Service Representative- Ambulatory Service

Kaiser Permanente; Riverside (CA); On-site; USD 39,000 - 44,000; Full time

Job summary

Kaiser Permanente in Riverside, CA seeks an entry-level Service Representative to greet patients, manage check-ins, and assist with scheduling and payments. The role emphasizes patient confidentiality, accurate data entry, and teamwork in a fast-paced medical setting.

Responsibilities include directing patients, verifying benefits, and using Kaiser systems to coordinate care. Familiarity with multi-line phones and strong communication are preferred.

Qualifications

• Must pass basic computer literacy test.
• Must pass cash handling skills test.
• Must pass Customer Service Assessment test (Clerical w/ Customer Service Assessment). Score current (within last year).

Responsibilities

• Greet members/patients and provide reception services and directions.
• Schedule appointments and verify benefits using Kaiser systems.
• Assist with cash handling and payments per fee schedule.
• Direct patients to waiting areas and provide location guidance.
• Protect patient confidentiality and follow policies.
• Operate Kaiser computer systems as directed (KP interactive devices).

Skills

Customer service

Cash handling

Multi-line telephones

Computer literacy

Written and verbal communication

Education

High School Diploma or GED

Tools

KP systems

Health Connect LIS

Job description

Job Summary

Acts as first point of contact for Kaiser Permanente members/patients and assists members/patients through registration process under minimal direct supervision. Practices proper cash handling and reconciliation processes in accordance with established policies and guidelines. Member and patient needs should be the primary focus of ones actions; develops and sustains productive member/patient relationships. Actively seeks information to understand member/patient circumstances, problems, expectations, and needs. Establishes and builds rapport and cooperative relationships with the public/members/ staff. Responds quickly to meet member/patient needs and resolve problems using good judgment. Functionality may differ based upon operational setting.

Essential Responsibilities

• Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
• Customer Service (Greeting, navigating, instructing/educating)
• Greets members/patients and provides reception services, to include directing and assisting members in navigating through the medical center. Provides wayfinding to appropriate care locations/departments as availability allows. Provides direction and instructional guidance to patients who are unable to perform check-in services independently via KP interactive and emerging technologies.
• Provides coordination of services to address member needs related to benefits, finance and other member services utilizing available technology.
• Provides reception for designated area(s); verifies patients visit with pre- established appointment scheduling; registers patients; verifies and selects appropriate insurance coverage including confirmation of alternate insurance, and assists members at designated KP interactive and emerging technologies and on all Kaiser Permanente sponsored electronic devices and technologies.
• Provides patient information to family members, following established patient confidentiality guidelines.
• Provides patients with assistance and education with regard to the use of KP interactive and emerging technologies.
• Demonstrates flexibility when addressing various member issues and needs related to operations and member services.
• General Job Functions:
• Schedules member and non-member appointments and follow-ups, by telephone, mail, electronically or in person utilizing Kaiser Permanentes computer systems as directed by provider or pre-established protocol.
• Ensures current schedules are accurate, makes authorized changes as appropriate.
• Verifies members benefits, notifies member of applicable cost share and updates patients demographics information to include all patient registration and billing information. Escalate any issues as appropriate.
• Directs patients to waiting areas. Obtains relevant information to determine priority appointment time/date, confirms appointment changes due to cancellations and notifies patients of available alternate times, schedules/registers for follow up appointments, tests and procedures.
• Answers calls and relays messages to staff.
• Distributes questionnaires, various medical/authorization/insurance forms, patient communication materials, and completes statistical reports as requested.
• Provides patient instructions as appropriate.
• Performs related clerical duties as required, such as direct booking, copying, etc.
• Performs related clerical duties in support of Clinic Strategic Goals and Proactive Office Encounters.
• Provides telephone reception for designated area by screening and referring incoming calls to appropriate staff; takes and relays messages; gives out general or procedural information.
• May assist in orienting new employees.
• Maintains courteous relations with patients and staff.
• May perform other duties as required.
• Follows Kaiser Permanente cash safeguarding and cash handling policies and procedures.
• Determines and collects appropriate payments for services and products (where applicable) rendered as required per health plan coverage and the established fee schedule; informs member of account balance information; collects and documents in the computer system receipt of a variety of financial and non-financial forms and reviews with members as appropriate; directs patients to waiting areas.
• Carries out appropriate cash control procedures of balancing total revenue received with computer system cash drawer to ensure accuracy; completes closing process in the computer system and deposits daily revenue securely in safe.
• Additional duties for Service Representatives in Optical Services to include:
• Coordinates eyewear for delivery to patient.
• Communicates with the Optical Lab, Contact Lens Distribution Center, and other Optical Centers to manage eyewear order logistics.
• Assists with inventory control procedures.
• Additional duties for Service Representative in Laboratory to include:
• Explains proper specimen collection to members, rejects unsatisfactory specimens.
• Assures all pertinent information is entered into system during accessioning.
• Updates and maintains all necessary logs.
• Accessions laboratory requests in Health Connect/Laboratory Information System.
• Maintains all printers - sorts and distributes results from printer processing.
• Performs pre-analytical phase testing by centrifuging, separating, bar coding and transporting specimens.

Basic Qualifications

• Must successfully pass basic computer literacy test and demonstrate key boarding proficiency.
• Must successfully pass cash handling skills test.
• Must pass Customer Service Assessment test (Clerical w/ Customer Service Assessment). Score must be current (within the last year). Please contact local HR to make arrangements.

Education

• High School Diploma or GED required.

License, Certification, Registration

• N/A

Additional Requirements

• Experience in using multi-line telephones
• Recent experience in customer service (within the last 3 years)
• Must be able to work in a fast paced environment and meet established department performance standards and guidelines.
• Cash handling or equivalent experience (Experience in any job that handles money or credit/debit cards.)
• Effective written and oral communication skills

Preferred Qualifications

• Experience in medical office background, cashiering and or equivalent experience and medical terminology
• Knowledge of Kaiser Permanentes computer systems
• Demonstrates ability to deal with internal and external customers
• Ability to prioritize and multi task.
• For Optical Department - recent front-line service industry experience preferred

Notes

• Schedule to include all shifts, rotating weekends, holidays, and floating within the established seniority section.

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.

Job Duties

• Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (where applicable), and Kaiser Permanente's policies and procedures.
• Models and reinforces ethical behavior in self and others in accordance with the Principles of Responsibility, adheres to organizational policies and guidelines; supports compliance initiatives; maintains confidences; admits mistakes; conducts business with honesty, shows consistency in words and actions; follows through on commitments.
• Job duties with at least occasional or possible access to: (1) patients, the general public, or other employees; (2) confidential protected health information and other confidential KP information (including employee, proprietary, financial or trade secret information); (3) KP property and assets, for example, electronic assets, medical instruments, or devices; (4) controlled substances regulated by federal law or potentially subject to diversion.

Primary Location

California,Riverside,Riverside Medical Center/Medical Offices 1

Scheduled Weekly Hours

20

Shift

Variable

Workdays

Sun, Mon, Tue, Wed, Thu, Fri, Sat

Working Hours Start

12:01 AM

Working Hours End

11:59 PM

Job Schedule

Call-in/On-Call

Job Type

Standard

Worker Location

Onsite

Employee Status

Regular

Employee Group/Union Affiliation

B05|USW|Local 7600

Job Level

Entry Level

Department

Riverside Med Center - Pathology/Lab-PermLab SysCoord - 0806

Pay Range

$28.66 - $31.61 / hour

Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.

Travel

Yes, 25 % of the Time

Work Setting

Onsite

Worker location must align with Kaiser Permanente's Authorized States policy.

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.