Service Representative-Ambulatory Services

By | December 15, 2022

Service Representative-Ambulatory Services

Service Representative-Ambulatory Services

Primary Location Carson, California

Job Number 1127730

Date posted 12/14/2022



Serves as the first point of contact for Kaiser Permanente members and patients, and with little direct supervision, helps members and patients with the registration process. follows established policies and regulations when carrying out proper cash management and reconciliation procedures. One should prioritize the requirements of members and patients when taking any action, and they should work to build and maintain positive relationships with them. actively searches out information to comprehend the situations, issues, requirements, and concerns of members and patients. develops rapport and constructive connections with members of the public, staff, and other stakeholders. Quickly responds to member/patient requirements and uses sound judgment to handle issues. Functionality may vary depending on the operational environment.


Significant Duties:

Upholds the policies, procedures, and guiding principles of Kaiser Permanente as well as any relevant local, state, and federal laws.

Customer service (welcoming, directing, educating/instructing)

Greets members and patients offers reception services and helps members find their way throughout the medical facility. As time permits, provides directions to the proper care facilities or departments. utilizes KP interactive and cutting-edge technologies to give advice and instructional guidance to patients who are unable to carry out check-in services alone.

Utilizes current technology to provide coordination of services to satisfy member needs pertaining to benefits, finances, and other member services.

Provides reception for the designated area(s); confirms patient's visit with pre-established appointment scheduling; registers patients; verifies and selects appropriate insurance coverage, including confirmation of alternate insurance; and verifies and selects appropriate insurance coverage including alternate insurance.

giving family members access to patient information while adhering to established patient confidentiality standards.

offers support and instruction to patients regarding the use of KP interactive and cutting-edge technology.

Displays adaptability when responding to varied member requirements and challenges pertaining to operations and member services.

adheres to the KP Service Standards.


General Job Functions:

Utilizing the computer systems of Kaiser Permanente, schedules appointments and follow-ups for members and non-members as instructed by the clinician or per established protocol.

Verifies the accuracy of the present schedules and authorizes adjustments as necessary.

Verifies the benefits of members, informs them of any applicable cost sharing, and updates the demographic data of patients to include all registration and payment details. Escalate any problems as necessary.

Patients are directed to waiting areas. Obtaining pertinent information is necessary to decide on a priority appointment time and date, confirm appointment modifications brought on by cancellations, tell patients of available backup times, and schedule/register for subsequent visits, tests, and treatments.

Responds to calls and communicate messages to personnel.

Distributes surveys, different medical/authorization/insurance forms, and patient communication materials, and completes statistics reports as needed.

Instructions are given to the patient as necessary.

As needed, does relevant clerical tasks such as copying, direct booking, etc.

Supports Clinic Strategic Goals and Proactive Office Encounters by doing associated clerical tasks.

By screening and directing incoming calls to the proper people, this person provides telephone reception for a specific region. They also take and transmit messages and provide general or procedural information.

may help new hires get settled.

keeps up polite interactions with the workers and patients.

follows the principles of labor management.

may carry out additional tasks as needed.


Read also employees expected conduct for this job


Cash Handling

Determines and collects the proper payments for goods and services (as applicable) provided in accordance with the established fee schedule and as necessary for health plan coverage; informs members of account balance information; gathers and records in the computer system the receipt of various financial and non-financial forms; discusses forms with members as necessary; directs patients to waiting areas.

Executes proper cash control processes, including accurately balancing total revenue received with the cash drawer in the computer system, completing the computer system's closing process, and depositing daily income securely in the safe.


Additional duties for Service Representatives in Optical Services to include:

Arranging for the patient's delivery of eyewear.

Manages eyewear order logistics by speaking with the optical lab, the contact lens distribution center, and other optical centers.

Aids in inventory control techniques


Additional duties for Service Representatives in Laboratory include:

Members are educated on proper specimen collection, and inadequate specimens are rejected.

Ensures that during accessioning, all relevant data is entered into the system.

Updates and keeps up with all required logs.

Requests for access to laboratories in the Laboratory Information System of Health Connect.

Organizes and distributes output from printer processing while maintaining all printers.

Via centrifuging, separating, bar-coding, and transferring materials, performs pre-analytical phase testing.



Basic Qualifications:
  • Must successfully pass a basic computer literacy test and demonstrate keyboarding proficiency.
  • Must successfully pass cash handling skills test
  • Must pass Customer Service Assessment test
  • High School Diploma or GED required.
License, Certification, Registration
  • N/A


Additional Requirements:

  • Knowledge of multi-line telephones
  • Recent customer service experience
  • In addition to meeting established department performance goals and criteria, the candidate must be able to work in a fast-paced workplace.
  • Handling money or comparable expertise
  • Skills in oral and written communication


Preferred Qualifications:

  • Experience working in a medical office, cashiering, or other similar work, and knowledge of the medical language
  • Understanding of the computer systems at Kaiser Permanente
  • Shows that they can interact with both internal and external consumers
  • The capacity to multitask and set priorities.
  • Recent front-line service sector experience is preferred for the optical department.



  • Hours may vary.
  • Employees may be asked to work shifts that start as early as 830am and end as late as 730pm.
  • This is a part-time position, days and hours may vary
  • This is a temporary position for approximately three (3) months.


Primary Location: California, Carson, Carson Main Street Health Pavilion
Scheduled Weekly Hours: 32
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 10:30 AM
Working Hours End: 07:00 PM
Job Schedule: Part-time
Job Type: Standard
Employee Status: Temporary
Employee Group/Union Affiliation: B01|SEIU|Local 399
Job Level: Entry Level
Department: Main St Hlth Pavilion Bldg Two – Reception/Cashier-Day – 0806
Travel: No

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