• Job Description

  Req#: 1211643
  
  
  
  
  *REMOTE/VIRTUAL WORK ENVIRONMENT FOR GEORGIA RESIDENTS (Must be willing to drive to the Member Services Contact Center location in Duluth, GA, for equipment pick up, technical issue and training and development).
  
  
  *Must live within 75 miles of the Duluth, GA contact center
  
  
  
  
  Under direct supervision, this position is responsible for providing high quality telephone service to Kaiser Permanente members via the automated call distribution system. The incumbent will answer patient's phone call, assist them in obtaining medical services, either scheduling them for facility or provider phone encounter following established policies and procedures, or transferring callers to Call Center Advice Nurses or to the appropriate medical office, or answering questions about their health plan. The call will be conducted in a prompt, professional, concise, courteous, standardized, and accurate manner to assure customer-focused telephone service.
  
  
  
  
  Essential Responsibilities:
  
  
  
  
  • Schedules, reschedules, and/or verifies patient appointments.
  
  
  • Responds to member questions and concerns, and acts as an advocate for their service, needs, and interests within Kaiser Permanente, resolving issues at the lowest possible level.
  
  
  • Educates members on proper use of Health Plan systems and facilities.
  
  
  • Appropriately transfers and introduces returned telephone calls to providers and medical office modules.
  
  
  • Refers provider sick calls to scheduling Supervisor or a member of the call center management team.
  
  
  • Notifies patients of appointments and/or scheduling changes by telephone or mail.
  
  
  • Verifies member and benefit eligibility, creates medical record numbers as appropriate.
  
  
  • Confirms patient appointment for next day, as appropriate.
  
  
  • Receives/sends messages from/to hearing-impaired members via TDD equipment.
  
  
  • Maintains confidentiality of patient's medical record and demographic information.
  
  
  • Verifies and updates member demographics as appropriate during telephone encounter, per guidelines.
  
  
  • May collect cumulative data and statistics; may enter data into automated systems.
  
  
  • Operates copier equipment.
  
  
  • Train and orient new or less experienced staff, as directed.
  
  
  • Serve as resource person to co-workers by answering procedure questions and assisting problem solving.
  
  
  • Understands individual and call center performance. Is proactive about responding to self-performance measures.
  
  
  • May participate in special projects, studies, or other activities from time to time, as directed.
  
  
  • Proactively identify ways Kaiser Permanente could improve customer service; work in collaboration with other Kaiser Permanente department.
  
  
  
  

• About the company

  Providing high-quality, affordable health care services and improving the health of our members and the communities we serve.

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