Employer is seeking a Customer Service Representative to join our team. As part of our company, you will have the opportunity to make a positive impact on our members, customers, patients, and providers by providing them with accurate and timely information. By joining us, you will be able to build strong relationships with our current and prospective members while ensuring compliance with guidelines.

Job Responsibilities:

- Handle member inquiries regarding facility, web support, KP.org, ID cards, complaints, service review, eligibility, benefits, correspondence, dependents, new member experience, IVR defaults, Medicare, billing, tax forms, and escalations.
- Answer and document all incoming contacts to determine their nature and respond to complex calls related to specialized product lines or queues.
- Respond professionally to inquiries from internal and external customers, promoting and ensuring excellent customer service.
- Initiate contact with the appropriate departments to gather relevant information to address concerns or inquiries.
- Evaluate data to determine the appropriate course of action to resolve complaints and coordinate service recovery.

Additional Information:

- This position requires remote/virtual work, but candidates must be willing to drive to the Member Services Contact Center location in Denver, CO for equipment pick up, technical issues, and training.
- Wage premiums may be available as governed by the applicable collective bargaining agreement.
- Please refer to the respective collective bargaining agreement for additional information on wage premiums: [link to the agreement].
- This job description is subject to compliance with the Principles of Responsibility (Kaiser Permanentes Code of Conduct) and maintaining the privacy and confidentiality of information.