Service Representative (Bilingual)

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.  Makes members/patients and their needs a primary focus of ones actions; develops and sustains productive member/patient relationships.  Actively seeks information to understand member/patient circumstances, problems, expectations, and needs.  Builds rapport and cooperative relationship with member/patients.  Considers how actions or plans will affect members/patients; responds quickly to meet member/patient needs and resolves problems.

• Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
• Schedules member and non-member appointments by telephone, mail, electronically or in person utilizing Kaiser Permanentes computer systems.
• Responsible for timely response to in-basket inquires.
• Verifies members benefits, notifies member of applicable cost share and updates patients demographics information.
• Obtains relevant information to determine priority appointment time/date, confirms appointment changes due to cancellations and notifies patients of available alternate times, schedules diagnostic lab/x-ray tests.
• Ensures current schedules are accurate, makes authorized changes.
• Provides reception for designated area(s); verifies patients visit with pre- established appointment schedule in computer system; registers patients; verifies and selects appropriate insurance coverage including confirmation of alternate insurance, and may assist at designated kiosks.
• Determines and collects appropriate payments for services 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.
• Schedules follow-up and additional visits as directed by provider or pre-established protocol.
• Follows Kaiser Permanente cash safeguarding and cash handling policies and procedures.
• 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.
• Provides telephone reception for designated area by screening and referring incoming calls to appropriate staff; takes and relays messages; gives out general or procedural information.
• Distributes questionnaires, various medical/authorization/insurance forms, and completes statistical reports as requested.
• May be required to request patient medical charts and x-rays in advance of patients scheduled appointment.
• Performs related duties as required, such as opening and sorting mail, scheduling meetings, routing various documents to appropriate departments, copying, and filing.
• KP Service Standards:
• Follows Labor Management Principals:
• Takes Initiative: Strives to make positive first impression, asks how he/she can help, give information and ensures member satisfaction.
• Takes Responsibility: Solves problems, resolves conflict, and assumes ownership.
• Takes Care: Protects confidentiality, shows respect, values differences, and shows empathy.
• Takes Pride: Maintains neat work area with low noise, is professional and supports his/her team and Kaiser.
• Maintains courteous relations with patients and staff.
• May perform other duties as required.

• Experience in using multi-line telephones
• Must successfully pass basic computer literacy test
• Recent experience in customer service Cash handling or equivalent experience
• Must successfully pass cash handling skills test
• Effective written and oral communication skills
• Must demonstrate proficiency in keyboarding
• As part of applicant process, must take Customer Service Assessment for non KP employees only.

• Please refer to minimum work experience section.

• N/A

• Bilingual (English/Spanish) Level I required.

• Experience in medical office background, cashiering and or equivalent experience and medical terminology
• Knowledge of Kaiser Permanentes computer systems
• Must be able to work in fast paced environment
• High School graduation, GED or equivalent
• Demonstrates ability to deal with internal and external customers
• Ability to prioritize and multi task.
• Knowledge of Medical Weight Management program. 
• Experience using Positive Choice Appointment System

 

Notes:

• Scheduled work hours per week will be 20-32. 
• Must successfully pass or have passed the bilingual test (within the last 12 months), or be active in the QBS program.