Customer Service Representative ll

Primary Location Fulton, Maryland Worker Location Remote Job Number 1319002 Date posted 01/08/2025

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Description:

This position represents {16} 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

Shift: Sun-Fri 12:45pm-9:15pm

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

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:

Primary Location: Maryland,Fulton,Maple Lawn Call Center Scheduled Weekly Hours: 40 Shift: Day Workdays: Sun, Mon, Tue, Wed, Thu, Fri Working Hours Start: 12:45 PM Working Hours End: 09:15 PM Job Schedule: Full-time Job Type: Standard Worker Location: Remote Employee Status: Regular Employee Group/Union Affiliation: M40|OPEIU|Local 2 Job Level: Individual Contributor Department: CSC Maple Lawn - Contact Center-Maple Lawn - 0315 Pay Range: $30.85 - $45.09 / hour The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted. Travel: No Remote: Work location is the remote workplace (from home) within KP authorized states. Worker location must align with Kaiser Permanente's Authorized States policy. At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.

Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest

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