Service Representative (Bilingual)

Job Summary Acts 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 one's 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. Essential Responsibilities Upholds Kaiser Permanente 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 Permanente computer systems. Responsible for timely response to in-basket inquiries. 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. Follows Labor Management Principles. Takes Initiative: Strives to make positive first impression, asks how he/she can help, gives 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. Basic Qualifications 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. Additional Requirements Bilingual (English/Spanish) Level I required. Preferred Qualifications Experience in medical office background, cashiering and or equivalent experience and medical terminology. Knowledge of Kaiser Permanente 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. Education Please refer to minimum work experience section. License, Certification, Registration N/A Additional Notes Scheduled work hours per week will be 20-32. Must successfully pass or have passed the bilingual test (within the last 12 months), or be active in the QBS program. Seniority level Entry level Employment type Full-time Job function Other Industries Hospitals and Health Care #J-18808-Ljbffr Kaiser Permanente