Description |
As a member of Kaiser Permanente Colorado's team, you'll be proud of the contributions you make every day. From our financial professionals and IT team members to our RNs and physicians on the front line of care-we work together to advocate the health and well-being of our members, colleagues, and communities. And we do it all in an environment known for breathtaking scenery. Maintaining a close relationship with the natural beauty that surrounds them, the cities of Denver, Boulder, Longmont, and Colorado Springs offer something for everyone-from historic districts to family neighborhoods to world-class ski resort trails. Prepare to be inspired.
Increase customer satisfaction & retention by providing members, customers, patients, & providers w/ accurate, consistent, timely, & meaningful information and prepare them to fully utilize & maximize the benefits of their KP coverage. Build rapport & collaborative relationships w/ current & prospective members in accordance w/ compliance guidelines. Makes members/patients & their needs a primary focus of one's actions; develops & sustains productive member/patient relationships. Actively seeks information to understand member/patient circumstances, problems, expectations, & needs. Builds rapport & cooperative relationship w/ members/patients. Considers how actions or plans will affect members; responds quickly to meet member/patient needs & resolves problems.
Essential Functions:
- Be available to handle member inquiries
- Represent Health Plan by answering & documenting all incoming contacts to determine their nature, & respond to complex calls related to specialized product lines or queues
- Respond w/ empathy to complaints & concerns from members concerning Health Plan benefits, account status, payment history, & medical services
- Initiate contact w/ the appropriate Health Plan, medical group, & facility personnel to obtain information relevant to the concern or inquiry as needed
- Evaluate data to determine & implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
- Document according to procedure
- Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, member retention, & making return contact as warranted
- Complete required training (including, but not limited to, annual certifications) & understand how to use tools available to recall necessary information
- Effectively diffuse anger, tension, & hostility, within regulatory guidelines, of members expressing concerns about KP
- Maintain awareness of the way performance & actions affect members & KP's financial stewardship
- Be open & receptive to feedback, & change behavior to improve performance
- In addition to defined technical requirements, accountable for consistently demonstrating service behaviors & 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, & behaviors necessary to provide superior & culturally sensitive service to each other, to our members, & to purchasers, contracted providers & vendors
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Requirements |
Basic Qualifications:
- A minimum of 2 years customer service experience required
- High school diploma or equivalent
- Minimum typing speed = 30 WPM
- Has substantial understanding of the job & applies knowledge & skills to complete a wide range of tasks
- Ability to thoroughly understand a large, complex organization & its functional policies, processes, & customers
- Excellent written & verbal skills
- Ability to effectively interact & negotiate w/ diverse work units at all organizational levels
- Demonstrate analytical & problem-solving skills
- Basic knowledge of mainframe & personal computers required
- Succeed in required skill assessment of Windows operating system, Microsoft Word, & website navigation
- Demonstrate strong reading comprehension & writing stills to analyze & document interaction
- Succeed in required skill assessment of basic math/accounting
- Follow established procedures to meet customer/member needs
- Demonstrates primary commitment to customer/member needs (before other requirements), intervening & taking immediate action as appropriate
- Ability to read & respond clearly & succinctly
- Ability to think critically
- Excellent written & verbal skills
- Demonstrate analytical & problem-solving skills
- Ability to understand, interpret, act on, & direct own work based on analysis of a variety of statistical measurements of individual & contact center performance
- Demonstrated customer service skills, customer focus abilities & the ability to understand Kaiser Permanente customer needs
Preferred Qualifications:
- Call center experience preferred
- Health insurance experience preferred
Primary Location: Colorado-Denver
Scheduled Hours (1-40): 40
Shift: Variable
Working Days: M-F
Working Hours Start: 8 AM
Working Hours End: 7 PM
Schedule: Full-time
Job Type: Standard
Employee Status: Regular
Employee Group: SEIU - Local 105
Job Level: Individual Contributor
Job: Customer Services
Public Department Name: MSCC
Travel: No
Job Eligible for Benefits: Yes
External hires must pass a background check/drug screen. We are proud to be an equal opportunity/affirmative action employer.
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