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Teleservice Representative (Various shifts)

Primary Location Fairfax, Virginia Job Number 1080290 Date posted 06/09/2022
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The following shifts are available

Sun, Mon, Wed, Thur, Fri


12:00pm - 8:30pm

12:30pm - 9:00pm



Assists members to obtain medical service by scheduling primary care and selected specialty appointments for centers and providers. Assists physicians with initiation and execution of Telemedicine appointments, faxing prescriptions and referrals, as needed. APPROVED@ OPEIU JEC MEETING OF 04/5/2018.

Essential Responsibilities:

  • Receives phone calls and verifies identity and eligibility of callers.

  • Understands members' request and schedules primary care or selected specialty appointments for medical treatment or sends message to the member's Health Care Team.

  • Uses defined scripts per members' symptoms, following its directives for disposition and documents in the medical record according to established workflow.

  • Transfers calls to medical advice nurse or other departments when indicated or directed by script.

  • Provides information about location of medical centers, pre-appointment preparation, and limited, related member benefit information.

  • Schedules follow up appointments for providers.  

  • Opt members in for appointment SMS text reminders.

  • Reviews Health Maintenance Reminders with members, booking appropriate appointments as needed.

  • Assists members to select a personal provider and pre-enrolls callers as needed.

  • Makes changes to callers' address, medical center, or other demographic information as needed.

  • Makes outbound calls and receives calls to/from new members and new Medicaid members to onboard them as a new to Kaiser Permanente.

  • Schedules video conferencing appointments and provides technical support for members with Telemedicine Appointments. Assists Telemedicine providers by faxing prescriptions and referrals, as needed. Initiates on-line meetings and provides introduction of member to Telemedicine physician.

  • Performs other related duties as directed.

Basic Qualifications:


  • One (1) year of experience in a high volume customer service capacity required.

  • One (1) year of experience answering high volume telephone calls in a professional setting (20-30 calls per day)..


  • High School Diploma or equivalent required.

License, Certification, Registration

  • N/A

Additional Requirements:

  • Proficiency in the use of applicable computer software.

  • Effective interpersonal and communication skills.

  • Ability to type 35 words per minute.


Preferred Qualifications:

  • Experience in health care preferred.

  • Fast paced workplace experience preferred.

  • Detail oriented job experience preferred.

  • Work experience using multiple applications preferred.

  • Knowledge of medical terminology preferred.

Primary Location: Virginia,Fairfax,Fair Oaks Medical Center Scheduled Weekly Hours: 40 Shift: Evening Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: 2:30 PM Working Hours End: 11:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Job Level: Individual Contributor Specialty: Support Services Department: Clinical Contact Center Travel: Yes, 5 % of the Time 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.