ED, Document Management Shared Services

This position is responsible for the leadership, strategic direction, and execution of operations related to generation and fulfillment of member, provider, employer and broker administrative documents across the KP enterprise along with clinical communications for about half the enterprise. This includes successfully educating, supporting, and promoting utilization of a common enterprise solution and shared service to ensure the continued adoption (e.g. the current annual document volume is over 200M across over 2000 individual document types). As a shared utility, DMSS is designed to continually expand its scope of capabilities, which currently include composition, archival, fulfillment, online presentment, vendor management and distribution. Planned future functionality includes composition and translation services as a national shared service. DMSS is currently accountable for daily fulfillment and maintenance of HP administrative and clinical notification and instructional correspondence (e.g., personalized member communications containing sensitive information). This position is responsible for developing the domain expertise to engage with and win adoption from executives across new business verticals including KP-s enterprise Pharmacy Operations, Patient Financial Service/Cost Estimation Functions, Sales and Account Management, and direct regional functions. To date, the DMSS function has reduced KP-s annual print/postage budget by over 50%. This position is accountable for developing ongoing strategies and action plans that increases this savings. This position is responsible for working cross functionally and cross regionally to optimize the member experience and efficiency in this domain by leading the ongoing delivery/support of services and close oversight of the technology that fulfills business strategies and customers experiences. This position will act as an advisor to functional stakeholders, leaders, and communities of interest (Kaiser Permanente regions NCAL, SCAL, NW, WA, CO, GA, HI, MAS) in matters of document management strategy, technology, and services. While representing business interests, this position will foster and maintain relationships with multiple document fulfillment vendors, such as Broadridge and Arvato to ensure that contractual obligations and Service Level Agreements are met and to identify and leverage emerging market trends and technologies.

• Educate and engage to influence, demonstrate value and achieve buy in with Health Plan and Medical Group leaders to ensure that KP can capitalize on the savings and the improved customer service and experience associated with a centralized shared service.
• Oversee the work of the Directors to help identify, plan for and develop strategies, services and activities to support current and future internal and external customer needs in an efficient, high-quality, cost-effective manner.
• Provide leadership and direction to Director led teams to set up and optimize how to ensure performance results, maximum productivity, cost effectiveness and customer service quality are met.
• Develop and maintain the document management capability road map for both the technology and supporting business processes, keeping current with market advancements.
• Collaborate with operational, business leads across the enterprise to develop common document management solutions to address the complex and diverse regulatory requirements, the dynamic needs of the customers and the requirement to improve efficiency and ADA compliance.
• Oversee the processes to ensure that all personal health information is secure and properly handled, including being ultimately accountable for ensuring the design, storage, solution testing and access of information meets regulatory requirements.