Customer Service Representative I - Denver

Kaiser Permanente

3mo ago

Applications are closed

Job
Full-time
Entry Level
Customer Relations
Denver
Remote

Requirements

Minimum two (2) years of customer service experience or KP member-interacting experience required.
Per the National Agreement, current KP Coalition employees have this experience requirement waived.
Education:
High School Diploma or General Education Development (GED) required.
License, Certification, Registration:
N/A
Additional Requirements:
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.
Required Testing:
Contact Center Simulation - Must obtain a Recommend rating
Typing test - 30 wpm with 5% or less error rate
Writing test - must obtain an overall score of 30
Math test - must obtain an overall score of 30
Must successfully pass knowledge checks while in training.
Preferred Qualifications:
Call center experience preferred.
Health insurance experience preferred.

Responsibilities

Member Core: Facility Inquiry, Web Support, Promote KP. Org, Order ID Card, Complaint, ID Card Inquiry, Service Review.
Member Advance: 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).
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. 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.
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 conversations with members 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).
Consistently supports compliance and the Principles of Responsibility (Kaiser Permanentes Code of Conduct) by maintains the privacy and confidentiality of information, and protects the assets of the organization.
Performs other relevant duties as required.

Kaiser Permanente

Science & Healthcare

Industry

10,001+

Employees

1945

Founded Year

Mission & Purpose

We are relentless in our pursuit of excellence. Founded nearly 80 years ago, our unique business model sets us apart — positioning us to drive improvements across the industry and around the world. k-p.li/aboutKP As the nation’s leading not-for-profit health plan, we proudly serve 12.7 million members from 600+ locations in 8 states and Washington, D.C. Together, our 200,000+ employees and physicians work as one to positively impact the lives of our members, employees, and communities. Come drive quality, inspire excellence, and create change for the better. Bring your talents to Kaiser Permanente, and see your visionary ideas make a difference in the lives of others. This is your opportunity to shape the future of health care. Be essential. *Disclaimer: Please do not include any medical, personal or confidential information in your comments. Comments are encouraged; however, Kaiser Permanente reserves the right to moderate comments on this page as necessary to prevent medical, personal and confidential information from being posted on this site. In addition, Kaiser Permanente will remove all spam, personal attacks, profanity, and off-topic commentary. Comments containing advertisements about goods or services or announcements about news or events that are not related to Kaiser Permanente will be removed. Please note that your communications with Kaiser Permanente through this page are informal and are not part of Kaiser Permanente’s formal grievance process for members.