Appointment Clerk

Kaiser Permanente • Lancaster, CA

256d

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. Additionally, the role includes composing messages for medical staff based on member requests, responding to general questions, and identifying ways to improve service quality. Clerical duties such as processing self-referral requests, booking specialty appointments, and maintaining activity logs are also part of the responsibilities.

Requirements

• One (1) year of customer service experience in a service related industry, preferably healthcare.
• High school diploma or equivalent.
• Effective telephone communication skills and excellent interpersonal skills.
• Must obtain passing score on Customer Care Simulation assessment.
• Must be able to effectively communicate, verbally and in writing, in English.
• Must complete Service Orientation Assessment.
• Must take Proofreading Assessment for non KP employees only.

Responsibilities

• Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
• Operates in a high volume, highly structured call center environment by responding to incoming calls.
• 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.
• Uses tact and diplomacy in handling difficult interactions with members.
• 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 in a courteous and professional manner to general questions using on-line 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.
• Answers incoming calls and determines appointment availability.
• Notifies members of appointment/scheduling changes by telephone as directed.
• Verifies and updates member demographics.
• Performs data retrieval of computerized data and maintains activity logs.
• Clears paper jams and performs routine maintenance of printers/copiers.
• Trains and orients new or less experienced personnel.
• Initiates telephone calls to physicians or other medical office staff when indicated.

What This Job Offers

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