Customer Service Representative 1

Kaiser Permanente • Honolulu, HI

84d

About The Position

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.

Requirements

• Two (2) years of customer service experience required or KP member-interacting experience
• High School Diploma or equivalent (GED)
• Must pass Classification Assessment
• Must pass knowledge checks while in training
• Minimum typing speed of 30 WPM
• Excellent written and verbal communication skills
• Demonstrated analytical and problem-solving skills
• Working knowledge of systems used within the MSCC
• Able to read and respond briefly, clearly, and effectively
• Able to think critically and problem solve
• Successful completion of credentialing process upon hire

Nice To Haves

• Call Center experience
• Health Insurance experience

Responsibilities

• Facility Inquiry
• Web Support
• Promote KP.Org
• Order ID Card
• Complaint
• ID Card Inquiry
• Service Review
• Eligibility Inquiry
• Benefit Inquiry
• General Inquiry
• Correspondence Inquiry
• Add/Remove Dependent
• New Member Experience
• Internal Regional Request
• IVR Defaults
• Billing Inquiry
• Make Payment
• EFT Inquiry
• Reinstatement Request
• KPC Billing
• 1095 Tax Form
• Escalations to Tier 3
• Document all incoming contacts
• Respond to complex calls
• Initiate contact with appropriate personnel
• Evaluate data to resolve complaints
• Document according to procedure
• Assist department in meeting customer needs
• Complete required training
• Develop awareness of performance impact
• Promote extraordinary customer relations
• Support compliance and privacy

What This Job Offers

• Industry: Ambulatory Health Care Services
• Education Level: High school or GED