Member Experience Receptionist

  • Kaiser Permanente
  • Washington, District of Columbia
  • Full Time

Ensures interaction with member constitutes a compelling customer experience through welcoming, registering, and assisting members.

Essential Responsibilities:
  • Welcomes and greets members at kiosks and general areas and assists with way-finding.
  • Assists members by providing general information, or referring to appropriate staff, as necessary.
  • Registers members to include: verifying eligibility; updating demographic information; identifying FYIs and special features; coordinating appropriate assistance, and creating new accounts, as needed.
  • Initiates the completion of paperwork relating to members visit. Processes paperwork as appropriate.
  • Receive and return prepared forms to members.
  • Receives funds from members, completes receipts, and properly posts transactions.
  • Retrieves, reconciles, and deposits change fund.
  • Schedules appointments at the request of members and providers in accordance with established protocol.
  • Informs members of appointment date(s) and gives appropriate pre-appointment instructions, as necessary.
  • Receives and screens telephone calls, if necessary, takes messages or forwards calls, as appropriate.
  • Returns appropriate calls to members and staff as directed by provider or nursing staff.
  • Request and maintains supplies for the kiosks and reception areas.
  • Informs providers or staff of members needing immediate attention. Brings unusual situations to the attention of the appropriate staff.
  • Order member cards.
  • Offer wheelchair assistance under established guidelines.
  • Wears professional attire to include a KP-provided jacket.
  • Performs other related duties, as appropriate.
Basic Qualifications: Experience
  • Minimum one (1) year of customer service experience required.
  • Per the National Agreement, current KP Coalition employees have this experience requirement waived.
Education
  • High School Diploma or General Education Development (GED).
License, Certification, Registration
  • N/A
Additional Requirements:
  • Demonstrates a working knowledge of Health Plan coverage types, for example (but not limited to) traditional and deductible products within 6 months of employment.
  • Proficiency in the use of applicable computer software and technology.
Preferred Qualifications:
  • One (1) year of reception experience in a healthcare setting preferred.
  • Knowledge of medical terminology preferred.
  • Current BLS certification preferred.
Job ID: 486954358
Originally Posted on: 7/26/2025

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