About the position
The Service Representative for Ambulatory Services at Kaiser Permanente serves as the first point of contact for members and patients, guiding them through the registration process with minimal supervision. This role emphasizes the importance of member and patient needs, fostering productive relationships and ensuring a high level of customer service. The representative is responsible for greeting members, providing reception services, and assisting patients in navigating the medical center. This includes offering wayfinding to appropriate care locations and providing instructional guidance to those who may struggle with check-in services using Kaiser Permanente's interactive technologies. In addition to reception duties, the Service Representative coordinates services related to member benefits and finance, utilizing available technology to address member needs. They verify patient appointments, register patients, confirm insurance coverage, and assist with the use of Kaiser Permanente's electronic devices. The representative must maintain patient confidentiality while providing information to family members and educating patients on the use of interactive technologies. The role also involves scheduling appointments, ensuring accurate schedules, and managing patient demographics. The representative answers calls, distributes medical forms, and performs clerical duties to support clinic goals. Cash handling is a critical aspect of the position, requiring adherence to Kaiser Permanente's cash safeguarding policies, collecting payments, and ensuring accurate revenue reporting. Additional responsibilities may include coordinating eyewear delivery in the Optical Services department or managing laboratory requests in the Laboratory department. This position is temporary for three months, with the possibility of extension, and requires flexibility in scheduling, including potential Saturday coverage.
Responsibilities
- Acts as the first point of contact for Kaiser Permanente members/patients.
- Greets members/patients and provides reception services, directing them through the medical center.
- Provides wayfinding to appropriate care locations and assists patients with check-in services using KP technologies.
- Coordinates services to address member needs related to benefits and finance.
- Verifies patient appointments, registers patients, and confirms insurance coverage.
- Provides patient information to family members while maintaining confidentiality.
- Educates patients on the use of KP interactive technologies.
- Schedules member and non-member appointments and follow-ups using Kaiser Permanente's computer systems.
- Ensures current schedules are accurate and makes authorized changes as needed.
- Directs patients to waiting areas and confirms appointment changes due to cancellations.
- Answers calls and relays messages to staff, providing general information as needed.
- Performs related clerical duties such as direct booking and copying.
- Follows cash handling policies and collects payments for services rendered.
- Coordinates eyewear delivery and manages eyewear order logistics in the Optical Services department.
- Explains proper specimen collection and manages laboratory requests in the Laboratory department.
Requirements
- High School Diploma or GED required.
- Must successfully pass basic computer literacy test and demonstrate keyboarding proficiency.
- Must successfully pass cash handling skills test.
- Must pass Customer Service Assessment test.
- Experience in using multi-line telephones.
- Recent experience in customer service.
- Effective written and oral communication skills.
- Must be able to work in a fast-paced environment and meet established performance standards.
Nice-to-haves
- Experience in a medical office background or cashiering.
- Knowledge of Kaiser Permanente's computer systems.
- Demonstrates ability to deal with internal and external customers.
- Ability to prioritize and multi-task.
- Recent front-line service industry experience for Optical Department.
Benefits
- Temporary position with potential for extension.
- Flexible scheduling including back-up shifts and possible Saturday coverage.
