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Kaiser Permanente · 4 hours ago

Service Representative-Ambulatory Services

Los Angeles, CA

Full-time

Onsite

New Grad, Entry Level

Kaiser Permanente is a leading healthcare provider, and they are seeking a Service Representative for Ambulatory Services. This role involves acting as the first point of contact for members and patients, assisting them through the registration process, and ensuring a high standard of customer service.

Health CareHospitalMental HealthNon ProfitPersonal Health

Comp. & Benefits

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

Customer ServiceCash HandlingMulti-line TelephonesMedical Office ExperienceKaiser Permanente SystemsMulti-taskEffective CommunicationFlexibility

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 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

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

Must successfully pass basic computer literacy test and demonstrate keyboarding proficiency

Must successfully pass cash handling skills test

Must pass Customer Service Assessment test

High School Diploma or GED required

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