Teleservice Representative

The teleservice representative handles inbound telephone volume, answering questions, making and cancelling appointments, providing information, transfers calls to advice nurses when appropriate, intakes information from members, and composes messages for providers. It records instructions from provider in PARRS and updates member demographics.

• Handles continuous inbound telephone volume. Identifies the purpose of the members call and processes the call according to the appropriate script.


• Provides facility and provider information and some laboratory results, makes and cancels appointments, transfers members to Advice Nurses, intakes information from members, and composes messages for providers.


• Resolves problems with facility teleservice teams.


• Effectively processes calls in a systematic and organized manner following Call Center scripts, policies and procedures.


• Processes calls accordingly from hearing-impaired members.


• Receives and relays information regarding appointment cancellations.


• Records instructions from provider in PARRS.


• Updates member demographics.


• Works collaboratively with members and staff across all service lines.


• Functions as a team member to achieve Call Center goals.


• Supports and demonstrates Kaiser Permanentes/Call Centers customer service philosophy and manages calls in a professional manner.


• Identifies and/or proposes ways to improve customer service.


• Demonstrates an awareness and sensitivity to patient/family rights.


• Handles inquiries and complaints pursuant to procedure.


• Complies with departmental standards, policies and procedures regarding training, injury prevention, management of workload, and safety/emergency situations. Performs other duties as required.


• Supervisory Responsibilities: This job has no supervisory responsibilities.


• Competencies: To perform the job successfully, an individual should demonstrate the following competencies:


• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.


• Interpersonal Skills - Maintains confidentiality; treats co-workers, patients and facility visitors with respect.


• Oral Communication - Listens and gets clarification to ensure that instructions and requests are fully understood.

Grade 175 

Qualifications:

• One (1) year of direct customer service experience or the completion of a pre-employment Call Center training program.
• Per the National Agreement, current KP Coalition employees have this experience requirement waived.

• High School Diploma/GED.

• N/A

• Computer skills and data entry will be assessed via a Call Center Assessment Test.
• Ability to navigate between various software and mainframe systems on a personal computer with an established operating system.
• Excellent verbal, written and interpersonal communication skills, as well as demonstrated effective telephone skills.
• Ability to perform multiple tasks and work in a fast-paced environment.
• Excellent attendance record.
• Ability to work evenings/weekends as necessary and other days as required by contract.
• Ability to perform job functions without constant supervision.
• Ability to use a computer terminal for extended periods of time and wear a telephone headset for the majority of the work shift.
• Must have excellent customer service skills.
• Must have excellent problem-solving capabilities.

• Knowledge of medical terminology.
• Previous call center/contact center/customer service center experience.
• Experience working with interpreter services.
• Working knowledge of Kaiser Permanente mainframe programs.
• Previous appointment-making experience.
• Chinese language preferred.