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Director Consumer Experience & Health Information

Expired Job

Kaiser Permanente Rockville , MD 20850

Posted 2 months ago


This role is accountable for facilitating and improving the end to end member experience, including member experience as it relates to health information and medical records. This role provides the vision, leadership, development, operational and fiscal management for the functions that perform these activities. Accountable for creating a culture of exceptional member experience, performance, compliance, ethics, integrity within the context of Kaiser Permanente's mission.

Essential Responsibilities:

Provides strategic leadership for key member experience functions, including health information and medical records, by planning and executing strategic actions throughout the region supporting the Kaiser Permanente's mission, goals, policies and procedures. Creates and manages a culture that understands and supports the organization's vision and philosophy.

Works closely with other departments to coordinate efforts, share best practices and promote consistency in processes. Ensures a seamless and exceptional member experience.

Develops communication strategies and key processes, including project updates, metrics, policy changes, and national collaboration, to promote operational efficiency and positive member experience.

Implements and evaluates organizational structures, policies and personnel management practices to achieve effective leadership of key operations, including health information and medical records. Ensures the recruitment, training and retention of key leaders.

Oversees direction of operational activities to improve processes, ensure adequate staffing, with a focus on customer satisfaction. Develops accountabilities for department staff. Provides coaching, counseling, leadership to management to address human resource issues.

Meets quality and standards as developed through internal processes. Develops, measures and manages a high-performance culture, effectively maintaining a high performing team.

Oversees the application of standards and guidelines to key operational practices and systems applications. Leads the organization through changes to meet industry requirements.

Participates in labor negotiations, compilation of contract interpretation manual and provides documentation of dialogue during labor negotiations. This includes sponsorship of Unit Based Teams and facilitation of process improvement, including issue resolution and grievances.

Basic Qualifications:


Minimum six (6) years of management-level experience within Kaiser Permanente, large hospital system or large Managed Care Organization (MCO).

Minimum four (4) years of experience leading and managing teams, including teams with union representation.

Minimum four (4) years of healthcare operational management

Minimum four (4) years of experience managing complex, large scale projects and/or multiple departments and establishing detailed work plans and setting priorities.


Bachelor's degree required, OR four (4) years of experience in a directly related field.

High School Diploma or General Education Development (GED) required.

License, Certification, Registration


Additional Requirements:

Experience leading and managing significant change and transformation efforts.

Experience developing a strategic direction, operation vision, and implementation plans in a health care setting.

Experience working in a labor environment.

Demonstrated thorough knowledge of sound business practices and management principles and techniques (e.g., financial management, strategic planning, personnel management and assessment management).

The ability to make presentations to various professional and public groups in formal, informal, and impromptu situations.

Ability to respond calmly and professionally in stressful situations.

Preferred Qualifications:

Experience working with electronic health records systems.

Demonstrated comprehensive knowledge of contemporary health information practices in a large health care setting.

Knowledge and experience with state, federal and regulatory agency standards, laws, rules, and regulations.

Technical knowledge in managing Release of Information, record abstracting, medical records, transcription, and common platforms used within Health Information Management disciplines.

Registered Health Information Administrator (RHIA) or Registered Health Information Technician (RHIT) preferred.

Master's degrees in Health Information Management, Health Care Administration, business OR six (6) years of experience in directly related field.

Primary Location: Maryland,Rockville,Rockville Regional Offices 2101 E.

Jefferson St. Scheduled Weekly Hours: 40 Shift: Day Workdays:

Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: 5:30 PM Job Schedule: Full-time Job Type: Standard Employee Status:

Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Director/Senior Director Job Category:

Customer Services Department: Consumer Experience Travel: Yes, 50 % of the Time

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Director Consumer Experience & Health Information

Expired Job

Kaiser Permanente