Kaiser Permanente
Customer Service Representative I (REMOTE IN S.CAL)
This job is now closed
Job Description
- Req#: 1194347
Advantages of Joining Our Team:
- Remote/virtual work environment for California residents
- Opportunity to increase customer satisfaction and retention
- Provide accurate, consistent, timely, and meaningful information to members, customers, patients, and providers
- Build rapport and collaborative relationships with current and prospective members
- Support members inquiries and issues related to the KP plan and provider services
Responsibilities:
- Handle member inquiries regarding various topics such as facility inquiry, web support, ID card inquiries, eligibility and benefit inquiries, complaints, and service reviews
- Answer and document all incoming contacts to determine their nature and respond to complex calls
- Respond professionally to inquiries from internal and external customers
- Initiate contact with relevant personnel to obtain information relevant to the concern or inquiry
- Evaluate data to determine and implement appropriate course of action to resolve complaints and coordinate service recovery
- Follow established procedures to meet customer/member needs
- Interact effectively with diverse work units and organizational departments
- Complete required training and understand how to use tools available to recall necessary information
- Develop awareness of how performance and actions affect members and Member Service Contact Centers (MSCC) performance guarantees
- Promote, ensure, and provide customer service to internal/external customers
- Support compliance and the Principles of Responsibility (employer's Code of Conduct) by maintaining privacy and confidentiality of information and protecting the assets of the organization
- Perform other relevant duties as required
Additional Information:
- Remote/virtual work environment for California residents
- Must be willing to drive to the Member Services Contact Center location in Corona, CA, for equipment pick, technical issue, and training and development requirements
- Medicare responsibilities for up to two regions
- Premium Billing Enterprise responsibilities including billing inquiries, payment processing, complaints, and tax forms
- Protect the privacy and confidentiality of information
- Maintain compliance with employer's Code of Conduct
- Support customer service and quality service principlesAbout the company
Providing high-quality, affordable health care services and improving the health of our members and the communities we serve.
Notice
Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.
Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.
An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report. NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.