Kaiser Permanente · 3 hours ago
Service Representative-Ambulatory Services
Lancaster, CA
Full-time
Onsite
New Grad, Entry LevelKaiser Permanente is a healthcare organization, and they are seeking a Service Representative for Ambulatory Services. The role involves acting as the first point of contact for members and patients, assisting them through the registration process while ensuring high-quality customer service and effective communication.
Health CareHospitalMental HealthNon ProfitPersonal Health
Responsibilities
Greets 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
Provides coordination of services to address member needs related to benefits, finance and other member services utilizing available technology
Provides 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
Provides patient information to family members, following established patient confidentiality guidelines
Provides patients with assistance and education with regard to the use of KP interactive and emerging technologies
Demonstrates flexibility when addressing various member issues and needs related to operations and member services
Follows KP Service Standards
Schedules 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
Ensures current schedules are accurate, makes authorized changes as appropriate
Verifies 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
Directs 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
Answers calls and relays messages to staff
Distributes questionnaires, various medical/authorization/insurance forms, patient communication materials, and completes statistical reports as requested
Provides patient instructions as appropriate
Performs related clerical duties as required, such as direct booking, copying, etc
Performs related clerical duties in support of Clinic Strategic Goals and Proactive Office Encounters
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
May assist in orienting new employees
Maintains courteous relations with patients and staff
Follows Labor Management Principals
May perform other duties as required
Follows Kaiser Permanente cash safeguarding and cash handling policies and procedures
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
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
Coordinates eyewear for delivery to patient
Communicates with the Optical Lab, Contact Lens Distribution Center, and other Optical Centers to manage eyewear order logistics
Assists with inventory control procedures
Explains proper specimen collection to members, rejects unsatisfactory specimens
Assures all pertinent information is entered into system during accessioning
Updates and maintains all necessary logs
Accessions laboratory requests in Health Connect/Laboratory Information System
Maintains all printers - sorts and distributes results from printer processing
Performs pre-analytical phase testing by centrifuging, separating, bar coding and transporting specimens
Qualification
Required
High School Diploma or GED required
Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws
Customer Service (Greeting, navigating, instructing/educating)
Greets 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
Provides coordination of services to address member needs related to benefits, finance and other member services utilizing available technology
Provides 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
Provides patient information to family members, following established patient confidentiality guidelines
Provides patients with assistance and education with regard to the use of KP interactive and emerging technologies
Demonstrates flexibility when addressing various member issues and needs related to operations and member services
Follows KP Service Standards
Schedules 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
Ensures current schedules are accurate, makes authorized changes as appropriate
Verifies 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
Directs 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
Answers calls and relays messages to staff
Distributes questionnaires, various medical/authorization/insurance forms, patient communication materials, and completes statistical reports as requested
Provides patient instructions as appropriate
Performs related clerical duties as required, such as direct booking, copying, etc
Performs related clerical duties in support of Clinic Strategic Goals and Proactive Office Encounters
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
May assist in orienting new employees
Maintains courteous relations with patients and staff
Follows Labor Management Principals
May perform other duties as required
Follows Kaiser Permanente cash safeguarding and cash handling policies and procedures
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
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
Must successfully pass basic computer literacy test and demonstrate keyboarding proficiency
Must successfully pass cash handling skills test
Must pass Customer Service Assessment test
Experience in using multi-line telephones
Recent experience in customer service
Must be able to work in a fast paced environment and meet established department performance standards and guidelines
Cash handling or equivalent experience
Effective written and oral communication skills
Preferred
Experience in medical office background, cashiering and or equivalent experience and medical terminology
Knowledge of Kaiser Permanentes computer systems
Demonstrates ability to deal with internal and external customers
Ability to prioritize and multi task
For Optical Department - recent front-line service industry experience preferred
Company
Kaiser Permanente
Kaiser Permanente is a health organization that offers disease prevention, mental healthcare, and chronic disease management services.
Founded in 1945
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$7.48M2018-07-17Grant· $0.08M
2014-08-05Grant· $7.4M
Leadership Team
Gregory Adams
Chair and Chief Executive Officer
James L. Robinson III
Senior Vice President/Area Manager
Recent News
bloomberglaw.com
2025-12-24
2025-12-20
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