Service Associate

This position is responsible for providing high quality telephone and support services to Kaiser Permanente members, staff and associates via the automated call distribution system or approved telephony system. This position is responsible for ensuring timely and efficient practitioner, hospital, and patient communication support and other support as required. The incumbent will answer telephone calls and schedule appropriate appointments, answer medical records inquiries, following established policies and procedures. The role also follows appropriate processes for connections to the advice nurse for clinical review based on appropriate symptoms list or guidelines. The position answers questions about the members health plan, medical records and forms and supports message management processes. All calls will be conducted in a prompt, professional, concise, courteous, standardized, and accurate manner to assure customer-focused service. The position is also responsible for managing incoming calls to the regional operator line and routing to appropriate department. The incumbent maintains proficiency in navigating the electronic medical record for scheduling and/or information gathering and completing required documentation in all appropriate systems.