Elsa Rodriguez

Essential Responsibilities:

Customer Service

• Serves as ambassador for Kaiser Permanente by exhibiting respectful, courteous, and friendly behavior towards our patients and members. Takes accountability for customer experience at Point of Service.
• Creates a welcoming environment including maintaining a professional demeanor, appearance, and physical environment
• Greets patients, assists with facility directions, provides resources, answers questions, and when applicable escalates issues
• Actively seeks information to understand the member/patient circumstances, problems, expectations needs
• Addresses patient problems, concerns, and issues and escalates to management when necessary
• Refers to other departments and administrative services
• Consistently demonstrates service behaviors and principles
• Understands the Kaiser Permanente Mission and the patient Bill of Rights and integrates them into interactions with patients
• In all interactions with patients, members, physicians, staff, and visitors, demonstrates service-oriented behaviors that include culturally sensitive good manners, respect, and polite communication.
• Interacts with patients/visitors appropriately, according to age, developmental, and cultural factors
• Assists patients/members
• Assists with facility directions
• Refers to other departments and administrative services for further information, e.g., Member Services, Medical Secretaries, Financial Counseling and Billing
• Directs patients to appropriate area after arrival/registration process is completed
• Utilize Language Line, QBS, and ASL services as needed
• Demonstrates telephone etiquette skills
• Is courteous and professional when telephone
• Takes accurate, legible, and complete messages and forwards them to appropriate part

• Enhanced customer satisfaction by providing efficient and accurate cash transactions.
• Streamlined checkout process for increased efficiency and reduced waiting times.
• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
• Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from Members
• Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.

• Increased appointment scheduling efficiency by implementing user-friendly software systems.
• Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
• Reduced no-show rates by consistently following up with clients prior to their scheduled appointments.
• Streamlined appointment setting process for improved client experience and higher retention rates.
• Collaborated with team members to ensure full coverage and optimal scheduling of appointments across departments.
• Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.

• Increased efficiency by streamlining filing systems and organizing important documents.
• Improved customer satisfaction by promptly answering inquiries and providing accurate information.
• Collaborated with team members to complete tasks efficiently and meet deadlines.
• Enhanced office organization with regular maintenance of files, records, and supplies inventory.

• Improved overall security by conducting regular patrols and monitoring surveillance systems.
• Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
• Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
• Reduced incident response times by implementing efficient emergency procedures and collaborating with local law enforcement agencies.

• Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
• Supported executive staff by scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
• Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Facilitated collaboration within team by organizing regular meetings, maintaining meeting minutes, and tracking project progress.

• Enhanced system performance by conducting regular software and hardware updates.
• Resolved technical issues for clients through remote support, increasing customer satisfaction.
• Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
• Implemented data backup solutions to protect vital company information from potential loss.

• Reduced claim processing time by implementing efficient workflow procedures and organization systems.
• Enhanced customer satisfaction with prompt and accurate claim resolutions, resulting in positive feedback and increased client retention.
• Managed high-volume caseloads effectively, prioritizing urgent cases while maintaining attention to detail for all claims.

• Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
• Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
• Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.