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Appointment Clerk (Bilingual
Job in
Downey, Los Angeles County, California, 90241, USA
Listed on 2026-08-05
Listing for:
Kaiser Permanente
Full Time
position Listed on 2026-08-05
Job specializations:
-
Customer Service/HelpDesk
Bilingual -
Healthcare
Job Description & How to Apply Below
Job Summary:
This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information.
Essential 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, reviews scheduling mix of various physicians/providers, and them 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.
+ Determine if calls are urgent or emergent by listening to the member, 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 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 standard of performance for quality and productivity.
+ Performs clerical duties which may include assigning new members a primary care physician, processing self-referral requests, calling patients and booking appointment for specialty appointments, calling members to cancel and reschedule appointments.
+ Answer incoming calls.
+ Determine type of appointment needed, determine appointment availability and schedule appointments.
+ Prioritize members need and offer alternatives to member when appropriate.
+ Determine if calls are urgent or emergent and refer to RNs as appropriate following established guidelines.
+ Compose messages to providers or other medical staff based on member requests.
+ Utilize databases to give information to members and other callers as requested.
+ Refer members to eligibility department as appropriate.
+ Notify members of appointment/scheduling changes by telephone as directed.
+ Schedule, reschedule and/or verify appointments.
+ Answer member inquiries.
+ Contact appropriate department to obtain medical record numbers of new enrollees.
+ Assist in resolving problems related to duplicate medical record numbers.
+ Initiate change of physician requests.
+ Initiate change forms for corrected medical record numbers.
+ Verify and update member demographics.
+ Perform on-line inquiry functions.
+ Perform data retrieval of computerized data.
+ Record and maintain activity logs.
+ Clear paper jams and other routine maintenance of printers/copiers.
+ Recommend procedure changes.
+ Train and orient new or less experienced personnel.
+ Serve as resource persons to co-workers and assist in problem solving.
+ Perform other activities and duties as directed.
+ Initiate telephone calls to physicians or other medical office staff when indicated to assist members.
+ Assume other activities and responsibilities from time to time as directed.
Pay Grade: 08
Basic Qualifications:
Experience
+ One (1) year of customer service experience in a service related industry, preferably healthcare.
+ Per the National Agreement, current KP Coalition employees have this experience requirement waived.
Education
+ High school diploma or equivalent.
License, Certification, Registration
+ N/A
Additional Requirements:
+ Effective telephone communication skills and excellent interpersonal skills.
+ Must obtain passing score on Customer Care Simulation assessment.
+ The Customer Care Simulation assessment score must be current within one (1) year (contact Local HR Office for testing).
+ Must be able to effectively communicate, verbally and in writing, in English.
+ Must complete Service Orientation Assessment.
+ As part of applicant process, must take Proofreading Assessment for non KP employees only.
+ Bilingual (English/Spanish) Level I required.
Preferred Qualifications:
+ Preferred health care call center/booking experience.
Notes:
- This is an On-Call position, days and hours may vary.
- Must successfully have passed the bilingual test (within the last 12 months), or be active in the QBS program.
COMPANY: KAISER
TITLE:
Appointment Clerk (Bilingual)
LOCATION:
Downey, California
REQNUMBER: 1424566
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. All qualified applicants will receive consideration for…
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