For consideration, please visit our career website at www.kaiserpermanentejobs.org to submit your resume online.

This position supports Kaiser Permanente's code of conduct and compliance by adhering to all laws and regulations, accreditation and Licensure requirements, and internal policies and procedures.

Kaiser Permanente is proud to be an equal opportunity/affirmative action employer.

DEPARTMENT: TPMG Administration SCHEDULE: Full-Time regular; 40 hours per week; scheduled days and hours vary EDUCATION / LICENSE / CERTIFICATION: Bachelor's degree required.

Masters degree strongly preferred SKILLS TESTING: N/A QUALIFICATIONS: Minimum of six to eight years of managerial or project management experience, preferably in a large ambulatory care, hospital and/or medical group setting.

Masters degree or clinical licenses (RN etc.) strongly preferred.

Experience working in a complex organizational structure is also preferred.

Proven ability to lead change and inspire change initiatives.

Excellent leadership, project management, and consulting skills.

Excellent verbal and written communication, facilitation and interpersonal skills.

Previous experience in managing budgets as well as managing and prioritizing multiple projects and assignments.

Program development and project management skills are essential and experience applying them in the health care setting strongly preferred.

Proven ability to determine key business issues and develop effective action plans from multi-disciplinary perspectives.

Demonstrated ability to conduct and interpret quantitative and qualitative analyses.

Ability to work independently with excellent problem solving and organization skills; accuracy and attention to detail.

Passionate about member care experience enhancement.

Demonstrated customer service skills with the ability to effectively communicate with, and convey enthusiasm to all levels of management (internal/external), employees, members and the public through verbal and written communication.

In all interactions with patients, members, physicians, staff and visitors, demonstrates service-oriented behaviors and communications that are culturally sensitive, polite and respectful.

Demonstrates openness to creative and innovative approaches to providing an excellent care experience.

Previous experience using various computer software such as Excel, PowerPoint, and Word required.

Must be able to work in a Labor-Management Partnership environment.

DUTIES: Partners with the outpatient and inpatient physician chiefs of service and service teams to develop and implement specific programs to improve the member care experience at the San Francisco Medical Center (for both The Permanente Medical Group and Kaiser Foundation Hospitals).

Promotes member care experience improvement throughout the Medical Center, communicates successes, establishes service priorities and integrates and implements various service-related initiatives.

Partners with the program leaders of Diversity, Wellness, Recognition and Retention to present a positive, integrated message to the medical center that links many of the Employee and Physician Wellness, Recognition, Retention, Diversity, Personalized Care programs directly with service enhancement in the context of a robust local Labor/Management partnership.

Develops and implements programs to raise the awareness of customer service opportunities and challenges in order to enhance the customer service behaviors and skills of physicians and employees and to build cooperation among physicians and staff at every level.

Also builds cooperation between the hospital, clinical and support departments to ensure a seamless member care experience.

Works under the direction of the Medical Center Leadership Team to develop a three to five year Medical Center-wide service enhancement plan and then creates and monitors a specific, yearly service improvement work plan.

Advises the Leadership Team on service issues of strategic importance.

Manages external consultants assisting with service enhancement efforts.

Supports and facilitates service-related workgroups and meetings for small department-based groups, medium-sized cross-functional Medical Center workgroups and (occasionally) large-scale service meetings for all Medical Center department leaders - approximately 175 individuals.

Organizes, schedules and provides service enhancement trainings.

Delivers half-day service immersion session for New Employee Orientation (twice per month) and provides service training and facilitation at local New Physician Orientation.

In 2006-07, among other initiatives, will lead specific trainings based on "hiring for service" best practices.

Develops and manages budget for the service initiative.

Sets short- and long-term goals and metrics for service enhancement in the Medical Center business planning process.

Monitors and analyzes trends in quarterly Member-Patient Satisfaction (outpatient care experience) scores and HCAHPS (hospital care experience) scores.

Initiates ad hoc, focused member surveys (using volunteers and staff) and develops "mystery shopper" programs.

Supports developing and conducting focus groups.

Supports the administration and results sharing of annual People Pulse (employee satisfaction) survey.

Looks for correlations between employee and physician satisfaction survey results and member-patient survey results and creates strong messages and programs aimed at optimizing employee, physician and member care satisfaction scores simultaneously.

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