Associate, Member Experience Product Job at Kaiser Permanente
To be responsible for the seamless, daily operations of the technology and learning centers in our Medical Office Buildings by responding to basic health information and member experience inquires and requests while providing a high quality member experience. Provide education and personal training for members, helping them acquire the basic skills they need to utilize KP technology solution offerings. Escalates more complex inquires and requests to the appropriate departments. Ensures interaction with member constitutes a compelling customer experience through welcoming, registering, and assisting members.
Essential Responsibilities:
- Welcomes and greets members at technology and learning centers, kiosks and general areas to include way-finding assistance.
- Help members discover, enable and implement high-value KP and non-KP technology solutions and services across a broad range of devices that meet their individual needs and exceed their expectations.
- Consistently deliver high standards of service, supporting the strategies of the organization and strive for high utilization of KP care related and other applications.
- Provides members with orientation to the KP integrated care system and PCP model for new members.
- Listen to and understand member stated and unstated needs.
- Present total solution offerings support based upon each member's unique need and physician technology focused referrals
- Maintain expert-level product knowledge of all assigned products, devices and service offerings.
- Continuously learn through others, self-educate, share specialized knowledge and expertly demonstrate and present the newest product and service offerings across all devices.
- Collaborate with peers, MAPMG, and clinical team members in the development of innovative ways to continue to build long-term relationships with all customers.
- Collaborate with managers on strategic department initiatives as well as provides input on member performance with technology applications.
- Assists members by providing general information, or referring to appropriate staff, as necessary.
- Contribute to the development and maintenance of the Member Experience educational materials, including handouts, training manuals, multimedia visual aids and computer tutorials.
- Informs providers or staff of members needing immediate attention. Brings unusual situations to the attention of the appropriate staff.
- Tracks activities (e.g., encounters) with and support provided to (e.g., KP.org support) members
- Conducts member, staff, and provider orientation to ensure familiarity with Kaiser's services, systems, processes, and procedures, including the use of the self-check-in kiosk.
- Identifies trends and makes recommendations for process/system improvements.
- Order member cards
- Requests and maintains supplies for the technology learning centers and reception area.
- Orients and train new staff.
- Wears professional attire to include a KP-provided jacket.
- Performs other related duties, as appropriate.
Basic Qualifications:
Experience
- Two (2) years of customer service experience in a technology environment setting required.
Education
- High School Diploma or General Education Development (GED).
License, Certification, Registration
- N/A
Additional Requirements:
- Familiarity with downloading mobile applications.
Preferred Qualifications:
- Ability to type a minimum of 25 words per minute.
- One (1) year of health information management experience.
- Healthcare setting experience preferred.
- Previous technology/product/software teaching or training experience.
PrimaryLocation : Maryland,Largo,Largo Medical Center
HoursPerWeek : 36
Shift : Day
Workdays : Mon, Tue, Wed, Thu, Fri
WorkingHoursStart : 08:30 AM
WorkingHoursEnd : 05:00 PM
Job Schedule : Part-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : M40|OPEIU|Local 2
Job Level : Entry Level
Job Category : Customer Services
Department : Largo Medical Center - Med Fac-Centrl Suppt Admin - 1808
Travel : No
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
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