Job Summary:

　　Supports workforce and community health events via the mobile health vehicle or at on-site employer group events. Responsible for creating an environment that makes our patients feel welcome, comfortable, and cared for while receiving services. Supports the member experience by providing registration services (check-in, check-out, order entry, scheduling), and collecting consent forms. Supports member concerns, assistance with benefits, and assistance with navigation through the delivery system. Supports service, quality, and affordability initiatives for an assigned area in an effort to optimize operational excellence by meeting and/or exceeding established regional targets. Collects voice of the customer/member experience information. Must be able to work independently, self-motivated with great initiative and the ability to manage and prioritize multiple projects simultaneously.

　　Essential Responsibilities:

　　Directs and advises customers and other visitors of general information and services within Kaiser Permanente GA.

　　Ensures internal and external customers and visitors are greeted and assisted in a service-oriented manner, timely, and accurately.

　　Demonstrates proficiency in Kaiser Permanente defined models of customer service behavior.

　　Actively follows the C.A.R.E. and AIDET steps to ensure consistent service delivery.

　　Actively follows the A.H.E.A.R.T steps to ensure consistent service recovery.

　　Manages service recovery, member and non-member concerns and event crisis/non-crisis situations.

　　Exemplifies excellent customer service skills and calm, solution-oriented approach when responding to emergency situations, escalating as appropriate.

　　Consults with the appropriate leader or other resources during crisis intervention.

　　Creates a concierge-quality presence at the workspace by delivering announcements in a clear and confident manner, offering assistance immediately to all who enter the workspace, walking customers at least part way to their destinations when possible and by keeping the waiting and work areas clean and orderly.

　　Maintains access to member services information and assists members with general questions concerning their benefits and coverage.

　　Maintains a visible presence in the check-in area during operating hours for registration duties.

　　Builds effective working relationships with clinicians/staff and other departments within the health plan.

　　Identifies and reports problems and inefficiencies in existing system and recommends changes where appropriate to the supervisor or administration.

　　Exhibits competency in Health Connect (patient registration).

　　Participates in annual regional and department compliance training.

　　Assures area is in compliance with regulatory guidelines and is prepared for surveys and audits, including but not limited to, DHR, EHS, NCQA, WPS, SOX.

　　Partners with Clinical Affairs/Preventive Health to order health education materials, health prevention displays and assist with scheduling and coordinating healthy living classes within the region.

　　Responsible for assisting with all clinical supplies for biometric screening events and flu supplies at clinics and all relevant paperwork.

　　May be required to assist with scheduling and attending site visits for onsite and Mobile Health Vehicle events where needed.

　　Assisting with some administrative tasks at the Regional Office: e.g., filing summary sheets after events, arranging courier services, overseeing biometric and flu clinic supplies.

　　Community Outreach:

　　Supports strategic partnerships with Marketing and Broker Relations, focusing on facility tours, open house activities, and enhanced broker relationships.

　　Represents the organization in local community functions.

　　Other duties as assigned.

　　Basic Qualifications:

　　Experience

　　Minimum of five (5) years of experience performing customer service responsibilities such as greeting customers, registration, admitting, billing/collections, appointment scheduling, cash handling experience, knowledge of managed care.Education

　　Associates degree in related field OR two (2) years of experience in a directly related field.

　　High school diploma or General Education Development (GED) required.

　　License, Certification, Registration

　　N/AAdditional Requirements:

　　Completion of Customer Service Assessment.

　　Effective written and oral communication skills.

　　Ability to conform to established policies and procedures as required.

　　Conflict resolution skills.

　　Must be able to work independently.

　　Must have history of being on time and good attendance.

　　Must have reliable transportation and be willing to travel to events within metro Atlanta.

　　Basic computer skills, including data entry experience and familiarity with general office equipment and software.

　　Preferred Qualifications:

　　Bachelors degree regardless of years of experience.COMPANY: KAISER

　　TITLE: Patient Representative Complete Care

　　LOCATION: Atlanta, Georgia

　　REQNUMBER: 1214970

　　External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.