Appointment Clerk

Kaiser Permanente; Anaheim (CA); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading healthcare organization is seeking a member assistance representative to provide high-level support in a structured call center environment. The role involves scheduling appointments, responding to member inquiries, and ensuring excellent customer service. Ideal candidates will have strong communication skills and the ability to handle difficult situations with tact.

Qualifications

• High-level member assistance experience preferred.

Responsibilities

• Schedules appointments and responds to member inquiries.
• Handles difficult interactions with tact and diplomacy.
• Maintains activity logs and performs clerical duties.

Skills

Customer Service

Communication

Job description

Job Summary:

This position provides high-level member assistance by scheduling appointments, transferring calls, composing messages, and providing general information.

Essential Responsibilities:

1. Upholds Kaiser Permanente's policies, procedures, principles of responsibilities, and applicable laws.
2. Operates in a high-volume, structured call center environment, responding to incoming calls.
3. Determines the type of appointment requested, reviews scheduling options, and makes appointments following guidelines.
4. Prioritizes member needs and offers alternatives when appropriate.
5. Uses superior customer service skills to assist members, including diffusing difficult encounters.
6. Handles difficult interactions with tact and diplomacy.
7. Assesses call urgency or emergent situations by listening and following guidelines, transferring calls to RNs when needed.
8. Composes messages for physicians, nurses, or staff based on member requests.
9. Responds courteously to general questions, using online databases for information.
10. Identifies opportunities to improve service quality and suggests improvements.
11. Performs clerical duties such as assigning primary care physicians, processing referral requests, and scheduling appointments.
12. Answers incoming calls, determines appointment needs, and schedules or reschedules appointments.
13. Prioritizes member needs and offers alternatives.
14. Refers urgent or emergent calls to RNs as per guidelines.
15. Communicates with providers or staff based on member requests.
16. Uses databases to provide information to members and callers.
17. Refers members to eligibility department when appropriate.
18. Notifies members of scheduling changes via telephone.
19. Performs data verification, update of demographics, and online inquiries.
20. Maintains activity logs and performs routine maintenance of equipment.
21. Recommends procedural improvements and trains new personnel.
22. Assists co-workers and participates in problem-solving.
23. Performs additional duties as directed, including initiating calls to providers and handling other responsibilities.