Service Representative-Ambulatory Service

Acts as first point of contact for Kaiser Permanente members/patients and assists them through the registration process under minimal direct supervision. Practices proper cash handling and reconciliation processes in accordance with established policies and guidelines. Focuses on member and patient needs, developing and sustaining productive relationships. Actively seeks to understand member/patient circumstances, problems, expectations, and needs.

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.
• Offers direction and instructional guidance to patients unable to perform check-in services independently via KP interactive and emerging technologies.
• Coordinates services to address member needs related to benefits, finance, and other member services using available technology.
• Verifies patient visits, registers patients, confirms insurance coverage, and assists with KP interactive technologies.
• Provides patient information to family members following established confidentiality guidelines.
• Assists and educates patients on the use of KP interactive and emerging technologies.
• Schedules member and non-member appointments and follow-ups via telephone, mail, electronically, or in person using Kaiser Permanente’s computer systems.
• Verifies member benefits, updates patient demographics, and notifies members of applicable cost shares.
• Directs patients to waiting areas and manages appointment changes due to cancellations.
• Answers calls, relays messages, and distributes forms, questionnaires, and patient communication materials.
• Performs clerical duties such as direct booking, copying, and supporting clinic strategic goals.
• Provides telephone reception, screens and refers calls, and gives general or procedural information.
• Follows Kaiser Permanente cash safeguarding and handling policies, collects payments, and balances daily revenue.
• For Optical Services: Coordinates eyewear delivery, communicates with labs and distribution centers, and assists with inventory control.
• For Laboratory: Explains specimen collection, rejects unsatisfactory specimens, and maintains logs and printers.
• Maintains courteous relations with patients and staff, following labor management principles.

Requirements

• High School Diploma or GED required.
• Experience in customer service and using multi-line telephones.
• Ability to work in a fast-paced environment and meet department performance standards.
• Cash handling or equivalent experience.
• Effective written and oral communication skills.
• Must pass basic computer literacy test, keyboarding proficiency test, cash handling skills test, and Customer Service Assessment test.

Preferred Qualifications

• Experience in a medical office, cashiering, or equivalent, with knowledge of medical terminology.
• Familiarity with Kaiser Permanente’s computer systems.
• Ability to deal with internal and external customers and prioritize tasks.
• For Optical Department: Recent front-line service industry experience preferred.

Schedule

• This is an on-call position covering all shifts at all locations to meet operational needs.
• Workdays: Sunday through Saturday.
• Working hours: 05:00 AM to 11:30 PM (variable shift).
• Must be prepared to stand for extended periods and promote emerging technology.

Pay

$25.56 - $29.46 per 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 will be determined at offer based on labor market data, internal alignment, and a candidate's relevant work experience, education, certifications, skills, and geographic location.