Representative, Customer Service ll in Fulton, Maryland

This position represents 9 openings.

Job Summary:

The Customer Service Representative is responsible for increasing customer satisfaction and retention by providing members, customers, patients and providers with accurate, consistent, timely and meaningful information. They will provide support to members with an increased level of complexity in inquiries and issues as they utilize the KP plan and provider services, continuing to build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.

Essential Responsibilities:

• Available to handle member inquiries regarding:

• Member Core: Facility Inquiry, Web Support, Promote KP.Org, Order ID Card, Complaint, ID Card Inquiry, Service Review.

• Member Adv.: Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults.

• Medicare (For up to two (2) regions.)

• Premium Billing Enterprise: Billing Inquiry, Make Payment, Complaint, EFT Inquiry, General, Reinstatement Request, Service Review

• KPC Billing, 1095 Tax Form, SLP* (escalations to Tier 3)

• Service Billing: Billing Inquiry, Make Payments, Complaints, Payment Plan, General, Service Review

• Claims: Claim Inquiry, Claim Referral Inquiry, Complaint, General, Provider Demographic Update. Service Review.

• PSNAP – Post Stabilization Notification and Authorization Project

• Concierge

Shifts: Sun-Fri 11:45pm-8:15pm

Basic Qualifications:

Experience

+ + Minimum two-and-a-half (2 1/2) years of customer service experience to include six (6) months as a Customer Service Representative I within the Member Service Contact Center shared service.

Education

• High School Diploma or equivalent (GED).

License, Certification, Registration

• N/A

Additional Requirements:

• Must pass Classification Assessment

• Minimum typing speed of 30 WPM (Typing test must be current within one (1) year of the posting period.

• Excellent written and verbal communication skills.

• Demonstrated analytical and problem-solving skills.

• Strong knowledge of systems used within the MSCC.

• Ability to read and respond briefly, clearly and effectively.

• Ability to think critically and problem solve.

• Manage own work with minimal direction.

• Must pass knowledge checks while in training.

Preferred Qualifications:

• N/A

COMPANY: KAISER

TITLE: Representative, Customer Service ll

LOCATION: Fulton, Maryland

REQNUMBER: 1336608

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.