Service Representative-Ambulatory Services - Full-time

div bJob Summary:/b/div Acts as first point of contact for Kaiser Permanente members/patients and assists members/patients through registration process under minimal direct supervision.  Practices proper cash handling and reconciliation processes in accordance with established policies and guidelines.  Member and patient needs should be the primary focus of ones actions; develops and sustains productive member/patient relationships.  Actively seeks information to understand member/patient circumstances, problems, expectations, and needs.  Establishes and builds rapport and cooperative relationships with the public/members/ staff.  Responds quickly to meet member/patient needs and resolve problems using good judgment. Functionality may differ based upon operational setting. divbrbEssential Responsibilities:/b/div ul liUpholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws. /libr ul listrongCustomer Service (Greeting, navigating, instructing/educating)/strong/liul liGreets members/patients and provides reception services, to include directing and assisting members in navigating through the medical center. Provides wayfinding to appropriate care locations/departments as availability allows. Provides direction and instructional guidance to patients who are unable to perform check-in services independently via KP interactive and emerging technologies./li liProvides coordination of services to address member needs related to benefits, finance and other member services utilizing available technology./li liProvides reception for designated area(s); verifies patients visit with pre- established appointment scheduling; registers patients; verifies and selects appropriate insurance coverage including confirmation of alternate insurance, and assists members at designated KP interactive and emerging technologies and on all Kaiser Permanente sponsored electronic devices and technologies./li liProvides patient information to family members, following established patient confidentiality guidelines./li liProvides patients with assistance and education with regard to the use of KP interactive and emerging technologies./li liDemonstrates flexibility when addressing various member issues and needs related to operations and member services./li liFollows KP Service Standards. /li br ul listrongGeneral Job Functions:/strong/liul liSchedules member and non-member appointments and follow-ups, by telephone, mail, electronically or in person utilizing Kaiser Permanentes computer systems as directed by provider or pre-established protocol./li liEnsures current schedules are accurate, makes authorized changes as appropriate./li liVerifies members benefits, notifies member of applicable cost share and updates patients demographics information to include all patient registration and billing information. Escalate any issues as appropriate./li liDirects patients to waiting areas. Obtains relevant information to determine priority appointment time/date, confirms appointment changes due to cancellations and notifies patients of available alternate times, schedules/registers for follow up appointments, tests and procedures./li li Answers calls and relays messages to staff./li liDistributes questionnaires, various medical/authorization/insurance forms, patient communication materials, and completes statistical reports as requested./li liProvides patient instructions as appropriate. /li liPerforms related clerical duties as required, such as direct booking, copying, etc./li liPerforms related clerical duties in support of Clinic Strategic Goals and Proactive Office Encounters./li liProvides telephone reception for designated area by screening and referring incoming calls to appropriate staff; takes and relays messages; gives out general or procedural information./li liMay assist in orienting new employees./li liMaintains courteous relations with patients and staff./li liFollows Labor Management Principals./li liMay perform other duties as required. /li br lifont face="Arial"strongCash Handling/strong/font/lifont face="Arial" lifont face="Arial"Follows Kaiser Permanente cash safeguarding and cash handling policies and procedures./font/lifont face="Arial" lifont face="Arial"Determines and collects appropriate payments for services and products (where applicable) rendered as required per health plan coverage and the established fee schedule; informs member of account balance information; collects and documents in the computer system receipt of a variety of financial and non-financial forms and reviews with members as appropriate; directs patients to waiting areas./font/lifont face="Arial" lifont face="Arial"Carries out appropriate cash control procedures of balancing total revenue received with computer system cash drawer to ensure accuracy; completes closing process in the computer system and deposits daily revenue securely in safe. /font/lifont face="Arial" br lifont face="Arial"strongAdditional duties for Service Representatives in Optical Services to include:/strong/font/lifont face="Arial" lifont face="Arial"Coordinates eyewear for delivery to patient./font/lifont face="Arial" lifont face="Arial"Communicates with the Optical Lab, Contact Lens Distribution Center, and other Optical Centers to manage eyewear order logistics/font/lifont face="Arial" lifont face="Arial"Assists with inventory control procedures/font/lifont face="Arial"br listrongAdditional duties for Service Representative in Laboratory to include: /strong /li liExplains proper specimen collection to members, rejects unsatisfactory specimens./li liAssures all pertinent information is entered into system during accessioning./li liUpdates and maintains all necessary logs./li liAccessions laboratory requests in Health Connect/Laboratory Information System./li liMaintains all printers - sorts and distributes results from printer processing./li liPerforms pre-analytical phase testing by centrifuging, separating, bar coding and transporting specimens./li/font/font/font/font/font/font/font/font/ulfont face="Arial"font face="Arial"font face="Arial"br %3Cdiv%3E%3Cstrong%3EBasic Qualifications:%3C/strong%3E%3C/div%3E%3Cdiv%3E%3Cu%3EExperience%3C/u%3E%3C/div%3E%3Cul style=%22margin-bottom:0;margin-left:1px;margin-top:0;%22%3E%3Cli%3EMust successfully pass basic computer literacy test and demonstrate keyboarding proficiency.%3C/li%3E%3Cli%3EMust successfully pass cash handling skills test%3C/li%3E%3Cli%3EMust pass Customer Service Assessment test%3C/li%3E%3C/ul%3E%3Cdiv%3E%3Cu%3EEducation%3C/u%3E%3C/div%3E%3Cul style=%22margin-bottom:0;margin-left:1px;margin-top:0;%22%3E%3Cli%3EHigh School Diploma or GED required.%3C/li%3E%3C/ul%3E%3Cdiv%3E%3Cu%3ELicense, Certification, Registration%3C/u%3E%3C/div%3E%3Cul style=%22margin-bottom:0;margin-left:1px;margin-top:0;%22%3E%3Cli%3EN/A%3C/li%3E%3C/ul%3E%3Cdiv%3E%3Cstrong%3EAdditional Requirements:%3C/strong%3E%3C/div%3E%3Cul style=%22margin-bottom:0;margin-left:1px;margin-top:0;%22%3E%3Cli%3EExperience in using multi-line telephones%3C/li%3E%3Cli%3ERecent experience in customer service%3C/li%3E%3Cli%3EMust be able to work in a fast paced environment and meet established department performance standards and guidelines.%3C/li%3E%3Cli%3ECash handling or equivalent experience%3C/li%3E%3Cli%3EEffective written and oral communication skills%3C/li%3E%3C/ul%3E%3Cdiv%3E%3Cstrong%3EPreferred Qualifications:%3C/strong%3E%3C/div%3E%3Cul style=%22margin-bottom:0;margin-left:1px;margin-top:0;%22%3E%3Cli%3EExperience in medical office background, cashiering and or equivalent experience and medical terminology%3C/li%3E%3Cli%3EKnowledge of Kaiser Permanentes computer systems%3C/li%3E%3Cli%3EDemonstrates ability to deal with internal and external customers%3C/li%3E%3Cli%3EAbility to prioritize and multi task.%3C/li%3E%3Cli%3EFor Optical Department - recent front-line service industry experience preferred%3C/li%3E%3C/ul%3E%3Cp%3E%26nbsp;%3C/p%3E%3Cp%3E%3Cstrong%3ENotes:%3C/strong%3E%3C/p%3E%3Cul%3E%3Cli%3EMay work every other weekend. %26nbsp;%3C/li%3E%3Cli%3EMay travel to outlying MOBS up to 50% annually.%3C/li%3E%3Cli%3EThis is an on-call position, days and hours may vary.%3C/li%3E%3C/ul%3E/font/font/font/ul/ul/ul/ul