- Schedules, reschedules, and/or verifies patient appointments.
- Responds to member questions and concerns, and acts as an advocate for their service, needs, and interests within Kaiser Permanente, resolving issues at the lowest possible level.
- Educates members on proper use of Health Plan systems and facilities.
- Appropriately transfers and introduces returned telephone calls to providers and medical office modules.
- Refers provider sick calls to scheduling Supervisor or a member of the call center management team.
- Notifies patients of appointments and/or scheduling changes by telephone or mail.
- Verifies member and benefit eligibility, creates medical record numbers as appropriate.
- Confirms patient appointment for next day, as appropriate.
- Receives/sends messages from/to hearing-impaired members via TDD equipment.
- Maintains confidentiality of patients medical record and demographic information.
- Verifies and updates member demographics as appropriate during telephone encounter, per guidelines.
- May collect cumulative data and statistics; may enter data into automated systems.
- Operates copier equipment.
- Train and orient new or less experienced staff, as directed.
- Serve as resource person to co-workers by answering procedure questions and assisting problem solving.
- Understands individual and call center performance. Is proactive about responding to self-performance measures.
- May participate in special projects, studies, or other activities from time to time, as directed.
- Proactively identify ways Kaiser Permanente could improve customer service; work in collaboration with other Kaiser Permanente department.
- Minimum one (1) year experience in a similar customer service position and six (6) months of data entry and high volume phone duties.
- Minimum one (1) year experience in a high volume call center.
- High School Diploma or General Education Development (GED) required.
- N/A
- Working knowledge of PC.
- Ability to communicate effectively and courteously on the telephone.
- Ability to effectively interact and negotiate with diverse work units at all organizational levels.
- Demonstrated analytical and problem-solving skills.
- Complete a Customer Service Assessment.
- Customer service aptitude demonstrated through Customer Service Assessment.
- Knowledge of medical terminology.
- Appointment-setting experience in a clinical setting or health care service role.
- After completion of training, a shift selection will occur based on business needs.
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Service Associate - Duluth, United States - Kaiser Permanente
Description
: Job Summary:Under direct supervision, this position is responsible for providing high quality telephone service to Kaiser Permanente members via the automated call distribution system. The incumbent will answer patients phone call, assist them in obtaining medical services, either scheduling them for facility or provider phone encounter following established policies and procedures, or transferring callers to Call Center Advice Nurses or to the appropriate medical office, or answering questions about their health plan. The call will be conducted in a prompt, professional, concise, courteous, standardized, and accurate manner to assure customer-focused telephone service.
Essential Responsibilities:
Experience
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Sun, Mon, Tue, Wed, Thu, Fri, Sat
Working Hours Start: 12:01 AM
Working Hours End: 11:59 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Remote
Employee Status: Regular
Employee Group/Union Affiliation: GTC|UFCW|Local 1996
Job Level: Entry Level
Department: Regional Office - 9 Piedmont - Appt Svcs-Call Center Admin
Pay Range: $ $21.93 / hour The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted.
Travel: No
Remote: Work location is the remote workplace (from home) within KP authorized states. Worker location must align with Kaiser Permanente's Authorized States policy. At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
