Appointment Center Service Representative

Job Summary

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

• 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.

• Experience
  • Two or more of the following:
    • One year of customer service experience.
    • One year of personal computer experience.
  • Successful completion of the Call Center Simulation Test.
  • As part of applicant process, must take Proofreading Assessment for non KP employees only.
  • Per the National Agreement, current KP Coalition employees have this experience requirement waived.
Education

High school graduate or equivalent.

License, Certification, Registration

N/A

Additional Requirements
• Must be able to read and write English.
• Demonstrated knowledge of medical terminology.
• External hires must pass a background check/drug screen.
• Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance.
Preferred Qualifications

COMPANY: KAISER

TITLE:

Appointment Center Service Representative

LOCATION:

El Cajon, California

REQNUMBER: 1435168

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.