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National Association of Latino Healthcare Executives · 16 hours ago

Service Representative (Bilingual)

San Diego, CA

Full-time

Onsite

New Grad, Entry Level

The National Association of Latino Healthcare Executives is seeking a Service Representative (Bilingual) who acts as the first point of contact for Kaiser Permanente members and patients. This role involves assisting members through the registration process, managing appointment scheduling, and ensuring a positive experience by addressing member needs and concerns.

Health CareHospitalMedical

Responsibilities

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

Qualification

Bilingual communicationCash handlingAppointment schedulingPatient registrationCustomer service

Required

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 inquiries