Member Experience Receptionist

Job Summary

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.