Director Operations Member Services

About the Role

The southern California Local Member Service Department is a regionally based team with offices located throughout Southern California Medical Centers. This Director role will oversee Member Services Operations at Woodland Hills Medical Center and West LA Medical Center, with the expectation to travel to additional sites as needed to support operations and business objectives.

Provide leadership, strategic direction, and support to the Local Member Services professional staff across multiple sites. Responsible for daily operations, initiatives, oversight of case processing, issue resolution, and quality of service provided to both internal and external customers. Partner with Regional and Local leadership, facility personnel, and physicians to minimize financial risk and ensure contract integrity for members.

Responsibilities

• Provides leadership and oversight for member services at designated medical centers, including budgetary, compliance, service, and quality oversight.
• Identifies member and non-member pain points, driving continuous service improvements in partnership with local and regional leaders to reduce complaints and grievances while increasing member satisfaction, growth, and retention.
• Acts as key liaison with the medical group, developing programs and service improvements with medical personnel to enhance member experience and resolve issues effectively.
• Handles high-risk issues by managing timely communication with medical facilities.
• Provides ongoing reports and recommendations to facility departments and physician chiefs related to data analysis and service concerns.
• Oversees daily operations of the member services department, including auditing, training, and analyst work to meet the needs of staff, members, and leadership.
• Identifies member-system conflicts to prevent professional liability, minimize financial penalties, and retain satisfied members.
• Hires, supervises, coaches, and develops staff handling sensitive member issues, fostering a self-directed and empowered team environment.
• Orients and educates facility departments, physicians, and professional staff on health plan products, benefits, regulatory guidelines, and resolution of member questions, complaints, and grievances.
• Fosters a service-oriented work environment emphasizing respect, quality, innovation, teamwork, and alignment with Kaiser Permanente’s vision.

Requirements

• Minimum eight (8) years of management/leadership experience in a complex healthcare (preferably HMO) or service-oriented organization.
• Minimum three (3) years of experience in customer service improvement and process redesign, with openness to creative and culturally sensitive approaches.
• Minimum three (3) years of experience working with accreditation and regulatory agencies (e.g., DHS, DMHC, NCQA, CMS) and preparing information for regulatory audits.
• Bachelor’s degree in Health Care Administration, Business Management, Science, or Business, or four (4) years of directly related experience. High School Diploma or GED required.

Skills

• Outstanding interpersonal, communication, and mediation skills with the ability to partner effectively with diverse stakeholders, including medical staff.
• Demonstrated management and leadership skills, including budgeting, delegation, staff development, coaching, and performance management.
• Excellent presentation and public speaking skills.
• Expertise in team development, service orientation, influence, and change leadership.
• Strong results orientation, initiative, and emotional intelligence.
• Ability to lead, collaborate, and communicate effectively with senior leadership and a broad base of business partners.
• Proven ability to work collaboratively in a Labor Management Partnership.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint), Electronic Medical Records, and statistical analysis programs.

Preferred Qualifications

• Excellent investigation, problem-solving, and documentation skills.
• Master’s degree preferred.

Notes

Oversee two hospitals and provide on-site leadership across multiple service areas throughout the LA Basin as needed.

Primary Location: Woodland Hills Medical Center, Woodland Hills, California.

Schedule: Full-time, Monday–Friday, 08:00 AM–05:00 PM.

Pay

$117,100 – $151,470 per year. Kaiser Permanente strives to offer a market-competitive total rewards package, with pay equity and transparency. The posted range reflects possible base salaries; actual pay will be determined based on labor market data, internal alignment, and a candidate’s relevant experience, education, certifications, skills, and geographic location.

Schedule

• Workdays: Monday–Friday.
• Working Hours: 08:00 AM–05:00 PM.
• Travel: Yes, 50% of the time.
• Work Setting: Onsite (worker location must align with Kaiser Permanente’s Authorized States policy).