation-related experience.
• Three (3) years of experience in process improvement.

PrimaryLocation : California,Pasadena,Walnut Center - Regional Offices
HoursPerWeek : 40
Shift : Day
Workdays : Mon, Tue, Wed, Thu, Fri
WorkingHoursStart : 08:00 AM
WorkingHoursEnd : 05:00 PM
Job Schedule : Full-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : NUE-SCAL-01|NUE|Non Union Employee
Job Level : Manager with Direct Reports
Job Category : Nursing & Care Delivery Leadership
Department : Regional Offices - Pasadena - Family Medicine-Weekend Episod - 0806
Travel : Yes, 50 % of the Time
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.
For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

• Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (where applicable), and Kaiser Permanente's policies and procedures.

• Models and reinforces ethical behavior in self and others in accordance with the Principles of Responsibility, adheres to organizational policies and guidelines; supports compliance initiatives; maintains confidences; admits mistakes; conducts business with honesty, shows consistency in words and actions; follows through on commitments.

• Job duties with at least occasional or possible access to: (1) patients, the general public, or other employees; (2) confidential protected health information and other confidential KP information (including employee, proprietary, financial or trade secret information); (3) KP property and assets, for example, electronic assets, medical instruments, or devices; (4) controlled substances regulated by federal law or potentially subject to diversion.