Service Representative-Ambulatory Services (Bilingual)

Job Summary:Acts as the 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, develops and sustains productive relationships, and seeks to understand... their circumstances, problems, expectations, and needs. Establishes cooperative relationships with the public, members, and staff, responding quickly to meet their needs and resolve issues using good judgment. Functionality may vary based on the operational setting.Essential Responsibilities:Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities, and applicable state, federal, and local laws.Customer Service (Greeting, Navigating, Instructing/Educating)Greets members/patients, provides reception services, directs and assists them in navigating the medical center, and offers wayfinding to appropriate care locations/departments. Provides guidance to patients who need assistance with check-in services via KP interactive and emerging technologies.Coordinates services to address member needs related to benefits, finance, and other services utilizing available technology.Registers patients, verifies insurance coverage, assists with KP interactive and emerging technologies, and educates patients on their use.Provides patient information to family members following confidentiality guidelines.Demonstrates flexibility in addressing member issues and needs related to operations and services, following KP Service Standards.General Job Functions:Schedules member and non-member appointments and follow-ups via telephone, mail, electronically, or in person using Kaiser Permanente's computer systems as directed.Verifies benefits, notifies members of applicable cost share, updates patient demographics, and directs patients to waiting areas.Answers calls, relays messages, distributes forms, completes reports, provides patient instructions, and performs related clerical duties to support Clinic Strategic Goals.Provides telephone reception, screens calls, relays messages, gives out information, and may assist in orienting new employees.Maintains courteous relations with patients and staff, following Labor Management Principles.Performs cash handling following Kaiser Permanente's policies and procedures, collects payments, balances revenue, and deposits daily revenue securely.Additional duties for Service Representatives in Optical Services include:Coordinates eyewear delivery, communicates with Optical Lab, Contact Lens Distribution Center, manages eyewear order logistics, assists with inventory control procedures.Additional duties for Service Representative in Laboratory include:Explains proper specimen collection, assures information entry in the system, updates logs, accessions laboratory requests, maintains printers, and performs pre-analytical phase testing.Basic Qualifications:Must successfully pass a basic computer literacy test and demonstrate keyboarding proficiency.Must successfully pass a cash handling skills test.Must pass a Customer Service Assessment test.Education:High School Diploma or GED required.Additional Requirements:Experience in using multi-line telephones.Recent experience in customer service.Must be able to work in a fast-paced environment, meet established department performance standards and guidelines, have cash handling or equivalent experience, effective written and oral communication skills, and be bilingual (English/Spanish) Level I.Preferred Qualifications:Experience in a medical office background, cashiering, or equivalent experience, knowledge of Kaiser Permanente's computer systems, ability to deal with internal and external customers, prioritize, multi-task, and for the Optical Department - recent front-line service industry experience is preferred.Notes:Bilingual QBS Spanish required. Prior healthcare reception experience highly desired.This is an on-call position; days and hours may vary.Must successfully pass or have passed the bilingual test (within the last 12 months) or be active in the QBS program.#J-18808-Ljbffr