Teleservice Representative (Bilingual Spanish)
Kaiser Permanente, Stockton, CA, United States
Job Summary
The teleservice representative handles inbound telephone volume—answering questions, making and cancelling appointments, providing information, transferring calls to advice nurses when appropriate, intaking members’ information, and composing messages for providers. The role records instructions from providers in PARRS and updates member demographics.
Essential Responsibilities
Handles continuous inbound telephone volume and identifies the purpose of each member call.
Processes calls according to the appropriate script and follows call‑center policies and procedures.
Provides facility and provider information, some laboratory results, and makes or cancels appointments.
Transfers members to Advice Nurses and intakes additional information as needed.
Resolves problems with facility teleservice teams.
Receives and relays information regarding appointment cancellations.
Records instructions from providers in PARRS.
Updates member demographics.
Works collaboratively with members and staff across all service lines.
Functions as a team member to achieve call‑center goals.
Supports and demonstrates Kaiser Permanente’s customer‑service philosophy and manages calls professionally.
Identifies and proposes ways to improve customer service.
Demonstrates awareness and sensitivity to patient/family rights.
Handles inquiries and complaints pursuant to procedure.
Complies with departmental standards, policies and procedures regarding training, injury prevention, workload management, and safety/emergency situations.
Performs other duties as required.
No supervisory responsibilities.
Competencies
Problem Solving: Identifies and resolves problems in a timely manner, gathers and analyzes information, and develops alternative solutions.
Interpersonal Skills: Maintains confidentiality and treats co‑workers, patients, and facility visitors with respect.
Oral Communication: Listens and clarifies to ensure instructions and requests are fully understood.
Basic Qualifications
One (1) year of direct customer service experience or completion of a pre‑employment call‑center training program.
Current KP Coalition employees have the experience requirement waived.
Education High School Diploma/GED.
License, Certification, Registration N/A
Additional Requirements
Computer skills and data entry assessed via a call‑center assessment test.
Ability to navigate between various software and mainframe systems on a personal computer.
Excellent verbal, written and interpersonal communication skills, and demonstrated effective telephone skills.
Ability to perform multiple tasks and work in a fast‑paced environment.
Excellent attendance record.
Flexibility to work evenings, weekends, and other days as required by contract.
Ability to work independently with minimal supervision.
Ability to use a computer terminal for extended periods and wear a telephone headset for the majority of the shift.
Excellent customer service skills.
Excellent problem‑solving capabilities.
Bilingual (English/Spanish) Level II required.
Preferred Qualifications
Knowledge of medical terminology.
Previous call center/contact center/customer service center experience.
Experience working with interpreter services.
Working knowledge of Kaiser Permanente mainframe programs.
Previous appointment‑making experience.
Chinese language preferred.
Grade 175
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Essential Responsibilities
Handles continuous inbound telephone volume and identifies the purpose of each member call.
Processes calls according to the appropriate script and follows call‑center policies and procedures.
Provides facility and provider information, some laboratory results, and makes or cancels appointments.
Transfers members to Advice Nurses and intakes additional information as needed.
Resolves problems with facility teleservice teams.
Receives and relays information regarding appointment cancellations.
Records instructions from providers in PARRS.
Updates member demographics.
Works collaboratively with members and staff across all service lines.
Functions as a team member to achieve call‑center goals.
Supports and demonstrates Kaiser Permanente’s customer‑service philosophy and manages calls professionally.
Identifies and proposes ways to improve customer service.
Demonstrates awareness and sensitivity to patient/family rights.
Handles inquiries and complaints pursuant to procedure.
Complies with departmental standards, policies and procedures regarding training, injury prevention, workload management, and safety/emergency situations.
Performs other duties as required.
No supervisory responsibilities.
Competencies
Problem Solving: Identifies and resolves problems in a timely manner, gathers and analyzes information, and develops alternative solutions.
Interpersonal Skills: Maintains confidentiality and treats co‑workers, patients, and facility visitors with respect.
Oral Communication: Listens and clarifies to ensure instructions and requests are fully understood.
Basic Qualifications
One (1) year of direct customer service experience or completion of a pre‑employment call‑center training program.
Current KP Coalition employees have the experience requirement waived.
Education High School Diploma/GED.
License, Certification, Registration N/A
Additional Requirements
Computer skills and data entry assessed via a call‑center assessment test.
Ability to navigate between various software and mainframe systems on a personal computer.
Excellent verbal, written and interpersonal communication skills, and demonstrated effective telephone skills.
Ability to perform multiple tasks and work in a fast‑paced environment.
Excellent attendance record.
Flexibility to work evenings, weekends, and other days as required by contract.
Ability to work independently with minimal supervision.
Ability to use a computer terminal for extended periods and wear a telephone headset for the majority of the shift.
Excellent customer service skills.
Excellent problem‑solving capabilities.
Bilingual (English/Spanish) Level II required.
Preferred Qualifications
Knowledge of medical terminology.
Previous call center/contact center/customer service center experience.
Experience working with interpreter services.
Working knowledge of Kaiser Permanente mainframe programs.
Previous appointment‑making experience.
Chinese language preferred.
Grade 175
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