Kaiser Permanente
Service Representative-Ambulatory Services (Bilingual)
Kaiser Permanente, Garden Grove, California, United States, 92641
Service Representative - Ambulatory Services (Bilingual)
Job summary: Acts as first point of contact for Kaiser Permanente members/patients and assists members/patients through registration with minimal supervision. Practices proper cash handling and reconciliation processes in accordance with established policies and guidelines. Member and patient needs should be the primary focus; develops and sustains productive member/patient relationships. Responds quickly to meet member/patient needs and resolve problems using good judgment. Functionality may differ based upon operational setting.
Essential Responsibilities
Greets members/patients and provides reception services, including directing and assisting members in navigating the medical center. Provides wayfinding to appropriate care locations/departments as availability allows. Provides guidance to patients who are unable to perform check-in independently via KP interactive and emerging technologies.
Provides coordination of services to address member needs related to benefits, finance and other member services utilizing available technology.
Provides reception for designated area(s); verifies visits with pre-established appointment scheduling; registers patients; verifies and selects appropriate insurance coverage including confirmation of alternate insurance; assists members at designated KP interactive technologies and on all Kaiser Permanente sponsored electronic devices and technologies.
Provides patient information to family members, following established patient confidentiality guidelines.
Provides patients with assistance and education regarding the use of KP interactive and emerging technologies.
Demonstrates flexibility when addressing various member issues and needs related to operations and member services.
General Job Functions:
Schedules member and non-member appointments and follow-ups by telephone, mail, electronically or in person using Kaiser Permanente computer systems as directed by provider or protocol.
Ensures current schedules are accurate; makes authorized changes as appropriate.
Verifies members benefits, notifies member of applicable cost share and updates patient demographics information including registration and billing information. Escalates issues as appropriate.
Directs patients to waiting areas; obtains information to determine priority appointment times; confirms appointment changes due to cancellations and notifies patients of alternate times; schedules/registers for follow-up appointments, tests and procedures.
Answers calls and relays messages to staff.
Distributes questionnaires, medical/authorization/insurance forms, patient communication materials, and completes statistical reports as requested.
Provides patient instructions as appropriate.
Performs related clerical duties as required, such as direct booking and copying.
Performs related clerical duties in support of Clinic Strategic Goals and Proactive Office Encounters.
Provides telephone reception for designated area by screening and referring incoming calls to appropriate staff; takes and relays messages; provides general or procedural information.
May assist in orienting new employees.
Maintains courteous relations with patients and staff.
Follows Kaiser Permanente cash safeguarding and cash handling policies and procedures; determines and collects appropriate payments for services and products; informs member of account balance information; records cash transactions in the computer system and deposits daily revenue securely in safe.
Maintains cash control by balancing total revenue with the computer system cash drawer; completes closing process in the system.
Additional duties for Service Representatives in Optical Services and Laboratory as applicable, including order logistics, specimen processing, accessioning, logging, and related activities as described by department needs.
Successful completion of required tests: basic computer literacy, keyboarding, cash handling, and Customer Service Assessment; High School Diploma or GED required.
Qualifications
Experience using multi-line telephones; recent experience in customer service; ability to work in a fast-paced environment; cash handling or equivalent experience; effective written and oral communication skills; bilingual (English/Spanish) Level I required.
Notes Will work every other weekend and some holidays as operationally needed. Must successfully pass the bilingual test (within the last 12 months) or be active in the QBS program.
License, Certification, Registration
N/A
Additional Requirements
Experience in using multi-line telephones
Recent experience in customer service
Ability to work in a fast-paced environment and meet department performance standards and guidelines
Cash handling or equivalent experience
Effective written and oral communication skills
Bilingual (English/Spanish) Level I required
Preferred Qualifications
Medical office background, cashiering or related experience and medical terminology
Knowledge of Kaiser Permanente computer systems
Ability to deal with internal and external customers
Ability to prioritize and multitask
For Optical Department - recent front-line service industry experience preferred
Notes Will work every other weekend and some holidays as operationally needed.
Job details
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industries: Hospitals and Health Care
Referrals increase your chances of interviewing at Kaiser Permanente by 2x
Get notified about new Service Representative jobs in Garden Grove, CA.
#J-18808-Ljbffr
Essential Responsibilities
Greets members/patients and provides reception services, including directing and assisting members in navigating the medical center. Provides wayfinding to appropriate care locations/departments as availability allows. Provides guidance to patients who are unable to perform check-in independently via KP interactive and emerging technologies.
Provides coordination of services to address member needs related to benefits, finance and other member services utilizing available technology.
Provides reception for designated area(s); verifies visits with pre-established appointment scheduling; registers patients; verifies and selects appropriate insurance coverage including confirmation of alternate insurance; assists members at designated KP interactive technologies and on all Kaiser Permanente sponsored electronic devices and technologies.
Provides patient information to family members, following established patient confidentiality guidelines.
Provides patients with assistance and education regarding the use of KP interactive and emerging technologies.
Demonstrates flexibility when addressing various member issues and needs related to operations and member services.
General Job Functions:
Schedules member and non-member appointments and follow-ups by telephone, mail, electronically or in person using Kaiser Permanente computer systems as directed by provider or protocol.
Ensures current schedules are accurate; makes authorized changes as appropriate.
Verifies members benefits, notifies member of applicable cost share and updates patient demographics information including registration and billing information. Escalates issues as appropriate.
Directs patients to waiting areas; obtains information to determine priority appointment times; confirms appointment changes due to cancellations and notifies patients of alternate times; schedules/registers for follow-up appointments, tests and procedures.
Answers calls and relays messages to staff.
Distributes questionnaires, medical/authorization/insurance forms, patient communication materials, and completes statistical reports as requested.
Provides patient instructions as appropriate.
Performs related clerical duties as required, such as direct booking and copying.
Performs related clerical duties in support of Clinic Strategic Goals and Proactive Office Encounters.
Provides telephone reception for designated area by screening and referring incoming calls to appropriate staff; takes and relays messages; provides general or procedural information.
May assist in orienting new employees.
Maintains courteous relations with patients and staff.
Follows Kaiser Permanente cash safeguarding and cash handling policies and procedures; determines and collects appropriate payments for services and products; informs member of account balance information; records cash transactions in the computer system and deposits daily revenue securely in safe.
Maintains cash control by balancing total revenue with the computer system cash drawer; completes closing process in the system.
Additional duties for Service Representatives in Optical Services and Laboratory as applicable, including order logistics, specimen processing, accessioning, logging, and related activities as described by department needs.
Successful completion of required tests: basic computer literacy, keyboarding, cash handling, and Customer Service Assessment; High School Diploma or GED required.
Qualifications
Experience using multi-line telephones; recent experience in customer service; ability to work in a fast-paced environment; cash handling or equivalent experience; effective written and oral communication skills; bilingual (English/Spanish) Level I required.
Notes Will work every other weekend and some holidays as operationally needed. Must successfully pass the bilingual test (within the last 12 months) or be active in the QBS program.
License, Certification, Registration
N/A
Additional Requirements
Experience in using multi-line telephones
Recent experience in customer service
Ability to work in a fast-paced environment and meet department performance standards and guidelines
Cash handling or equivalent experience
Effective written and oral communication skills
Bilingual (English/Spanish) Level I required
Preferred Qualifications
Medical office background, cashiering or related experience and medical terminology
Knowledge of Kaiser Permanente computer systems
Ability to deal with internal and external customers
Ability to prioritize and multitask
For Optical Department - recent front-line service industry experience preferred
Notes Will work every other weekend and some holidays as operationally needed.
Job details
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industries: Hospitals and Health Care
Referrals increase your chances of interviewing at Kaiser Permanente by 2x
Get notified about new Service Representative jobs in Garden Grove, CA.
#J-18808-Ljbffr