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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.

Customer Service Representative I

Location: Duluth, GA Additional Locations:
Job Number: 781276 Date posted: 03/28/2019

The Customer Services Representative is responsible for increasing customer satisfaction and retention by providing members, customers, patients and providers with accurate, consistent, timely, and meaningful information. They will provide higher level support to members' inquiries and issues as they utilize the KP Plan and provider services, continuing to build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.

Essential Responsibilities:

Available to handle member inquiries regarding:

  • Member Core:Facility Inquiry, Web Support, Promote KP. Org, Order ID Card, Complaint, ID Card Inquiry, Service Review.

  • Member Advance:Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults.

  • Medicare:(For up to two (2) regions)

  • Premium Billing Enterprise:Billing Inquiry, Make Payment, Complaint, EFT Inquiry, General, Reinstatement Request, Service Review.

  • KPC Billing, 1095 Tax Form, SLP* (escalations to Tier 3).

  • Represents Health Plan by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues.

  • Responds professionally to inquiries from internal/external customers. Promotes, ensures and provides customer service to internal/external customers by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service.

  • Initiates contact with the appropriate Health Plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.

  • Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.

  • Develop a full awareness of the way performance and actions affect members and Member Service. Contact Center's (MSCC) performance guarantees (call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted).

  • Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, and protects the assets of the organization.

  • Performs other relevant duties as required.

  • Documents conversations with members according to procedure.

  • Follows established procedures to meet customer/member needs.

  • Required to effectively interact with diverse work units and relevant organizational departments.

  • Has substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks.

  • Ability to understand relevant policies, processes and customers.

  • Assist the department in meeting customer needs and reaching department expectations.

  • Completes required training and understand how to use tools available to recall necessary information.

  • Basic Qualifications:


  • Minimum two (2) years of customer service experience or KP member-interacting experience required.

  • Education

  • High School Diploma or General Education Development (GED) required.

  • License, Certification, Registration

  • N/A.

  • Additional Requirements:

  • Must pass Classification Assessment.

  • Minimum typing speed of 30 WPM (Typing test must be current within one (1) year of the posting period.

  • Excellent written and verbal communication skills.

  • Demonstrated analytical and problem-solving skills.

  • Working knowledge of systems used within the MSCC.

  • Ability to read and respond briefly, clearly and effectively.

  • Ability to think critically and problem solve.

  • Manage own work with minimal direction.

  • Must pass knowledge checks while in training.

  • Preferred Qualifications:

  • Call center experience preferred.

  • Health insurance experience preferred.
  • Primary Location: Georgia,Duluth,Georgia MSCC Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri, Sat Working Hours Start: 11:00AM /12:00PM Working Hours End: 8:00PM/ 9:00PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: UFCW - Local 1996 Job Level: Entry Level Job Category: Customer Services Department: Call Center 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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