Kaiser opens 400-employee 'contact center' in Hillsboro

To increase its presence in Hillsboro, and to consolidate all its redundant Portland metro area facilities, Kaiser Permanente Northwest has opened its Tanasbourne Regional Contact Center in North Hillsboro.

Kaiser’s newest 400-employee facility will house all of the region’s appointing and advice nurse services, as well as a physician-led virtual care team.

The opening of the contact center bolsters Kaiser’s Hillsboro services by combining efforts with the Westside Medical Center and the Hillsboro Medical Office.

“Bringing these services together in a single, state-of-the-art facility allows us to give our members a seamless experience whether they call for an appointment, health advice or a virtual visit with a physician,” said Belinda Green, Kaiser Permanente Northwest’s senior director of member relations. “We think of this not as a call center, but a service center that will ultimately enable a better connection between members and their physicians.”

Essentially, Kaiser is streamlining several services for new members to make previously tedious tasks — such as selecting a new physician, transferring prescriptions or setting up mobile access to personalized services on kp.org — possible in one phone call.

Additionally, the physician-led Regional Telephonic Medicine virtual care team has evolved to become an increasingly important point of access to care for patients.

The new facility will support that team with improved video and digital technology through a Mobile Health Partners program with Metro West Ambulance.

For this program, Metro West will dispatch paramedics for nonemergency visits to Kaiser patients’ homes, where the paramedic will facilitate video consultations with their Kaiser physician. Physicians stationed at the center conduct these and other telephone and video appointments. No in-person services are provided through the Tanasbourne center. Members who need to see a care provider or wish to speak face-to-face with member services should still visit a medical facility.

Formerly a Netflix call center, the new 49,000-square-foot Kaiser contact center is located in Hillsboro in part because the city’s advanced infrastructure met the contact center’s sophisticated technology and telephony requirements.

“The use of that space and addition of those jobs is a big positive for Hillsboro,” said city spokesman Patrick Preston. “It’s great to see Kaiser expanding its presence in Amberglen and Tanasbourne. We’re fortunate to have Tuality Health Care and Kaiser Permanente serving residents throughout Hillsboro, and to have great health care providers in the community.”

Along with bringing in Kaiser employees from six or seven or the other Kaiser facilities across the Portland metropolitan area, the new center will also provide ongoing career opportunities for Hillsboro residents. Currently, there are openings for a mental health therapist, three nurses and six call agents.

For more information, visit kp.org.

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