Corona, CA: Kaiser to close call center

243 jobs to be lost by March; new jobs coming this summer

Kaiser Permanente plans to close its Stockton customer call center, and the 243 jobs it provides, by March, officials announced Thursday.

Some of those workers, and at least one longtime Kaiser patient, were understandably upset by the news. However, Kaiser executives said they would create new opportunities in Stockton, including 170 new, higher-paid medical coding jobs beginning this summer.

Tamika Edwards, a call center employee and Stockton resident, was angered by Kaiser's move to consolidate its national call center operations in three locations: Corona, Maryland and Colorado.

In recent months, Stockton workers had seen some of their work shifted to Corona, which already handles two-thirds of customer calls in California and changes to make that transition easier, Edwards said.

"We've been asking management for months, is the call center closing?" she said. And until Thursday, the answer had always been no. "They say they didn't see this coming."

Michelle Smith, a Stockton resident and a Kaiser patient for the past 19 years, said she loves her Kaiser physicians but complained the cost of coverage has been increasing while services, such as after-hours care and access to treatment at Dameron Hospital in Stockton, have been curtailed.

"Now that (call center) is closing in Stockton. Is that going to affect me?" Smith worried. "I'm, like, ready to cry."

Call center workers only answer questions about benefits, available coverage and services, and facility information, said Melanie Hatchel, Kaiser's public affairs director for the Central Valley.

Physician appointment and medical advice calls will continue to be handled in Stockton, she said.

"There really won't be any impact on patient care," Hatchel said.

As for the affected workers, including 192 union members, Kaiser officials said all would be offered a wide range of employment, retraining and educational options. Sixteen have already been placed in new jobs.

"We have a long-standing commitment to this community. So we are going to do everything possible to transition our employees into other jobs and offer them other opportunities," Hatchel said.

While details still need to be worked out with the union, call center workers are expected to get priority for training and placement into the new coding positions; placement assistance into other Kaiser jobs in the Valley and Northern California; and tuition assistance, including enrollment at the new Kaiser Permanente School of Allied Health Sciences Stockton campus.