Kaiser Permanente Work Values

Daily Duties at Kaiser Permanente:

• Create an On-Boarding training program for new employees and a short program for existing staff to change the service culture (5-day and 2-day programs). • Create customized service training programs for departments who would assistance with specific service challenges in the department. • Create one-on-one customized customer service training that manager can refer employees who are struggling to as a way to improve and update customer service skills. • Create reward and recognition program which are rolled out throughout the Central Valley which are geared around certain holidays such as 4th of July, Valentine’s Day, etc. • Mystery shopping program created for Project Managers to go around the Central Valley to investigate how our staff is doing in the area of providing quality customer service to our member and to report the findings to the affected Manager. • Created and maintain a Service and Access library for the Central Valley complete with books, tapes, DVD and games to assist teams and individuals with improving their service skills. • Create and facilitate monthly Lunch and Learn customer service courses during lunch time once a month at each facility in the Central Valley. The service topics change from month to month. • I am a certified facilitator for the Ken Blanchard Gung Ho! Program and presented the program numerous times in the Central Valley. • I co-created the new Service piece of New Employee Orientation (NEO). It is a six hour presentation strictly training about Kaiser Permanente’s expectations for Service. This is presented currently once a month in the Central Valley. • I am a back up trainer for Hire for Service in the Central Valley. • I am a member of the Service Improvement Oversight Committee (SIOC) and have been since it was instituted in Modesto in 2003. • I worked with the Central Valley Pharmacy Department to create a program to increase their service and perception with our members which included a campaign of poster boards, chip clips, magnets and training of the staff on how to provide excellent service. • I am involved in the 5Cs training of hospital staff at our Manteca facility. • Our department is involved in recognition and reward for improved scores in Member Patient Satisfaction (MPS) and for those who score in the Upper Third in the region. I have a very good understanding of MPS. • I also have been learning more about Hospital Consumers Assessment of Health Plans and Systems (HCAHPS) and presenting information in an educational setting to our staff in Modesto as we get ready to open our own hospital facility. • I created and train Service Recovery program for the Central Valley. There is two-hour manager piece and a one hour employee piece explaining the importance of service recovery. Kaiser Permanente Modesto, Oct. 2000 to July 2005 Member Services Representative • Assist members and providers with questions related to coverage and eligibility. • Educate members and provider about Kaiser services and benefits. • Process Complaints and Grievance submitted by members. • Provide facility with Health Plan presence. • Assure regulatory compliance with Complaints and Grievances • Case file audit readiness • Minimize financial liability for Kaiser Permanente. • Butler Service Award 2002 • Everyday Hero 2003 • Service Improvement Oversight Committee member for Modesto Kaiser Permanente Stanislaus Provider Network, Modesto, CA March 1999 – Oct. 2000 Referral Coordinator and Durable Medical Equipment Coordinator • Input request from Primary Physicians for member to be seen by a Specialist. • Process claims submitted by Specialist. • Process claims for members who have had Emergency services in Stanislaus County at non-Contracting facilities. • Provide benefits for Durable Medical Equipment and input requests as approved or denied. • Take phone calls occasionally from providers, the Call Center or members on the status of claim payment. • Spirit Award 2000 Kaiser Permanente Health Plan of Northern California, Stockton, CA Sept. 1995 – March 1999 Customer Service Representative • Member of the Content Team at the Call Center as of November 1997. Assisted with training of new Customer Service Representatives. Assist my internal customers with questions they have from our member. Position is like a help desk. • Provide customer service to the Northern California Kaiser market. • To answer questions related to benefits, facilities, assist members through open enrollment, to market our individual product, to order materials for members and help with claims questions. • Served as Back-Up Content representative: I assisted my internal members in my department with questions they had while serving our external customers with their questions on their plans. • Participated in the New Member Outreach program.

What they like about Kaiser Permanente:

Working for a company with an emphasis on social values and helping society is a clear and important priority for you - a critical factor in who you choose to work for. In contrast to other factors, you place an organization's reputation for fairness and concern for the community above most other aspects of the company. As you search for a new job opportunity, it is usually possible to find out if the company is involved in the community and/or if it is addressing problems and issues in society. Pay special attention to non-profit organizations and those specifically involved in social action. Moreover, speaking with current and former employees should enlighten you to perceptions of the fairness of the company's leaders and the treatment of employees.

Tags

PowerPoint, Microsoft Word, Microsoft Excel, Lotus Notes, Customer Service, Claims

Skills

Project Management, Create curricula, Facilitate/Train, Microsoft PowerPoint, Microsoft Word, Coaching of staff

These are some of the questions we asked our climbers about their experiences with Kaiser Permanente: