Teleservice Representative
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Before you apply
SalaryNo pay range posted
LocationModesto, CA, US
Typefull-time
SeniorityEntry
Company size10,000+ people
PostedNov 2, 2026 · 4d ago
Verified live3d ago
At a glanceSummarised by Seekless from the posting.
Handles continuous inbound telephone volume
Identifies the purpose of the members call and processes the call according to the appropriate script
Provides facility and provider information and some laboratory results, makes and cancels appointments, transfers members to Advice Nurses, intakes information from members, and composes messages for providers
Resolves problems with facility teleservice teams
Effectively processes calls in a systematic and organized manner following Call Center scripts, policies and procedures
Processes calls accordingly from hearing-impaired members
Receives and relays information regarding appointment cancellations
Records instructions from provider in PARRS
Updates member demographics
Works collaboratively with members and staff across all service lines
Functions as a team member to achieve Call Center goals
Supports and demonstrates Kaiser Permanentes/Call Centers customer service philosophy and manages calls in a professional manner
Identifies and/or proposes ways to improve customer service
Demonstrates an awareness and sensitivity to patient/family rights
Handles inquiries and complaints pursuant to procedure
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions
Interpersonal Skills - Maintains confidentiality; treats co-workers, patients and facility visitors with respect
Oral Communication - Listens and gets clarification to ensure that instructions and requests are fully understood
Complies with departmental standards, policies and procedures regarding training, injury prevention, management of workload, and safety/emergency situations
This job has no supervisory responsibilities
Job Summary:
The teleservice representative handles inbound telephone volume, answering questions, making and cancelling appointments, providing information, transfers calls to advice nurses when appropriate, intakes information from members, and composes messages for providers. It records instructions from provider in PARRS and updates member demographics.
Essential Responsibilities:
•
Handles continuous inbound telephone volume. Identifies the purpose of the members call and processes the call according to the appropriate script.
•
Provides facility and provider information and some laboratory results, makes and cancels appointments, transfers members to Advice Nurses, intakes information from members, and composes messages for providers.
•
Resolves problems with facility teleservice teams.
•
Effectively processes calls in a systematic and organized manner following Call Center scripts, policies and procedures.
•
Processes calls accordingly from hearing-impaired members.
•
Receives and relays information regarding appointment cancellations.
•
Records instructions from provider in PARRS.
•
Updates member demographics.
•
Works collaboratively with members and staff across all service lines.
•
Functions as a team member to achieve Call Center goals.
•
Supports and demonstrates Kaiser Permanentes/Call Centers customer service philosophy and manages calls in a professional manner.
•
Identifies and/or proposes ways to improve customer service.
•
Demonstrates an awareness and sensitivity to patient/family rights.
•
Handles inquiries and complaints pursuant to procedure.
•
Complies with departmental standards, policies and procedures regarding training, injury prevention, management of workload, and safety/emergency situations. Performs other duties as required.
•
Supervisory Responsibilities: This job has no supervisory responsibilities.
•
Competencies: To perform the job successfully, an individual should demonstrate the following competencies:
•
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.
•
Interpersonal Skills - Maintains confidentiality; treats co-workers, patients and facility visitors with respect.
•
Oral Communication - Listens and gets clarification to ensure that instructions and requests are fully understood.
Grade: 175