Appointment Center Service Representative (Bilingual)

Kaiser Permanente; El Cajon (CA); On-site; USD 36,000 - 48,000; Part time

Job summary

Kaiser Permanente in El Cajon, California seeks an Appointment Center Service Representative (Bilingual) to assist members by scheduling appointments, transferring calls, and composing messages for medical staff. The role operates in a high-volume call center environment and requires strong English and Spanish skills.

Scheduled hours range from 20 to 32 per week. A high school diploma or equivalent and at least one year of customer service and PC experience are expected.

Qualifications

• One year of customer service experience.
• One year of personal computer experience.
• Bilingual English/Spanish at Level I or higher.

Responsibilities

• Upholds Kaiser Permanente policies and procedures and applicable laws.
• Handles high-volume, structured appointment center calls with efficiency.
• Performs clerical duties and coordinates appointments across departments.
• Determines appointment type, reviews scheduling mix, and uses guidelines.
• Prioritizes member needs and offers alternatives when appropriate.
• Provides courteous service and diffuses difficult member encounters.
• Transcribes messages for physicians and medical staff as requested.
• Responds to questions using online databases and internal protocols.
• Identifies service improvements and supports quality enhancements.
• Reads and writes in English; bilingual testing or QBS may be required.

Skills

Customer service

PC proficiency

Bilingual English/Spanish

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.

Basic Qualifications:

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.




• Bilingual (English/Spanish) Level I required.

Preferred Qualifications:

Notes

• Scheduled work hours per week will be 20-32.




• Must successfully pass or have passed the bilingual test (within the last 12 months), or be active in the QBS program.

COMPANY: KAISER

TITLE: Appointment Center Service Representative (Bilingual)

LOCATION: El Cajon, California

REQNUMBER: 1452128

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 employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.