• ASCC_Part-Time Service Delivery Consultant

    Job ID
    Posted Date
    Customer Service/Support
  • Overview


    Southlake Mall, 1000 Southlake Cir, Morrow, GA 30260

    Seeking Talented Team Members

    People Are Our Passion

    Join Our Team

    Empowering a Winning Culture


    "Our mission is to create a grassroots company, where our associates are empowered to always act in the interest of our clients, share ideas and create distinctive customer experiences on behalf of our clients. We are accomplishing this goal by attracting people with positive attitudes, great communication skills, and a willingness to learn and grow in a fun, entrepreneurial culture.“


    Mark Wilson, Chime Founder and CEO


    Position Summary: The Service Delivery Consultant (Customer Service Representative) is responsible for answering and handling inbound / outbound calls. The Customer Service Representative is accountable for answering all concerns and questions while providing excellent customer service. The Customer Service Representative will be responsible for providing professional, knowledgeable, helpful, courteous, and responsive customer service to ensure the member receives excellent customer-focused telephone service.

    Position Requirements:

    • Utilizes established guidelines to schedule appointments for specialty departments by telephone, email, mail and fax.
    • Responds to member questions and concerns and acts as an advocate for their service, needs, and interests within Kaiser Permanente resolving issues at the lowest possible level.
    • Assist customers with a wide variety of questions via information accessed through the computer.
    • Reviews employee accounts and answer questions based upon established policies and procedures.
    • Utilizes Healthconnect to access member information and support scheduling functions.
    • Provides patients with information/instructions about appointments and procedures.
    • Educates members on proper use of Health Plan systems and facilities.
    • Responds to member questions and concerns and acts as an advocate for their service, needs, and interests within Kaiser Permanente while resolving issues at the lowest possible level
    • Trains or orients new or less experienced staff.
    • Works with leadership and stakeholders as a Subject Matter Expert to improve Specialty training, development and implementation of guidelines/policies and workflows to improve the member experience.
    • Collects cumulative data and statistics and enters data into automated systems.
    • Participates in special projects, studies, or other activities from time to time, as directed
    • Proactively identifies ways Kaiser Permanente could improve customer service
    • Works in collaboration with other Kaiser Permanente departments



    • Ability to multi-task (talk and type at the same time) and use multiple applications
    • Excellent interpersonal, verbal, written and listening communication skills
    • Proficient use of the Microsoft Suite and Windows applications while focusing on multi-tasking using several windows applications at once while assisting a customer
    • Ability to provide outstanding customer service while ensuring that the customer’s questions, issues and concerns have been satisfied
    • Computer literate with the ability to learn customer service software applications
    • Ability to be flexible, adaptable and dependable in an environment constantly upgrading/enhancing service/technology capabilities to its’ customers
    • Flexibility to work specified shift and extended hours as necessary


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