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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 Specialist I - HMO

Location: Spokane, WA Job Number: 708682 Date posted: 06/14/2018
Description: Resolve complaints and inquires and provide information to members, prospective members, providers, other insurance carriers, agents and brokers, attorneys, employer groups and other member or provider representatives in writing, in person and over the telephone. Issues may be health plan related (e.g. medical coverage, claims, referrals, eligibility) or delivery system issues (e.g., appointment access, medical center service complaints, physician selection, fee quotes, patient billing issues) or governance issues (e.g., voting member information, consumer governance policies).

Essential Responsibilities:
  • Responds to health plan, delivery system, and governance inquiries and complaints in writing and over the telephone.
  • Researches issues. Interact with other departments, physicians or administrators as needed. Resolve or escalate when appropriate.
  • Identify errors and determine what corrective steps need to be taken to resolve.
  • Interpret and apply all benefits according to appropriate contract.
  • Document all interactions in contract tracking system according to regulatory guidelines.


  • Basic Qualifications:
    Experience
  • Minimum one (1) years of customer service experience.
    Education
  • High School Diploma/GED.
    License, Certification, Registration
  • N/A


    Additional Requirements:
  • Communication, customer service, analytical and problem solving skills.
  • Ability to exercise discretion.
  • Computer skills in a Windows environment.


    Preferred Qualifications:
  • Call center experience in a health care or insurance environment.

  • Associate's degree in a related field.

    Primary Location: Washington,Spokane,Admin. Center North Spokane 5615 W Sunset Hwy. Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri, Working Hours Start: 8:00 AM Working Hours End: 5:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Non-Union, Non-Exempt Job Level: Individual Contributor Job Category: Customer Services Department: HPA HMO Ops Member Services 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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    Jan 24, 2018

    "Operations Manager"

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