Teleservice Representative

Teleservice Representative

Assists members to obtain medical service by scheduling primary care and selected specialty appointments for centers and providers. Assists physicians with initiation and execution of Telemedicine appointments, faxing prescriptions and referrals, as needed.

Essential Responsibilities:

• Receives phone calls and verifies identity and eligibility of callers.
• Understands members request and schedules primary care or selected specialty appointments for medical treatment or sends message to the members Health Care Team.
• Uses defined scripts per members symptoms, following its directives for disposition and documents in the medical record according to established workflow.
• Transfers calls to medical advice nurse or other departments when indicated or directed by script.
• Provides information about location of medical centers, pre-appointment preparation, and limited, related member benefit information.
• Schedules follow up appointments for providers.
• Opt members in for appointment SMS text reminders.
• Reviews Health Maintenance Reminders with members, booking appropriate appointments as needed.
• Assists members to select a personal provider and pre-enrolls callers as needed.
• Makes changes to callers address, medical center, or other demographic information as needed.
• Makes outbound calls and receives calls to/from new members and new Medicaid members to onboard them as a new to Kaiser Permanente.
• Schedules video conferencing appointments and provides technical support for members with Telemedicine Appointments. Assists Telemedicine providers by faxing prescriptions and referrals, as needed. Initiates on-line meetings and provides introduction of member to Telemedicine physician.
• Performs other related duties as directed.

Basic Qualifications:

• One (1) year of experience in a high volume customer service capacity required.
• One (1) year of experience answering high volume telephone calls in a professional setting (20-30 calls per day).
• Per the National Agreement, current KP Coalition employees have this experience requirement waived.

Education:

• High School Diploma or equivalent required.

License, Certification, Registration:

• N/A

Additional Requirements:

• Proficiency in the use of applicable computer software.
• Effective interpersonal and communication skills.
• Ability to type 35 words per minute.

Preferred Qualifications:

• Experience in health care preferred.
• Knowledge of medical terminology preferred.
• Fast paced workplace experience preferred.
• Detail oriented job experience preferred.
• Work experience using multiple applications preferred.