Consult, Eyecare Solutions

Engages members by phone at the Regional Call Center by asking appropriate questions and providing information to help members understand their optical benefits and eligibility and where to access Vision Essentials by Kaiser Permanente (VE) services and products within the NW region. Responds to members questions and concerns, and acts as an advocate for their service needs. Answers frequently asked general eyecare and optical product questions by providing verbal, written, or media / web based information to promote, inform, and educate members. Places refill orders for Contact Lenses or researches status and disposition of existing eyewear (eyeglasses or contact lenses) product orders by using VE related information systems and delivery timeframe guidelines. Provides high quality administrative support services for VE eyecare, optical, and contact lens service providers. Documents / conveys pertinent information using messaging guidelines and system information status updates to inform other VE Eyecare providers. When necessary, provides a warm handoff with pertinent information upon call transfer.

• Provides quality attentive customer service levels by answering the member phone calls within department standards, warmly greeting members and providing guidance and information to ensure that they receive a seamless service experience within VE Eyecare. Coordinates with optical, optometry, ophthalmology, and other KP departments and services as necessary to meet members needs. Processes patient information requests such as verifying and explaining how optical hardware benefits are applied; contact lens evaluation / fitting fee cost; status of members eyeglass orders; problems with eyewear; transmitting prescription information to patient or outside providers.  Assesses the nature of the members inquiry or request using established VE Eyecare workflows and guidelines and acts as an advocate for their service needs by effectively resolving issues at the lowest level possible. Understands and conveys associated eyecare and eyewear product costs, e.g. exam fees and eyewear product prices / price ranges while projecting a positive image of Vision Essentials and Kaiser Permanente. Engages and assists members and when appropriate, asks questions to ascertain occupational, lifestyle, and aesthetics / style, and price range needs. Provides member with the appropriate reference information, e.g. brands, materials, and basic lens selection and treatment options to increase awareness of the variety of products and services offered at VE clinic locations and via kp.org or kp2020.org websites. Accesses appropriate business systems as part of assisting members with their needs: Uses Vision Essentials Retail System (VERS) to access member information regarding eyeglass, contact lens orders, optical benefit usage and reordering contact lens orders using regional commercial bank credit card with the batch control procedures.Operation of basic office machines (photocopier, 10-key, computer keyboard, multiline phone systems, fax, etc). Uses Blue Gate / Common Membership appropriate ancillary product module to confirm optical benefit amounts and eligibility. Uses KP Health Connect to review or retrieve members medical eyecare information when necessary and appropriate, such as spectacle and contact lens prescriptions. Documents requisite information and transmits staff messaging or telephone encounters per established guidelines and workflows.


• Train or orient new or less experienced staff. Working with leadership and stakeholders as a Subject Matter Expert (SME) to improve training and workflows. Proactively identify ways VE could improve customer service by actively participating in VE UBT work to enhance member service and achieve departmental goals / targets. Display a positive team spirit by participating in training and development opportunities, sharing duties with others, and assisting VE Location UBTs in collaborative projects.


• Perform other duties as requested / assigned.