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Experience:
No experience
Employment Type:
Intern/Co-op
Posted:
5/29/2015
Job Category:
Human Resources
Industry:
Health Care & Medicine
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HRSC Contact Analyst Assoc
Kaiser Permanente | Alameda, California
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Job Description

Performs a variety of general personnel/clerical tasks in such areas as employee records, benefits, education/training, employment, compensation, and equal employment opportunity. Maintains both manual and automated personnel records, collects and compiles sensitive and confidential personnel statistics and prepares reports. In accordance with procedures, furnishes information to authorized persons and/or agencies. Through Direct contact, provides information to all levels of employees regarding personnel policies and procedures.

Essential Functions:
Under direct supervision, responds to routine employee inquiries and processes transactions related to one of the following Human Resources programs: benefits, leaves of absences, pay practices, retirement, disability and worker's compensation.
Handles calls from employees and responds to routine employee inquiries related to one of the following HR programs: benefits, leaves of absences, pay practices, retirement, disability and worker's compensation. Escalates issues to appropriate resources to ensure resolution. Enters and retrieve data, and process basic Human Resources transactions utilizing Windows-based tools. Performs other related duties as assigned by management.
Consistently supports compliance with standard Contact Center practices, Attendance Practice, the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licenser requirements (if applicable), and Kaiser Permanente's policies and procedures.
In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by the Kaiser Permanente Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to each other, to our members, and to purchasers, contracted providers and vendors.
Performs a variety of general personnel/clerical tasks in such areas as employee records, benefits, education/training, employment, compensation, and equal employment opportunity. Maintains both manual and automated personnel records, collects and compiles sensitive and confidential personnel statistics and prepares reports. In accordance with procedures, furnishes information to authorized persons and/or agencies. Through Direct contact, provides information to all levels of employees regarding personnel policies and procedures.

Essential Functions:
Under direct supervision, responds to routine employee inquiries and processes transactions related to one of the following Human Resources programs: benefits, leaves of absences, pay practices, retirement, disability and worker's compensation.
Handles calls from employees and responds to routine employee inquiries related to one of the following HR programs: benefits, leaves of absences, pay practices, retirement, disability and worker's compensation. Escalates issues to appropriate resources to ensure resolution. Enters and retrieve data, and process basic Human Resources transactions utilizing Windows-based tools. Performs other related duties as assigned by management.
Consistently supports compliance with standard Contact Center practices, Attendance Practice, the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licenser requirements (if applicable), and Kaiser Permanente's policies and procedures.
In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by the Kaiser Permanente Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to each other, to our members, and to purchasers, contracted providers and vendors.

Qualifications

Basic Qualifications:
Experience
Minimum one (1) year of experience in a customer service or call center environment required.
Education
High School Diploma or General Education Development (GED) required.
License, Certification, Registration
N/A
 
Additional Requirements:
General content knowledge in one or more of the following areas: payroll, benefits, worker's compensation, leaves of absences, union guidelines and/or general HR knowledge preferred.
Ability to prioritize, problem-solve and apply critical thinking skills required.
Ability to work within a high production level call center environment with varied levels of complexity.
Ability to interact effectively with employees from all levels and regions required.
Strong interpersonal, verbal, active listening, and written communication skills with a customer service focus required.
Must have strong computer and keyboarding skills.
Must be able to work in a Labor / Management Partnership environment.
Demonstrated ability to effectively navigate multiple HR systems; Strong keyboarding skills required. Attention to detail, accuracy and quality required.
 

Preferred Qualifications:

Related college level course work preferred.
Basic familiarity with PeopleSoft 8.8-9.0 or similar software preferred.
Proficiency in Lotus Notes or MS Outlook, Microsoft Word, Excel and PowerPoint preferred.
Knowledge of Kaiser Permanente benefits, pay, leaves plans preferred.

Basic Qualifications:
Experience
Minimum one (1) year of experience in a customer service or call center environment required.
Education
High School Diploma or General Education Development (GED) required.
License, Certification, Registration
N/A
 
Additional Requirements:
General content knowledge in one or more of the following areas: payroll, benefits, worker's compensation, leaves of absences, union guidelines and/or general HR knowledge preferred.
Ability to prioritize, problem-solve and apply critical thinking skills required.
Ability to work within a high production level call center environment with varied levels of complexity.
Ability to interact effectively with employees from all levels and regions required.
Strong interpersonal, verbal, active listening, and written communication skills with a customer service focus required.
Must have strong computer and keyboarding skills.
Must be able to work in a Labor / Management Partnership environment.
Demonstrated ability to effectively navigate multiple HR systems; Strong keyboarding skills required. Attention to detail, accuracy and quality required.
 

Preferred Qualifications:

Related college level course work preferred.
Basic familiarity with PeopleSoft 8.8-9.0 or similar software preferred.
Proficiency in Lotus Notes or MS Outlook, Microsoft Word, Excel and PowerPoint preferred.
Knowledge of Kaiser Permanente benefits, pay, leaves plans preferred.

About Kaiser Permanente

Company Description

Serving approximately 8.7 million members in nine states and the District of Columbia, Kaiser Permanente is America's leading nonprofit integrated health plan.

Kaiser Permanente's mission is to provide high-quality, affordable health care services to improve the health of our members and the communities we serve.

Our Northern California Region provides integrated health care services to approximately 3.2 million members. Approximately 4,400 physicians of The Permanente Medical Group provide services at 20 medical centers and numerous medical offices.

Company History

Founded in 1945, Kaiser Permanente is the nation’s largest not-for-profit health plan, serving more than 8.6 million members, with headquarters in Oakland, Calif. It comprises:

  1.   • Kaiser Foundation Health Plan, Inc.

  • Kaiser Foundation Hospitals and their subsidiaries

  • The Permanente Medical Groups.

At Kaiser Permanente, physicians are responsible for medical decisions. The Permanente Medical Groups, which provide care for Kaiser Permanente members, continuously develop and refine medical practices to help ensure that care is delivered in the most efficient and effective manner possible.

Kaiser Permanente’s creation resulted from the challenge of providing Americans medical care during the Great Depression and World War II, when most people could not afford to go to a doctor. Among the innovations it has brought to U.S. health care are:

  • prepaid health plans, which spread the cost to make it more affordable

  • physician group practice to maximize their abilities to care for patients

  • a focus on preventing illness as much as on caring for the sick

  • an organized delivery system, putting as many services as possible under one roof

Mission & Values

As a health care organization in the 21st century, we have a mission--to provide quality care for our members and their families, and to contribute to the well-being of our communities.

Working Here

When you bring your career to Kaiser Permanente, the work you do directly affects the health of millions. From the business people who shape our policies, to the IT professionals enabling life-saving data, to the nurses and physicians on the front line of patient care, everyone here has a role to play in the care continuum. Knowing you have a place in that process and witnessing the outcome of the work you do is empowering. It gives you a cause to stand behind. And it makes you feel proud of the work you do every day. When people witness the impact of their contributions, they excel. Together we have the power to make a difference.

Hiring Information

The first step in beginning your career search is to look for open jobs that match your skills, qualifications, and interests. Each posting includes a description of the position and the minimum required qualifications. Once you find a position you are interested in, register for an account and provide your information for consideration online.

Benefits

As an employee, you are eligible for benefits according to your full-time/part-time status and the number of hours scheduled to work per week. Benefits may vary based on your Kaiser Permanente region, position, scheduled hours, and representation by collective bargaining or employee groups, but generally include:

  • generous vacation, holiday, and sick leave

  • medical care (including prescriptions), vision, mental health, and dental care

  • disability and life insurance coverage

  • educational opportunities and tuition reimbursement

  • employee assistance programs

  • health care, dependent care, and transit spending account options

  • retirement plans

In addition, we believe in recognizing stellar performance and sponsor a variety of programs designed to reward our skilled, innovative, caring, and committed staff.

In short, at Kaiser Permanente, we understand that there is a direct correlation between happy employees and happy members. We take pride in the compassion and dedication of our employees and find many ways to reward their hard work. In return, our employees take pride in being a part of a collaborative, professional team focused on quality, service, and care.

Honors & Awards

Kaiser Permanente of Northern California has earned an "Excellent" rating from the National Committee for Quality Assurance (NCQA)-the nation's leading reviewer of health plan quality for consumers and employers. Excellent is the top rating granted by NCQA, which reviews satisfaction surveys, preventive measures, physician credentialing, member services and improvement initiatives.*

Both our Northern and Southern California regions were the only health plans in California identified by the NCQA in its list of the best health care programs in the Pacific States. (NCQA's The State of Health Care Quality 2003)

The Joint Commission on Accreditation of Healthcare Organizations accredits all Kaiser Foundation Hospitals in California.

For the seventh straight year, no other health plan has earned higher ratings from the California Cooperative Health Reporting Initiative on more measures than Kaiser Permanente. The annual ratings measure clinical quality and member satisfaction. (CCHRI Report on Quality 2003)

Our Northern California region received more three-star "Excellent" ratings than any other health plan surveyed by California's Office of the Patient Advocate on California's Quality of Care Report Card 2003-04.

* Commercial HMO and Medicare-contracted product lines: April 2003.