Member Experience & Onboarding Specialist

Kaiser Permanente; Martinez (CA); On-site; USD 42,000 - 62,000; Full time

Job summary

Kaiser Permanente Martinez, CA is seeking a Member Outreach Specialist to represent the organization and coordinate member integration to KP facilities and services, ensuring satisfaction and retention through proactive outreach and accurate information.

You will assist members with selecting personal care physicians, schedule appointments, onboard new members, navigate kp.org, and support transitions between providers while maintaining regulatory compliance.

Qualifications

• Minimum two (2) years of experience in customer service or in a health care environment required.
• High School Diploma or GED required.
• Driver's License (California)
• Knowledge of PC applications including Basic proficiency in MS Word and Excel, testing required.
• Must possess high level of skills in customer service.
• Excellent verbal, telephonic and written communication skills required.

Responsibilities

• Represent and act as a liaison for the Organization by integrating all members to Kaiser Permanente facilities and services.
• Assist members with questions/concerns regarding the facility and aid in selecting a personal care physician by phone, in person, or email.
• Schedule new and acute appointments for patients meeting medical criteria using approved protocols.
• Assist in onboarding new members and activating Care Everywhere or other systems as required.
• Inform members about how to access kp.org and assist in creating KP accounts.
• Manage member transitions and provider transitions to meet TPMG and Health Plan processes and regulatory requirements.

Skills

Customer service

Verbal communication

Written communication

Interpersonal skills

Time management

Teamwork

Independent work

Travel

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

MS Word

MS Excel

Job description

Kaiser Permanente Martinez, CA is seeking a Member Outreach Specialist to represent the organization and coordinate member integration to KP facilities and services, ensuring satisfaction and retention through proactive outreach and accurate information.

You will assist members with selecting personal care physicians, schedule appointments, onboard new members, navigate kp.org, and support transitions between providers while maintaining regulatory compliance.