Appointment Center Service Representative

Kaiser Permanente; San Diego (CA); On-site; USD 41,000 - 48,000; Full time

Job summary

Kaiser Permanente in San Diego is seeking an entry-level Call Center Appointments Associate to provide member assistance, schedule appointments, transfer calls, and compose messages for clinical staff.

The role requires basic English reading, fundamental computer skills, and customer service experience. It operates in a high-volume, on-site appointment center with varied hours and duties including message creation and guidance to callers.

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.

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.

Skills

Customer service experience

PC experience

Call Center Simulation Test

Proofreading Assessment

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.

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.

Notes

• This is a varied hours position.

Equal Opportunity Employer

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.

Job Duties

For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

• Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (where applicable), and Kaiser Permanente's policies and procedures.
• Models and reinforces ethical behavior in self and others in accordance with the Principles of Responsibility, adheres to organizational policies and guidelines; supports compliance initiatives; maintains confidences; admits mistakes; conducts business with honesty, shows consistency in words and actions; follows through on commitments.
• Job duties with at least occasional or possible access to: (1) patients, the general public, or other employees; (2) confidential protected health information and other confidential KP information (including employee, proprietary, financial or trade secret information); (3) KP property and assets, for example, electronic assets, medical instruments, or devices; (4) controlled substances regulated by federal law or potentially subject to diversion.

Location & Schedule Information

• Primary Location: California,San Diego,California Service Center - Rio S.D.
• Scheduled Weekly Hours: 1
• Shift: Day
• Workdays: Sun, Mon, Tue, Wed, Thu, Fri, Sat
• Working Hours Start: 07:00 AM
• Working Hours End: 07:00 PM
• Job Schedule: Call-in/On-Call
• Job Type: Standard
• Worker Location: Onsite
• Employee Status: Regular
• Employee Group/Union Affiliation: B09|OPEIU|Local 30
• Job Level: Entry Level
• Department: RIO SAN DIEGO - Call Center Appointments - 0806
• Pay Range: $29.97 - $35.03 / hour
• Travel: No
• Work Setting: Onsite

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.

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