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Teleservice Representative

Kaiser Permanente

San Francisco, CA

Full-Time

Teleservice Representative

Kaiser Permanente

San Francisco, CA

Full-Time

May 31, 2025

Customer Service

Job Description

Job Summary:

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.

Essential Responsibilities:

Handles continuous inbound telephone volume. Identifies the purpose of the members call and processes the call according to the appropriate script.

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.

Resolves problems with facility teleservice teams.

Effectively processes calls in a systematic and organized manner following Call Center scripts, policies and procedures.

Processes calls accordingly from hearing-impaired members.

Receives and relays information regarding appointment cancellations.

Records instructions from provider in PARRS.

Updates member demographics.

Works collaboratively with members and staff across all service lines.

Functions as a team member to achieve Call Center goals.

Supports and demonstrates Kaiser Permanentes/Call Centers customer service philosophy and manages calls in a professional manner.

Identifies and/or proposes ways to improve customer service.

Demonstrates an awareness and sensitivity to patient/family rights.

Handles inquiries and complaints pursuant to procedure.

Complies with departmental standards, policies and procedures regarding training, injury prevention, management of workload, and safety/emergency situations. Performs other duties as required.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.

Interpersonal Skills - Maintains confidentiality; treats co-workers, patients and facility visitors with respect.

Oral Communication - Listens and gets clarification to ensure that instructions and requests are fully understood.

Grade 175

Basic Qualifications: Experience

One (1) year of direct customer service experience or the completion of a pre-employment Call Center training program.
Per the National Agreement, current KP Coalition employees have this experience requirement waived.

Education

High School Diploma/GED.

License, Certification, Registration

Additional Requirements:

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

Preferred Qualifications:

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

Job Summary:

Essential Responsibilities:

Handles continuous inbound telephone volume. Identifies the purpose of the members call and processes the call according to the appropriate script.

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.

Resolves problems with facility teleservice teams.

Effectively processes calls in a systematic and organized manner following Call Center scripts, policies and procedures.

Processes calls accordingly from hearing-impaired members.

Receives and relays information regarding appointment cancellations.

Records instructions from provider in PARRS.

Updates member demographics.

Works collaboratively with members and staff across all service lines.

Functions as a team member to achieve Call Center goals.

Supports and demonstrates Kaiser Permanentes/Call Centers customer service philosophy and manages calls in a professional manner.

Identifies and/or proposes ways to improve customer service.

Demonstrates an awareness and sensitivity to patient/family rights.

Handles inquiries and complaints pursuant to procedure.

Complies with departmental standards, policies and procedures regarding training, injury prevention, management of workload, and safety/emergency situations. Performs other duties as required.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.

Interpersonal Skills - Maintains confidentiality; treats co-workers, patients and facility visitors with respect.

Oral Communication - Listens and gets clarification to ensure that instructions and requests are fully understood.

Grade 175

Basic Qualifications: Experience

One (1) year of direct customer service experience or the completion of a pre-employment Call Center training program.
Per the National Agreement, current KP Coalition employees have this experience requirement waived.

Education

High School Diploma/GED.

License, Certification, Registration

Additional Requirements:

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

Preferred Qualifications:

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

About Kaiser Permanente

At Kaiser Permanente, we’re all focused on helping people and providing high-quality, affordable health care services and to improve the health of our members and the communities we serve. Across our organization, we’re fiercely committed to our members, our mission, our communities, and each other. We know that each part of the Kaiser Permanente team is essential to our success. Together, we are more than 235,000 dedicated professionals working to advance Kaiser Permanente’s commitment to delivering a healthier tomorrow.

Driven by our collective passion at Kaiser Permanente, we strive to make health care more innovative and compassionate. With the wellness of our patients and our communities at heart, we work to revolutionize health and care from more than 650 locations in 8 states and D.C.

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Teleservice Representative

Kaiser Permanente

San Francisco, CA

May 31, 2025

Full-time

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