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 member 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.
Major Responsibilities / 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
*Initiates contact with the appropriate health plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.
*Evaluated data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
*Documents 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 Contact Center's (MSCC) performance guidelines (call handling, first call resolution, complaint resolution compliance, member retention and return contact as warranted)
*Promotes, ensures and provides customer service to internal/eternal customers by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service
*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.
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.