Representative, Customer Service ll
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 with an increased level of complexity in 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.
Essential Responsibilities:
- 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 (2) regions.)
- Premium Billing Enterprise: Billing Inquiry, Make Payment, Complaint, EFT Inquiry, General, Reinstatement Request, Service Review
- KPC Billing, 1095 Tax Form, SLP* (escalations to Tier 3)
- Service Billing: Billing Inquiry, Make Payments, Complaints, Payment Plan, General, Service Review
- Claims: Claim Inquiry, Claim Referral Inquiry, Complaint, General, Provider Demographic Update. Service Review.
- PSNAP - Post Stabilization Notification and Authorization Project
- Concierge
- Minimum two-and-a-half (2 1/2) years of customer service experience to include six (6) months as a Customer Service Representative I within the Member Service Contact Center shared service.
- High School Diploma or equivalent (GED).
- N/A
- Must pass Classification Assessment
- Minimum typing speed of 30 WPM (Typing test must be current within one (1) year of the posting period.
- Excellent written and verbal communication skills.
- Demonstrated analytical and problem-solving skills.
- Strong knowledge of systems used within the MSCC.
- Ability to read and respond briefly, clearly and effectively.
- Ability to think critically and problem solve.
- Manage own work with minimal direction.
- Must pass knowledge checks while in training.
- N/A
Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.
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