LaToshia Thomas

•Provide Health Plan members with assistance and information regarding the utilization of Kaiser Permanente facilities, benefits and services; investigating inquiries and service issues; preparing narrative summaries regarding patient inquiries, concerns and comments.

•Files formal complaints, grievances, facility service issues and inquiries, and submits a handoff to the appropriate department through computer generated correspondence.

•Respond to member questions and concerns and act as a member advocate for their service, needs, and interest within KPMCP.

Resolve issues at the lowest possible level. Assure smooth transition from purchaser to consumer through implementation of service strategies within the Call Center.

•Meets performance metrics while providing great customer service to complex and sensitive issues.

•Provide information and support to members and internal and external customers regarding contracts/benefits explanation and clarification.

•Identify, investigate and communicate to Medical Center managers and staff service issues relevant to MSA/CSA. Ensure that information needs and service issues are resolved in a timely manner.

•Input data and information generated through the Call Center ensuring the format is understandable and actionable (such data may consist of information relating to members' needs, consumer perceptions, etc.).

•Track all inquiries and requests on an automated contact management system.

•Diffuse anger, tension or hostility some members feel when dealing with issues that significantly impact their own health.

•Effectively communicate the care and concern that Kaiser Permanente has for each member.

•Understand, interpret and act on a variety of statistical measurements of individual and Call Center performance. Self-direct own work based on analysis of statistics on self-performance.

•Utilize a personal computer to search and retrieve information from a wide variety of databases to answer member inquiries.

•Responded to inbound service calls in a fast-paced, high-volume call center.

•Built a rapport with customers and proposed different products and services based on their account history to help minimize their monthly bill.

•Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.

•Possess effective communications skills, and work well with others at all levels.

•Handle customer, inquires, complaints, billing questions and payment extension request.

•Diffuse anger, tension or hostility some customers feel when dealing with serviceand billing issues.

•Input data and information generated through the Call Center ensuring the format isunderstandable and actionable (such data may consist of information relating tocustomer needs, consumer perceptions, etc.)

•Understand, interpret and act on a variety of statistical measurements of individual andCall Center performance. Self-direct own work based on analysis of statistics on self-performance.
•Utilize a personal computer to search and retrieve information from a wide variety ofdatabases to answer customer inquiries.
•Author new scripts and revise old scripts that are developed to assist representatives onthe provision of service to members.

• rooming patients

• answering phones

• scheduling appointments

• verifying insurances

• distributing outgoing mail to pharmacies

• collecting patients co-payments

• calling in prescriptions

• charting, filing and faxing