Service Representative-Ambulatory Services

Kaiser Permanente is a renowned health care organization dedicated to providing quality medical services and innovative health care solutions. As one of the largest not-for-profit health plans in the United States, Kaiser Permanente integrates its care delivery, health insurance, and medical research to improve community health and patient experience. With a comprehensive network of hospitals, medical offices, and wellness centers, Kaiser's commitment to excellence and patient-centered care has made it a leader in health care services. Their mission is to deliver high-quality, affordable care with a focus on prevention and nutrition, and they actively foster an environment of respect, diversity, and inclusivity.

The role of Service Representative at Kaiser Permanente is crucial as it acts as the first point of contact for members and patients during their registration and navigation process within the medical facility. Operating under minimal supervision, this position requires an individual who can efficiently manage reception duties, facilitate patient check-ins, handle cash transactions adhering to stringent policies, and provide excellent customer service while ensuring compliance with applicable health care laws and organizational procedures. This role is integral in creating positive clinical experiences by establishing trusting relationships with members, promptly addressing their concerns, and assisting them with a variety of administrative tasks such as scheduling appointments, verifying insurance benefits, and educating members on the use of digital health technologies.

The Service Representative is expected to be adaptive and responsive to the diverse and dynamic needs of Kaiser Permanente's members. They provide detailed guidance for patients on using interactive platforms and various technologies that enhance healthcare access and convenience. The individual also supports operational efficiency through managing appointment schedules, maintaining accurate patient records, performing cashier duties including payment collection and balancing cash drawers, and occasionally assisting in specialty areas such as Optical Services or Laboratory. The role often involves handling fast-paced, multifaceted responsibilities that require excellent communication skills, sound judgment, and a professional demeanor. This position is part of the administrative and support services team and is typically an entry-level job with on-call work schedules during evening hours. Travel may be required up to 75% of the time, reflecting its operational and patient service demands across various locations.

Employment is structured as a standard, regular employee status under the SEIU Local 399 union affiliation, with a focus on maintaining high service standards aligned with Kaiser Permanente’s core values and regulatory guidelines. This opportunity is suitable for candidates committed to delivering compassionate customer service within a health care setting and who thrive in roles demanding both administrative proficiency and patient interaction. Kaiser Permanente is an equal opportunity employer, committed to diversity and inclusive workplaces, ensuring fair consideration of all applicants regardless of protected characteristics.