Appointment Clerk

Kaiser Permanente • Fontana, CA

242d

About The Position

This position provides high-level member assistance as first critical contact by appropriately scheduling appointments through complex appointment making applications, transferring calls appropriately, composing messages and providing general information. Operates in a high volume, highly structured environment by responding to incoming calls, applying critical thinking to complex guidelines, and using multiple call center specific systems. Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment following 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, and following established guidelines, and then transferring the call to a Registered Nurse when appropriate. Composes messages for physician/providers, Registered Nurses or other medical staff based on members 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 other clerical duties as assigned. Promotes, ensures, and improves customer service to internal/external customers by demonstrating skills which are consistent with the organizations philosophy of providing extraordinary customer relations and quality service. Performs other related duties as required.

Requirements

• One (1) year customer service experience in a service related industry, preferably healthcare.
• High school graduate or General Education Development (GED) equivalent.

Responsibilities

• Responds to incoming calls in a high volume, highly structured environment.
• Applies critical thinking to complex guidelines and uses multiple call center specific systems.
• Determines the type of appointment requested or needed and reviews scheduling mix of various physicians/providers.
• Makes appointments following appropriate guidelines.
• Prioritizes member needs and offers alternatives when appropriate.
• Utilizes superior customer service skills to diffuse difficult member encounters.
• Uses tact and diplomacy in handling difficult interactions with members.
• Determines if calls are urgent or emergent and transfers calls 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.
• Meets established standards of performance for quality and productivity.
• Performs other clerical duties as assigned.
• Promotes and improves customer service to internal/external customers.

What This Job Offers

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