Service Associate

This position represents 14 openings.

About the role

This position is responsible for providing high-quality telephone and support services to Kaiser Permanente members, staff, and associates via the automated call distribution system or approved telephony system. The role ensures timely and efficient practitioner, hospital, and patient communication support, including answering telephone calls, scheduling appointments, addressing medical records inquiries, and following established policies and procedures. The incumbent routes calls to advice nurses for clinical review based on symptoms or guidelines, answers questions about members' health plans, and supports message management processes. All calls are conducted in a prompt, professional, and customer-focused manner. The position also manages incoming calls to the regional operator line and routes them to the appropriate department, while maintaining proficiency in navigating the electronic medical record for scheduling and information gathering.

Responsibilities

• Schedules, reschedules, cancels, and/or verifies patient appointments utilizing decision trees or appropriate scheduling tools.
• Verifies member and benefit eligibility, creates medical record numbers, and requests membership cards as required.
• Facilitates communication between parties and routes messages using message management processes or smart-phrases per established guidelines.
• Refers calls for member hospitalization to the Health Care Team or On-Call provider if after hours.
• Maintains and distributes the After-Hours Call Schedule and core hospital diversion status.
• Utilizes the Referral Consultant List to locate specialists within or outside of Kaiser Permanente.
• Uses kp.org and appointment wait lists as required.
• Collaborates with Quality Resource Managers (QRM) when inpatient and/or outpatient services are needed.
• Educates members on the proper use of Health Plan systems, processes, facilities, and required authorization forms for the release of health care information.
• Follows department processes to support members who need bilingual or hearing-impaired services.
• Collects cumulative data and statistics as needed; may enter data into automated systems.
• Trains and orients new or less experienced staff as needed.
• Provides peer support as needed.
• Demonstrates in-depth operational knowledge of each Health Information Management (HIM) area by analyzing caller needs and evaluating documentation to ensure requests are routed appropriately.
• Ensures members' requests for forms and medical records are completed within turnaround time goals or expedited when required.
• Fulfills release of records with verbal requests following guidelines and protocols when appropriate.
• Manages calls on the Regional Operator Line and ensures callers are transferred to the appropriate department.
• Supports secured messaging via designated technology, including chat, cell phone, text messaging, or other identified tools.
• Responds to and follows up on messages left on the Regional Operator Line voicemail.
• May participate in special projects, studies, or other activities as directed.

Requirements

• Minimum one (1) year of experience in a similar customer service position.
• Minimum one (1) year of experience in a high-volume call center or chat experience.
• High School Diploma or General Education Development (GED) required.
• Working knowledge of PC with keyboarding skills of 35 wpm minimum.
• Ability to communicate effectively and courteously on the telephone.
• Ability to effectively interact and negotiate with diverse work units at all organizational levels.
• Demonstrated analytical and problem-solving skills.
• Completion of a Customer Service Assessment.
• Customer service aptitude demonstrated through Customer Service Assessment.
• Knowledge of medical terminology.

Preferred Qualifications

• Appointment-setting experience in a clinical setting or health care service role.
• Medical Records experience in a clinical setting responding to inquiries for health information, forms, and records.

Pay

$22.65 - $29.26 / hour. Kaiser Permanente strives to offer a market-competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of the total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.

Schedule

• Full-time, 40 hours per week.
• Variable shift: Sun, Mon, Tue, Wed, Thu, Fri, Sat.
• Working hours: 12:01 AM – 11:59 PM.

Worker location must align with Kaiser Permanente's Authorized States policy. Remote work setting.