Join our team at employer and enjoy the benefits of a remote/virtual work environment! As a Customer Services Representative, you will play a crucial role in increasing customer satisfaction and retention. You will provide accurate and timely information to members, customers, patients, and providers, building strong relationships and ensuring compliance with guidelines.

Essential Responsibilities:

- Handle member inquiries regarding various topics such as facility inquiry, web support, promoting KP.org, order ID card, complaints, and service reviews.
- Provide support for eligibility inquiries, benefit inquiries, general inquiries, correspondence inquiries, and more.
- Handle inquiries related to Medicare for up to two regions.
- Assist with premium billing inquiries, payment processing, complaints, and service reviews.
- Address billing inquiries, 1095 tax form inquiries, and SLP escalations.
- Answer and document 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 exceptional customer service.
- Initiate contact with the appropriate health plan, medical group, and facility personnel to obtain relevant information.
- Evaluate data to determine the appropriate course of action for complaint resolution and service recovery.
- Understand the impact of performance on members and the Member Service Contact Center's performance guarantees.
- Support compliance and the Principles of Responsibility by maintaining privacy and confidentiality of information.
- Document conversations with members according to procedure and follow established procedures to meet customer/member needs.
- Interact effectively with diverse work units and organizational departments.
- Complete required training and utilize available tools to recall necessary information.

Additional Information:

- This is a remote/virtual work environment for California residents, with occasional travel to the Member Services Contact Center location in Duluth, GA.
- Technical issue resolution and training and development may require travel to the Duluth, GA location.
- Compliance with privacy and confidentiality policies is essential.
- The employer is committed to providing extraordinary customer relations and quality service.
- The employer expects adherence to performance guarantees and compliance with the Principles of Responsibility (Kaiser Permanente's Code of Conduct).