Customer Service Representative I

The Customer Service Representative is responsible for increasing customer satisfaction and retention by providing members, customers, patients and providers with accurate, consistent, timely and meaningful information. They will provide support to members inquiries and issues as they utilize the KP plan and provider services, continuing to build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.

• Available to handle member inquiries regarding:


• Member Core: Facility Inquiry, Web Support, Promote KP.Org, Order ID Card, Complaint, ID Card Inquiry, Service Review.


• Member Adv.: Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults.


• Medicare: For up to two regions.


• Premium Billing Enterprise: Billing Inquiry, Make Payments, Complaints, EFT Inquiry, General, Reinstatement Request, Service Review, KPC Billing, 1095 Tax Form, SLP* (*escalations to Tier III)


• Represents Health Plan by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues.


• Responds professionally to inquiries from internal/external customers.


• Initiates contact with the appropriate Health Plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.


• Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.


• Documents according to procedure.


• Follows established procedures to meet customer/member needs.


• Required to effectively interact with diverse work units and relevant organizational departments.


• Has substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks.


• Ability to understand relevant policies, processes and customers.


• Assist the department in meeting customer needs and reaching department expectations.


• Completes required training and understand how to use tools available to recall necessary information.


• Develop a full awareness of the way performance and actions affect members and Member Service Contact Centers (MSCC) performance guarantees (call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted).


• Promotes, ensures and provides customer service to internal/external customers by demonstrating skills which are consistent with the organizations philosophy of providing extraordinary customer relations and quality service.


• Consistently supports compliance and the Principles of Responsibility (Kaiser Permanentes Code of Conduct) by maintaining the privacy and confidentiality of information, and protects the assets of the organization.


• Performs other relevant duties as required.

Qualifications:

• Minimum two (2) years of customer service experience required or KP member-interacting experience.

• High School Diploma or equivalent (GED)

• N/A

• Minimum typing speed of 30 WPM (Typing test must be current within one (1) year of the posting period).


• Must pass knowledge checks while in training.


• Must pass Classification Assessment


• Excellent written and verbal communication skills


• Demonstrated analytical and problem-solving skills.


• Working knowledge of systems used within the MSCC.


• Ability to read and respond briefly, clearly and effectively.


• Ability to think critically and problem solve.

• Call Center Experience


• Health Insurance Experience

Notes:

• 24/7 call center.


• Shifts are awarded by seniority.


• Staff could work any 8-hour shift within that timeframe. 


• Schedule to include rotating weekends, holidays and floating within the established seniority section.