Clinical Desktop Business Process Manager

The Contact Center Strategy provides the Program-wide capability and roadmap for upgrading the technology and redefining the business processes for our 45 Contact Centers across the Enterprise.

Kaiser Permanente
Clinical Desktop Business Process Manager
Pleasanton, Corona, or Oakland, CA
 
 
 
The Contact Center Strategy provides the Program-wide capability and roadmap for upgrading the technology and redefining the business processes for our 45 Contact Centers across the Enterprise.  This $250+ million dollar project will improve customer satisfaction and move Kaiser Permanente ahead of our competitors.  The Business Process Manager is the designated resource responsible for the quality of the business area´s deliverables and for performing the business processes, such as user acceptance testing, that produce those deliverables. Business Process Managers generally control the inputs used in the process and are accountable for the quality of the outputs.  The Business Process Manager is expected to work in conjunction with the Realization Team Leader to ensure that the business requirements are defined and that the program realizes the Business Plan objectives. 
 
This position will have accountability to ensure alignment between the key desktop functionality and its integration with enterprise telephony infrastructure. 
 
Essential Functions
• Primary liaison to the business community.
• Acts as primary point of coordination/aggregation of business requirements
• Ensures that business requirements are defined and feasible.
• Maintains ownership of functional description of the business plan.
• Verifies that the business requirements are supported in the IT implementation
• Provides planning expertise for deploying solutions in the deployment sites.
• Signs off on the system transition strategy and plan, where applicable.
• Contributes to estimates for project costs (time, money, resources, etc.) and assists in managing budgets and schedules for the project´s business resources.
• Maintains constant communications with the RTL regarding process or site deployment issues.
• Identifies deployment environment changes that may impact the solution.
• Up to 75% travel

Basic Qualifications: • Bachelor´s degree required • Minimum of 8+ years of direct business related experience which may include large business technology projects with a significant number of integrated processes.  • Demonstrates ability to direct and manage quality reviews and quality control monitoring for large complex programs. • Competency with Microsoft Office Suite of products (Word, Excel, PowerPoint, Project)  • Ability to travel up to 75%

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