Appointment Clerk

Kaiser Permanente • Bakersfield, CA

265d

About The Position

This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information. The role operates in a high volume, highly structured call center environment by responding to incoming calls and determining the type of appointment requested or needed. It involves reviewing the scheduling mix of various physicians/providers and making appointments utilizing appropriate guidelines. The position requires prioritizing member needs and offering alternatives when appropriate, utilizing superior customer service skills to provide service to members, and handling difficult interactions with tact and diplomacy.

Requirements

• Two years of customer service experience in a service related industry, preferably healthcare.
• Effective telephone communication skills and excellent interpersonal skills.
• Typing skills of 30 wpm.
• Must be able to effectively communicate, verbally and in writing, in English.
• High school diploma or equivalent.

Responsibilities

• Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
• Responds to incoming calls in a high volume call center environment.
• Determines the type of appointment requested or needed and reviews scheduling mix of various physicians/providers.
• Makes appointments utilizing appropriate guidelines.
• Prioritizes member needs and offers alternatives to members when appropriate.
• Utilizes superior customer service skills to provide service to members.
• Handles difficult interactions with members using tact and diplomacy.
• Determines if calls are urgent or emergent and transfers to a Registered Nurse when appropriate.
• Composes messages for physician/providers, Registered Nurses or other medical staff based on member requests.
• Responds to general questions in a courteous and professional manner using online databases.
• Identifies ways to improve quality of service to members and recommends steps to accomplish these changes.
• Performs clerical duties including assigning new members a primary care physician and processing self-referral requests.
• Contacts patients to book specialty appointments and cancels/reschedules appointments as needed.
• Answers member inquiries and notifies members of appointment/scheduling changes.
• Verifies and updates member demographics and performs data retrieval of computerized data.
• Records and maintains activity logs and performs routine maintenance of printers/copiers.
• Recommends procedure changes and trains new or less experienced personnel.
• Serves as a resource to co-workers and assists in problem solving.

What This Job Offers

• Industry: Ambulatory Health Care Services
• Education Level: High school or GED