Customer Service Representative II

Kaiser Permanente•Duluth, GA

25d

About The Position

The Customer Service Representative is responsible for increasing customer satisfaction and retention by providing members, customers, patient and providers with accurate, consistent, timely and meaningful information. They will provide support to member's 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.

Requirements

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.

Responsibilities

Handle member inquiries regarding Member Core: Facility Inquiry, Web Support, Promote KP.Org, Order ID Card, Complaint, ID Card Inquiry, Service Review.
Handle member inquiries regarding Member Advance: Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults.
Handle member inquiries regarding Medicare (For up to two (2) regions.)
Handle member inquiries regarding Premium Billing Enterprise: Billing Inquiry, Make Payment, Complaint, EFT Inquiry, General Reinstatement Request, Service Review.
Handle member inquiries regarding KPC Billing1095 Tax Form, SLP (escalations to Tier 3).
Handle member inquiries regarding Service Billing: Billing Inquiry, Make Payments, Complaints, Payment Plan, General, Service Review.
Handle member inquiries regarding Claims: Claim Inquiry, Claim Referral Inquiry, Complaint, General, Provider Demographic Update, Service Review.
Handle member inquiries regarding PSNAP: Post Stabilization Notification and Authorization Project.
Handle member inquiries regarding Concierge.
Represent 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.
Respond professionally to inquiries from internal/external customers.
Initiate contact with the appropriate Health Plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.
Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.
Document conversations with members according to procedure.
Follow established procedures to meet customer/member needs.
Effectively interact with diverse work units and relevant organizational departments.
Understand relevant policies, processes and customers.
Assist the department in meeting customer needs and reaching department expectations.
Complete 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 Center's (MSCC) performance guarantees (call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted).
Promote, ensure and provide customer service to internal/external customers by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service.
Consistently support compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintains the privacy and confidentiality of information, and protects the assets of the organization.
Perform other relevant duties as required.