Service Representative - Ambulatory Services

About This Role

This role serves as the initial point of contact for Kaiser Permanente members and patients, guiding them through the registration process and coordinating services. The position requires a strong focus on member and patient needs, actively seeking to understand circumstances, problems, expectations, and needs to build rapport and ensure satisfaction.

Responsibilities

• Greet members/patients and provide reception services, including directing and assisting with navigation through the medical center
• Provide direction and instructional guidance to patients on using KP interactive and emerging technologies for check-in services
• Coordinate services for members related to benefits, finance, and other member services using available technology
• Verify pre-established appointment scheduling, register patients, and confirm appropriate insurance coverage
• Provide patient information to family members while adhering to confidentiality guidelines
• Schedule member and non-member appointments and follow-ups using Kaiser Permanente's computer systems
• Verify member benefits, notify members of applicable cost share, and update patient demographic information
• Perform related clerical duties such as direct booking, copying, and completing statistical reports
• Answer calls, relay messages to staff, and provide general or procedural information
• Collect appropriate payments for services rendered, inform members of account balances, and safeguard cash
• Coordinate eyewear delivery and manage eyewear order logistics (for Optical Services)
• Explain proper specimen collection, reject unsatisfactory specimens, and accession laboratory requests (for Laboratory)

Requirements

• Ability to handle cash and reconcile processes
• Strong customer service skills
• Flexibility in addressing member issues and operational needs

Skills

* Required skills