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Experience:
No experience
Employment Type:
Intern/Co-op
Posted:
12/22/2015
Job Category:
Health Care Provider
Industry:
Health Care & Medicine
Service Representative (Bilingual)
Kaiser Permanente | San Diego, California
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Job Description

Acts as first point of contact for Kaiser Permanente members/patients and assists members/patients through registration process under minimal direct supervision. Practices proper cash handling and reconciliation processes in accordance with established policies and guidelines. Makes members/patients and their needs a primary focus of one's actions. Develops and sustains productive member/patient relationships. Actively seeks information to understand member/patient circumstances, problems, expectations, and needs. Builds rapport and cooperative relationship with member/patients. Considers how actions or plans will affect members/patients; responds quickly to meet member/patient needs and resolves problems.

Essential Functions:
Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
Schedules member and non-member appointments by telephone, mail, electronically or in person utilizing Kaiser Permanente's computer systems.
Responsible for timely response to in-basket inquires.
Verifies members' benefits, notifies member of applicable cost share and updates patients' demographics information.
Obtains relevant information to determine priority appointment time/date, confirms appointment changes due to cancellations and notifies patients of available alternate times, schedules diagnostic lab/x-ray tests.
Ensures current schedules are accurate, makes authorized changes.
Provides reception for designated area(s).
Verifies patient's visit with pre- established appointment schedule in computer system.
Registers patients.
Verifies and selects appropriate insurance coverage including confirmation of alternate insurance, and may assist at designated kiosks.
Determines and collects appropriate payments for services rendered as required per health plan coverage and the established fee schedule.
Informs member of account balance information.
Collects and documents in the computer system receipt of a variety of financial and non-financial forms and reviews with members as appropriate.
Directs patients to waiting areas.
Schedules follow-up and additional visits as directed by provider or pre-established protocol.
Follows Kaiser Permanente cash safeguarding and cash handling policies and procedures.
Carries out appropriate cash control procedures of balancing total revenue received with computer system cash drawer to ensure accuracy.
Completes closing process in the computer system and deposits daily revenue securely in safe.
Provides telephone reception for designated area by screening and referring incoming calls to appropriate staff; takes and relays messages.
Gives out general or procedural information.
Distributes questionnaires, various medical/authorization/insurance forms, and completes statistical reports as requested.
May be required to request patient medical charts and x-rays in advance of patient's scheduled appointment.
Performs related duties as required, such as opening and sorting mail, scheduling meetings, routing various documents to appropriate departments, copying, and filing.
Maintains courteous relations with patients and staff.
May perform other duties as required.
Acts as first point of contact for Kaiser Permanente members/patients and assists members/patients through registration process under minimal direct supervision. Practices proper cash handling and reconciliation processes in accordance with established policies and guidelines. Makes members/patients and their needs a primary focus of one's actions. Develops and sustains productive member/patient relationships. Actively seeks information to understand member/patient circumstances, problems, expectations, and needs. Builds rapport and cooperative relationship with member/patients. Considers how actions or plans will affect members/patients; responds quickly to meet member/patient needs and resolves problems.

Essential Functions:
Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
Schedules member and non-member appointments by telephone, mail, electronically or in person utilizing Kaiser Permanente's computer systems.
Responsible for timely response to in-basket inquires.
Verifies members' benefits, notifies member of applicable cost share and updates patients' demographics information.
Obtains relevant information to determine priority appointment time/date, confirms appointment changes due to cancellations and notifies patients of available alternate times, schedules diagnostic lab/x-ray tests.
Ensures current schedules are accurate, makes authorized changes.
Provides reception for designated area(s).
Verifies patient's visit with pre- established appointment schedule in computer system.
Registers patients.
Verifies and selects appropriate insurance coverage including confirmation of alternate insurance, and may assist at designated kiosks.
Determines and collects appropriate payments for services rendered as required per health plan coverage and the established fee schedule.
Informs member of account balance information.
Collects and documents in the computer system receipt of a variety of financial and non-financial forms and reviews with members as appropriate.
Directs patients to waiting areas.
Schedules follow-up and additional visits as directed by provider or pre-established protocol.
Follows Kaiser Permanente cash safeguarding and cash handling policies and procedures.
Carries out appropriate cash control procedures of balancing total revenue received with computer system cash drawer to ensure accuracy.
Completes closing process in the computer system and deposits daily revenue securely in safe.
Provides telephone reception for designated area by screening and referring incoming calls to appropriate staff; takes and relays messages.
Gives out general or procedural information.
Distributes questionnaires, various medical/authorization/insurance forms, and completes statistical reports as requested.
May be required to request patient medical charts and x-rays in advance of patient's scheduled appointment.
Performs related duties as required, such as opening and sorting mail, scheduling meetings, routing various documents to appropriate departments, copying, and filing.
Maintains courteous relations with patients and staff.
May perform other duties as required.

Qualifications

Basic Qualifications:
Experience
Experience in using multi-line telephones.
Recent experience in customer service, cash handling or equivalent experience.
Education
N.A.
Licenses, Certifications, Registrations
N/A.

 

Additional Requirements:
Must successfully pass basic computer literacy test.
Must successfully pass cash handling skills test.
Effective written and oral communication skills.
Must demonstrate proficiency in keyboarding.
As part of applicant process, must take Customer Service Assessment for non KP employees only.

Bilingual (English/Spanish) Level I.

 

Preferred Qualifications:
Experience in medical office background, cashiering and or equivalent experience and medical terminology preferred.
High School graduation, GED or equivalent preferred.
Knowledge of Kaiser Permanente's computer systems preferred.
Must be able to work in fast paced environment preferred.
Demonstrates ability to deal with internal and external customers preferred.
Ability to prioritize and multi task preferred.


Notes:

Must successfully pass or have passed the bilingual test (within the last 12 months), or be active in the QBS program.

Basic Qualifications:
Experience
Experience in using multi-line telephones.
Recent experience in customer service, cash handling or equivalent experience.
Education
N.A.
Licenses, Certifications, Registrations
N/A.

 

Additional Requirements:
Must successfully pass basic computer literacy test.
Must successfully pass cash handling skills test.
Effective written and oral communication skills.
Must demonstrate proficiency in keyboarding.
As part of applicant process, must take Customer Service Assessment for non KP employees only.

Bilingual (English/Spanish) Level I.

 

Preferred Qualifications:
Experience in medical office background, cashiering and or equivalent experience and medical terminology preferred.
High School graduation, GED or equivalent preferred.
Knowledge of Kaiser Permanente's computer systems preferred.
Must be able to work in fast paced environment preferred.
Demonstrates ability to deal with internal and external customers preferred.
Ability to prioritize and multi task preferred.


Notes:

Must successfully pass or have passed the bilingual test (within the last 12 months), or be active in the QBS program.

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.