Customer Service Representative,Member Svc Call Center
Description
Description:
Increase customer satisfaction and retention by providing members, customers, patients, and providers with accurate, consistent, timely, and meaningful information and prepare them to fully utilize and maximize the benefits of their KP coverage. Build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.
Essential Functions
• Represents Health Plan by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues.
• Responds professionally to inquiries from internal/external customers. Promotes, ensures and provides customer service to internal/external customers by demonstrating skills which are consistent with the organization’s philosophy of providing extraordinary customer relations and quality service.
• Initiates contact with the appropriate Health Plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.
• Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.
• Documents conversations with members according to procedure.
• Follows established procedures to meet customer/member needs.
• Required to effectively interact with diverse work units and relevant organizational departments.
• Has substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks.
• Ability to understand relevant policies, processes and customers.
• Assist the department in meeting customer needs and reaching department expectations.
• Completes required training and understand how to use tools available to recall necessary information.
• Develop a full awareness of the way performance and actions affect members and Member Service.
• MSCC performance guarantees (call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted).
• Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintains the privacy and confidentiality of information and protects the assets of the organization.
• Performs other relevant duties as required
Qualifications: -High School Diploma or General Education Development GED required. Min Work Experience and Qualifications - Basic Qualifications: -Minimum two 2 years of customer service experience or KP member-interacting experience required.
Additional Requirements: MSCC Assessment V4 and computer test. -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 Work Experience: Health insurance and Call center exp preferred
Additional Skills & Qualifications
NO TIME OFF in the first 90 days (including doctor’s appts)
- Will start in Training period, then move to Nesting period, and finally Production (their normal shift)
- Training hours: 8am-4:30pm (local time zone, M-F)
- Nesting hours: waiting on but typically 8:30-5 or 11am-8pm
- Production Operation Hours: The Member Service Contact Center (MSCC) operates Monday – Friday 7:00AM – 9:30 PM and Saturday and Sunday 7:00AM to 9:00PM. Weekends are required for all sites once entering production. If they do not have a flexible schedule that can accommodate this, please do not submit those candidates.
Must Have
Health Screen
Health Screening Required? : No
Non Clinical Screening Requirement
Is a Motor Vehicle check required? : No
Pay and Benefits
The pay range for this position is $20.60 - $20.60/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on May 13, 2025.
About TEKsystems and TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Apply Now
Description:
Increase customer satisfaction and retention by providing members, customers, patients, and providers with accurate, consistent, timely, and meaningful information and prepare them to fully utilize and maximize the benefits of their KP coverage. Build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.
Essential Functions
• Represents Health Plan by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues.
• Responds professionally to inquiries from internal/external customers. Promotes, ensures and provides customer service to internal/external customers by demonstrating skills which are consistent with the organization’s philosophy of providing extraordinary customer relations and quality service.
• Initiates contact with the appropriate Health Plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.
• Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.
• Documents conversations with members according to procedure.
• Follows established procedures to meet customer/member needs.
• Required to effectively interact with diverse work units and relevant organizational departments.
• Has substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks.
• Ability to understand relevant policies, processes and customers.
• Assist the department in meeting customer needs and reaching department expectations.
• Completes required training and understand how to use tools available to recall necessary information.
• Develop a full awareness of the way performance and actions affect members and Member Service.
• MSCC performance guarantees (call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted).
• Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintains the privacy and confidentiality of information and protects the assets of the organization.
• Performs other relevant duties as required
Qualifications: -High School Diploma or General Education Development GED required. Min Work Experience and Qualifications - Basic Qualifications: -Minimum two 2 years of customer service experience or KP member-interacting experience required.
Additional Requirements: MSCC Assessment V4 and computer test. -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 Work Experience: Health insurance and Call center exp preferred
Additional Skills & Qualifications
NO TIME OFF in the first 90 days (including doctor’s appts)
- Will start in Training period, then move to Nesting period, and finally Production (their normal shift)
- Training hours: 8am-4:30pm (local time zone, M-F)
- Nesting hours: waiting on but typically 8:30-5 or 11am-8pm
- Production Operation Hours: The Member Service Contact Center (MSCC) operates Monday – Friday 7:00AM – 9:30 PM and Saturday and Sunday 7:00AM to 9:00PM. Weekends are required for all sites once entering production. If they do not have a flexible schedule that can accommodate this, please do not submit those candidates.
Must Have
Health Screen
Health Screening Required? : No
Non Clinical Screening Requirement
Is a Motor Vehicle check required? : No
Pay and Benefits
The pay range for this position is $20.60 - $20.60/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on May 13, 2025.
About TEKsystems and TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Apply Now