Appointment Center Service Representative

Kaiser Permanente; El Cajon (CA); On-site; USD 40,000 - 45,000; Full time

Job summary

Kaiser Permanente in California is seeking an Appointment Center Associate to provide high level member assistance by scheduling various appointments, transferring calls, composing messages and offering general information. The role operates in a high-volume, structured appointment center environment, using multiple departments and online databases to meet member needs with courteous service.

Responsibilities include scheduling, coordinating with physicians, and handling follow-up communications

Qualifications

• 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
• Proofreading Assessment for non KP employees only.
• Per the National Agreement, current KP Coalition employees have this experience requirement waived.

Responsibilities

• Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable laws.
• Operates in a high volume, high structured Appointment Center environment by responding to calls.
• Works in a PC environment with multiple departments.
• Uses guidelines and protocols for multiple departments to meet member needs.
• Determines appointment type and schedules with appropriate guidelines.
• Prioritizes member needs and offers alternatives when appropriate.
• Delivers excellent customer service and diffuses difficult member encounters.
• Transfers urgent calls and composes messages for physicians/providers and staff.
• Responds courteously using online databases to provide information.
• Seeks quality improvements and efficiency in service delivery.
• Performs clerical duties like assigning PCPs and booking/canceling appointments.

Skills

Customer service

Computer literacy

Education

High school diploma or equivalent

Job description

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.

Essential Responsibilities

• 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

Basic Qualifications

• 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.

Preferred Qualifications

Primary Location:

California,El Cajon,El Cajon Call Center 1620 E. Main St.

Scheduled Weekly Hours: 40

Shift: Day

Workdays: Sun, Mon, Tue, Wed, Thu, Fri, Sat

Working Hours Start: 10:30 AM

Working Hours End: 07:00 PM

Job Schedule: Full-time

Job Type: Standard

Worker Location: Onsite

Employee Status: Regular

Employee Group/Union Affiliation: B09|OPEIU|Local 30

Job Level: Entry Level

Department: Bostonia MOB - Appointment Services-Same Day - 0806

Pay Range: $28.54 - $33.36 / hour

Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.

Travel: No

Work Setting: Onsite

Worker location must align with Kaiser Permanente's Authorized States policy.

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.