Appointment Center Service Representative

Kaiser Permanente•El Cajon, CA

41d

About The Position

This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages and providing general information.

Responsibilities

Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
Operates in a high volume, high structured Appointment Center environment by constantly responding to incoming calls.
Works in a personal computer environment with multiple departments.
Uses guidelines and protocols for multiple departments to best meet member needs.
Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment utilizing appropriate guidelines.
Prioritizes member needs and offers alternatives to members when appropriate.
Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.
Uses tact and diplomacy in handling difficult interactions with members.
Determines if calls are urgent or emergent by listening to the member, following established guidelines and then transferring the call to the appropriate department for immediate resolution.
Composes messages for physicians/providers, registered nurses and other medical staff based on member requests.
Responds in a courteous and professional manner to general questions, using on-line databases to provide information to any member or other personnel calling the center.
Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.
Must perform all of the above duties while meeting established standards of performance for quality and productivity.
Performs clerical duties which may include assigning new members a primary care physician, calling patients and booking appointments for specialty appointments, calling members to cancel and reschedule appointments.
Assume other activities and responsibilities from time to time as directed.