Kaiser Permanente

Incident Management Specialist III, Resolution Specialist- Must live in GA, CO, WA, CA, MAS

Corona, CA, US · Mid

Sponsorship not specifiedDetected 1 day ago

Process ImprovementCustomer SupportResearchCollaborationMentoring

About the role

Essential Responsibilities: Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members.
Listens to, seeks, and addresses performance feedback; provides mentoring to team members.
Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes.

Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples.
Supports and responds to the needs of others to support a business outcome.
Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives.
Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information.
Supports, identifies, and monitors priorities, deadlines, and expectations.
Identifies, speaks up, and implements ways to address improvement opportunities for team.
Performs case documentation by: maintaining confidentiality of member, customer, or employee information throughout numerous documentation activities for moderately complex or specialty/flagged cases; and documenting moderately complex or specialty/flagged cases in accordance with all internal and external requirements.

investigating claims, authorizations, member contracts, and/or customer service interactions across members and customers to make determinations for moderately complex and specialty or flagged incident cases.
providing accurate information to members, customers, employees, or other stakeholders related to the status and outcomes of moderately complex or specialty/flagged cases in an appropriate timeframe; and communicating with and diffusing frustrated members, customers, or other stakeholders in moderately complex or specialty/flagged cases involving highly charged, sometimes emotional situations.
Performs member or employee incident case research by: investigating claims, authorizations, member contracts, and/or customer service interactions across members and customers to make determinations for moderately complex and specialty or flagged incident cases.

This listing is sourced directly from Kaiser Permanente's careers page and normalized into a canonical job model.