Appointment Cerk

This position represents {2} openings.

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.

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.

Preferred Qualifications:

+ N/A.

Notes:

+ This is an on call position, days and hours may vary.

COMPANY: KAISER

TITLE:

Appointment Cerk

LOCATION:

Lancaster, California

REQNUMBER: 1436899

External hires must pass a background check/drug screen.…