Service Representative (Bilingual)

divh2Service Representative (Bilingual)/h2pActs 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./ppEssential Responsibilities:/pulliUpholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws./liliSchedules member and non-member appointments by telephone, mail, electronically or in person utilizing Kaiser Permanentes computer systems./liliResponsible for timely response to in-basket inquires./liliVerifies members benefits, notifies member of applicable cost share and updates patients demographics information./liliObtains 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./liliEnsures current schedules are accurate, makes authorized changes./liliProvides 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./liliDetermines 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./liliSchedules follow-up and additional visits as directed by provider or pre-established protocol./liliFollows Kaiser Permanente cash safeguarding and cash handling policies and procedures./liliCarries 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./liliProvides telephone reception for designated area by screening and referring incoming calls to appropriate staff; takes and relays messages; gives out general or procedural information./liliDistributes questionnaires, various medical/authorization/insurance forms, and completes statistical reports as requested./liliMay be required to request patient medical charts and x-rays in advance of patients scheduled appointment./liliPerforms related duties as required, such as opening and sorting mail, scheduling meetings, routing various documents to appropriate departments, copying, and filing./liliKP Service Standards:/liliFollows Labor Management Principals:/liliTakes Initiative: Strives to make positive first impression, asks how he/she can help, give information and ensures member satisfaction./liliTakes Responsibility: Solves problems, resolves conflict, and assumes ownership./liliTakes Care: Protects confidentiality, shows respect, values differences, and shows empathy./liliTakes Pride: Maintains neat work area with low noise, is professional and supports his/her team and Kaiser./liliMaintains courteous relations with patients and staff./liliMay perform other duties as required./li/ulpBasic Qualifications:/pulliExperience in using multi-line telephones/liliMust successfully pass basic computer literacy test/liliRecent experience in customer service Cash handling or equivalent experience/liliMust successfully pass cash handling skills test/liliEffective written and oral communication skills/liliMust demonstrate proficiency in keyboarding/liliAs part of applicant process, must take Customer Service Assessment for non KP employees only./li/ulpAdditional Requirements:/pulliBilingual (English/Spanish) Level I required./li/ulpPreferred Qualifications:/pulliExperience in medical office background, cashiering and or equivalent experience and medical terminology/liliKnowledge of Kaiser Permanentes computer systems/liliMust be able to work in fast paced environment/liliHigh School graduation, GED or equivalent/liliDemonstrates ability to deal with internal and external customers/liliAbility to prioritize and multi task./liliKnowledge of Medical Weight Management program./liliKnowledge of Positive Choice Appointment System/li/ulpNotes:/pulliScheduled work hours per week will be 20-32./liliMust successfully pass or have passed the bilingual test (within the last 12 months), or be active in the QBS program./li/ul/div