Kaiser Permanente · 19 hours ago
Service Representative (Bilingual)
San Diego, CA
Full-time
Onsite
New Grad, Entry LevelKaiser Permanente is a healthcare organization seeking a Service Representative who will act as the first point of contact for members and patients. The role involves assisting with registration, scheduling appointments, and ensuring a positive experience for members/patients while adhering to established policies and procedures.
Health CareHospitalMental HealthNon ProfitPersonal Health
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
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
Bilingual (English/Spanish) Level I required
Preferred
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
Knowledge of Positive Choice Appointment System
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
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