CUSTOMER SERVICE/CALL CENTER!!
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.
-Will be working in a high volume call center
-They will be supporting the Georgia region out of the Colorado office
-Training hours are M-F 8 AM to 5 PM; once they are out of training they will be working M-F between 8 AM and 7 PM (must be flexible with the shifts)
-This is a 6 month contract (possible opportunity for extension/conversion; but nothing is promised)
-They have a massage chair and lunch room in their office; big selling points to their potential hires
-Casual dress M-F (can wear jeans)
-Free parking on site and accessible via RTD
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email accommodation@aerotek .com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.