Teleservice Representative
Primary Location Fairfax, Virginia
Worker Location Flexible
Facility Fair Oaks Medical Center
Job Number 1349241 Date posted 05/07/2025
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Description:
Essential Responsibilities:
This position represents {4} openings.
Job Summary:
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.
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 members 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:
Experience
- 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).
- Per the National Agreement, current KP Coalition employees have this experience requirement waived.
Education
- 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.
- Knowledge of medical terminology preferred.
- Fast paced workplace experience preferred.
- Detail oriented job experience preferred.
- Work experience using multiple applications preferred.
Primary Location: Virginia,Fairfax,Fair Oaks Medical Center
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Sat
Working Hours Start: 11:30 AM
Working Hours End: 08:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Flexible
Employee Status: Regular
Employee Group/Union Affiliation: M40|OPEIU|Local 2
Job Level: Individual Contributor
Department: Fair Oaks Medical Center - Appt Svcs-Gen Central Svcs - 1808
Pay Range: $25.19 - $37.07 / hour
The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted.
Travel: No
Flexible: Work location is on-site at a KP location, with the flexibility to work from home.
Worker location must align with Kaiser Permanente's Authorized States policy.
At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status. Submit Interest
Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status. Submit Interest
