Member Onboarding & Engagement Specialist

Kaiser Permanente; Stockton (CA); On-site; USD 35,000 - 55,000; Full time

Job summary

Kaiser Permanente in Stockton, CA seeks a Customer Service Liaison to integrate new, returning, and existing members with KP facilities and services. You will facilitate member onboarding and connect patients with personal care physicians by phone, email, or in person, aiming for high satisfaction and retention.

Responsibilities include scheduling visits, guiding members to kp.org and KP apps, and assisting with transitions between providers.

Qualifications

• Minimum two (2) years of experience in customer service or in a health care environment required.
• Must possess high level of skills in customer service.
• Excellent verbal, telephonic and written communication skills required.
• Strong interpersonal and organizational skills.
• Able to work independently and as a team member.
• Ability to work collaboratively with physicians, providers, and all levels of staff.
• Must be willing to work in a Labor Management Partnership environment.
• May need to travel within the Service Area to support operations.

Responsibilities

• Demonstrate commitment to superior customer service. Assist members with questions/concerns regarding the facility and services.
• Assist members in selection of personal care physicians (PCP) by phone, in person or e-mail, and provide facility information.
• Schedule new and acute appointments for patients, including medical history intake and system activations.
• Ensure members are informed about kp.org and assist in account setup and app downloads.
• Meet transition requirements for quality of care services and assist in member/provider transitions.
• Maintain the Providers Transitions Notification and Tracking System (PTNT) to ensure timely transitions.
• Maintain regulatory compliance for Federal and State Programs for new members.
• Assist in New Member Orientation and tours, and compile data for reports.

Skills

Customer service

Communication

Interpersonal skills

Organizational skills

Teamwork

Independent work

Education

High School Diploma or GED

Tools

MS Word

MS Excel

Job description

Kaiser Permanente in Stockton, CA seeks a Customer Service Liaison to integrate new, returning, and existing members with KP facilities and services. You will facilitate member onboarding and connect patients with personal care physicians by phone, email, or in person, aiming for high satisfaction and retention.

Responsibilities include scheduling visits, guiding members to kp.org and KP apps, and assisting with transitions between providers.