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Kaiser Permanente Careers

Customer Service

Making Each Interaction Extraordinary

Functioning as a liaison between our members, employer groups, providers, brokers, and internal customers, our customer service groups are the face and voice of Kaiser Permanente. They play a vital role in explaining our offerings, policies, and procedures as well as meeting the needs of our members across the country.

Call Center Service Associate -Temporary

Location: Aurora, CO Additional Locations:
Job Number: 819898 Date posted: 08/22/2019
Description:

Receives incoming phone calls or via internet requests from patients or providers, records appointment information, transfers calls or messages to appropriate personnel/departments according to protocol, and otherwise facilitates scheduling appointments for medical services. Makes members/patients and their needs a primary focus of one's actions; develops and sustains productive member/patient relationships. Uses regional guidelines and protocols to try and meet member's needs the first time they contact KP. Actively seeks information to understand member/patient circumstances, problems, expectations, and needs. Builds rapport and cooperative relationship with members/patients. Considers how actions or plans will affect members; responds quickly to meet member/patient needs and resolves problems. Maintains confidentiality and integrity of all computer data, appointment data, or patient and company information. All above functions are done in accordance with protocols and procedures of the Call Center and Kaiser Permanente.



Essential Responsibilities:

  • Must be familiar with and able to recall or reference regional booking guidelines (SA Web site), in order to correctly book members appointments. Ability to use guideline to identify high risk calls that need immediate medical attention.

  • Position requires working closely with others; with constant noise and interruptions; communicate on chat on a regular basis.

  • Must be able to adapt to new information on a daily basis as events arise that change booking procedures.

  • Receives patients' appointment requests; ascertains type of appointment needed, by asking pertinent questions, medical provider and time preference; refers patients' appointment requests to other medical office locations as necessary. Must be able to follow and understand all medical offices booking guidelines. Refers to comment boxes for booking procedure.

  • Determines available appointment times; obtains and records patients' identification and appointment Information on automated scheduling system. Cancels and verifies appointments at the request of patients.

  • Answers inquires and provides information regarding appointment services and procedures, must be able to provide specialty referral information if required for specialty per patient's request; refers other inquiries to appropriate personnel.

  • Messages information or transfers calls to appropriate personnel if patient requests advice, an urgent appointment or according to protocol; schedules follow-up appointments as necessary.

  • Retrieves messages per protocol from appropriate sources (patient care or Medical Offices).

  • Communicates approved messages, test results, and patient care information per guidelines.

  • Provides directions to patients in order to get to medical facilities; provides information about our division to members; and gives instructions to members per protocol.

  • Maintains confidentiality and integrity of all computer data, appointment data, and information concerning departmental functions.

  • Facilitates making appointments for providers in TMC and Nurse Advice as requested.

  • Assists existing members in their selection of personal care physicians (PCP) by phone calls, reads one biography per call when requested by member (simple linking).

  • Updates the PCP Selection Tool for completion of personal care physician linkage in the designated system.

  • Email providers biographies to members when requested.

  • Performs other duties as assigned.

  • Basic Qualifications:

    Experience

  • Minimum of one (1) year of customer service experience, including six (6) months of telephone experience.

  • Education

  • High School Diploma OR General Education Diploma (GED) required.

  • License, Certification, Registration

  • N/A



  • Additional Requirements:

  • Familiarity with personal computers and mainframe computers and their applications, including basic keyboarding skills.

  • Demonstrated customer service skills, customer focus abilities and the ability to understand Kaiser Permanente customer needs.

  • Previous experience prioritizing and organizing multiple tasks.



  • Preferred Qualifications:

  • Successful completion of basic medical terminology course or experience using medical terminology preferred.
  • Primary Location: Colorado,Aurora,Waterpark I 2500 S. Havana St. Scheduled Weekly Hours: 40 Shift: Variable Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: Varies Working Hours End: Varies Job Schedule: Full-time Job Type: Standard Employee Status: Temporary Employee Group/Union Affiliation: SEIU - Local 105 Job Level: Entry Level Job Category: Customer Services Department: AACC Travel: No Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

    About Customer Service Careers

    Customer Service Careers

    With over 11 million members, more than 127,000 employees, and over 40 million doctor visits a year, our customer service teams need you to come work with a wide variety of people to address concerns, resolve grievances, and educate our communities about our offerings. At Kaiser Permanente, you'll put your communication and mediation skills to work in support of excellence. We are committed to supporting you with ongoing growth, training, and development opportunities.

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