Teleservice Representative Jobs

The teleservice representative handles inbound telephone volume, answering questions, making and cancelling appointments, providing information, transfers calls to advice nurses when appropriate, intakes information from members, and composes messages for providers. It records instructions from provider in PARRS and updates member demographics.

• Effectively processes calls in a systematic and organized manner following Call Center scripts, policies and procedures.
• Supports and demonstrates Kaiser Permanentes/Call Centers customer service philosophy and manages calls in a professional manner.
• Demonstrates an awareness and sensitivity to patient/family rights.
• Handles inquiries and complaints pursuant to procedure.
• Resolves problems with facility teleservice teams.
• Processes calls accordingly from hearing-impaired members.
• Updates member demographics.
• Works collaboratively with members and staff across all service lines.
• Complies with departmental standards, policies and procedures regarding training, injury prevention, management of workload, and safety/emergency situations. Performs other duties as required.
• Functions as a team member to achieve Call Center goals.
• Interpersonal Skills - Maintains confidentiality; treats co-workers, patients and facility visitors with respect.
• Handles continuous inbound telephone volume. Identifies the purpose of the members call and processes the call according to the appropriate script.
• Receives and relays information regarding appointment cancellations.
• Competencies: To perform the job successfully, an individual should demonstrate the following competencies:
• Identifies and/or proposes ways to improve customer service.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.
• Records instructions from provider in PARRS.
• Provides facility and provider information and some laboratory results, makes and cancels appointments, transfers members to Advice Nurses, intakes information from members, and composes messages for providers.
• Oral Communication - Listens and gets clarification to ensure that instructions and requests are fully understood.
• Supervisory Responsibilities: This job has no supervisory responsibilities.

Grade: 175

• One (1) year of direct customer service experience or the completion of a pre-employment Call Center training program.

• High School Diploma/GED.

• N/A

• Excellent attendance record.
• Ability to perform multiple tasks and work in a fast-paced environment.
• Ability to navigate between various software and mainframe systems on a personal computer with an established operating system.
• Computer skills and data entry will be assessed via a Call Center Assessment Test.
• Ability to use a computer terminal for extended periods of time and wear a telephone headset for the majority of the work shift.
• Excellent verbal, written and interpersonal communication skills, as well as demonstrated effective telephone skills.
• Ability to perform job functions without constant supervision.
• Must have excellent problem-solving capabilities.
• Must have excellent customer service skills.
• Ability to work evenings/weekends as necessary and other days as required by contract.

• Experience working with interpreter services.
• Previous appointment-making experience.
• Working knowledge of Kaiser Permanente mainframe programs.
• Knowledge of medical terminology.
• Previous call center/contact center/customer service center experience.
• Chinese language preferred.

PrimaryLocation : California,Sacramento,AACC Sacramento
HoursPerWeek : 40
Shift : Day
Workdays : Mon, Tue, Thu, Fri *Alternating Weekends.
WorkingHoursStart : 09:00 AM
WorkingHoursEnd : 05:30 PM
Job Schedule : Full-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : A01|SEIU|United Healthworkers
Job Level : Entry Level
Job Category : Customer Services
Department : Sacramento Call Center - Appointment Services - 0206
Travel : No
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.