Job Summary:Oversees and coordinates queue for virtual urgent care services across multiple markets. Enables function to meet member needs across all shifts, supporting a 24/7/365 team. Organizes resources to balance incoming phone, video, and chat volumes, out of queue work, and other key operational tasks to support virtual urgent care.Essential Responsibilities:
Oversees all queue activity for on-demand virtual care services across multiple markets.
Acts as point of contact for on-demand virtual care queue coordination with supervisors, managers and senior leadership via phone, email, Teams and face-to-face communication.
Analyzes queue and chat data and summarizes patient experience for local and national Health Plan and Medical Group leadership.
Liaisons with Health Plan and Medical Group leaders to review data and make recommendations on staffing and workflows.
Facilitates daily conference calls with management and communicates staffing updates and plans to all management.
Coordinates with market resources to enable a seamless experience for our members.
Serves as air traffic control for the on-demand virtual care services, appropriately shifting patients within care channels.
Partners with physicians and providers to manage different queues (Adult + Pediatrics, Multiple Markets, Phone, Video).
Monitors waiting room chat and queues; moves patients when physician/provider shifts end, particularly in cross-market coverage scenarios.
Reassigns patients as needed depending on level of need.
Support of chat services, as needed.
Coordinates with department managers and supervisors during disaster recovery. Monitors and reports staff and queue status to ensure minimal impact to member care and service levels to support business continuity efforts.
Performs other related duties, as directed.
Basic Qualifications:Experience
Minimum one (1) year of experience in a call center environment or monitoring a control desk.
Education
High School Diploma or General Education Development (GED) required.
License, Certification, Registration
N/A
Additional Requirements:
Proficiency in the use of applicable computer software required.
Basic computer skills required.
Ability to handle the confidential information required.
Effective communications skills required.
Ability to multi-task between communications and monitoring applications required.
Knowledge of office procedures including computer database maintenance/applications, spreadsheets and record systems, business organizational skills required.
Ability to type 35 wpm with 90% accuracy.
Preferred Qualifications:
One (1) year of supervisory experience preferred.
Bachelors degree preferred.
Notes:
Hours may vary/variable shift times, 8-hr and 10-hr shifts
COMPANY: KAISERTITLE: Coordinator, Queue Management Virtual CareLOCATION: Hillsboro, OregonREQNUMBER: 1285650External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.