Angela Head

Supervisor, Contact Center Operations @Kaiser Permanente

Duluth, GA, US

Develop and sustain high performance work teams that consistently achieve service standards, customer satisfaction, clinician satisfaction, and financial performance targets. • Supervises the activities of the Patient Access Specialists and/or Communication Operators at the KPNW Contact Centers in the utilization of Kaiser Permanente services, patient access and the resolution of member questions. • Coaches and mentors staff on an ongoing basis to ensure that individual statistics are within targets needed to meet service standards. • Develop and retain competent, satisfied staff; recruit, interview, select, hire, orient, evaluate, counsel; implement corrective action plans and terminate employees when necessary. • Represent and serve as a champion for the Contact Center and the voice of the member in meetings and work groups. • Comply with monthly rounding, thank you notes, and regular performance discussions to support staff to provide service excellence in their positions.• Partner with the Contact Center Leadership Team to plan and achieve department goals and objectives, including system implementation, revisions to protocols, program development, and quality assurance activities which ensure a quality member experience.

Clark Atlanta University

Bachelor of Science (BS), Computer Science