Customer service representative

PURPOSE: The overall objective of this position is to perform the account maintenance, billing, reconciliation, reporting and/or customer service related activities. Duties could include one or more of the following: performing database maintenance and research tasks to support the contracts administration, cash control operations and assignment of medical record numbers, to generate and distribute contracts and member I.D. cards, to provide facilities support and to enter documents into the workflow imaging system. ACCOUNTABILITIES: Identifying, researching and reconciling billing payments amounts to ensure accurate eligibility determination, payment, revenue and membership records. Setting up and maintaining member data including but not limited to processing enrollments, corrections, retroactivity adjustments and terminations. Supporting eligibility inquiries. Ensuring bills are correct and mailed timely. Interacting with purchaser benefit administrators to answer questions and explain Health Plan policy and contractual provisions related to membership and billing. Resolving related problems. Assisting Health Plan purchaser contacts and sales and service representatives in the sales process and the analysis and resolution of problems related to membership accounting. Resolving payment discrepancies and delinquencies Identifying, coding, batching, scanning and indexing documents for imaging. Providing office services support including but not limited to picking up, sorting and delivering mail, filing and retrieving documents, ordering and distributing office supplies, performing miscellaneous facilities maintenance tasks and providing photocopying and copier maintenance. Working with internal and external customers and vendors to resolve any issues related to support services activities. Collecting and monitoring productivity and customer service quality measures. Participating team-based projects and contributing to customer service and operations improvements initiatives. Assisting with training as required. Facilitating communications across all lines of business and with other Kaiser Permanent departments. Participating in purchasers performance evaluations and performance target setting activities. Perform other duties as they are assigned. Top Daily Responsibilities: 1. Membership processing 2. Preparation and validation of information 3. Phones 4. Finance related activities. Top 3-5 Top Skills: 1. Analytical 2. Detail Oriented 3. Outgoing calls or call center experience highly preferred 4. Excellent Attendance History 5. Some experience with cash handling highly preferred (examples include accounting, Bank Teller, Cashier, Ledger) 6. Data Entry alpha numeric. Desired Skills: 1. Analytical 2. Detail Oriented 3. Customer Centric Service Model; Powered by Webbtree