Appointment Clerk

Kaiser Permanente; Fontana (CA); On-site; USD 38,000 - 52,000; Full time

Job summary

Kaiser Permanente in Fontana, CA seeks an Appointment Clerk to serve as the first contact for members by scheduling appointments, transferring calls, and providing general information through complex systems.

The role emphasizes high-volume call handling, accurate appointment setup, and patient-focused service in a healthcare environment. Strong communication and efficiency are required for quality and productivity.

Qualifications

• High school diploma or GED is required.
• Experience in healthcare customer service preferred.
• Experience with appointment scheduling is a plus.

Responsibilities

• Answers high-volume calls and schedules appointments using complex systems.
• Determines appointment type and provider mix, arranging follow-up per guidelines.
• Prioritizes member needs and offers suitable alternatives.
• Uses excellent customer service to handle difficult member interactions.
• Transfers urgent or emergent calls to a Registered Nurse when appropriate.
• Composes messages for physicians, nurses or staff per member requests.
• Responds courteously using online databases to provide information to members.
• Identifies process improvements to enhance service quality.
• Performs other clerical duties and supports internal/external customers.

Skills

Customer Service

Call Center

Healthcare Knowledge

Education

High School Diploma or GED

Job description

This position represents {38} openings

Job Summary

This position provides high-level member assistance as first critical contact by appropriately scheduling appointments through complex appointment making applications, transferring calls appropriately, composing messages and providing general information.

Essential Responsibilities

• Operates in a high volume, highly structured environment by responding to incoming calls, applying critical thinking to complex guidelines, and using multiple call center specific systems.

• Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment following 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, and 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 members 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 other clerical duties as assigned.

• Promotes, ensures, and improves customer service to internal/external customers by demonstrating skills which are consistent with the organizations philosophy of providing extraordinary customer relations and quality service.

• Performs other related duties as required.

  Basic Qualifications:

  Experience

• One (1) year customer service experience in a service related industry, preferably healthcare.

  Education

• High school graduate or General Education Development (GED) equivalent.

  License, Certification, Registration

• N/A

  Additional Requirements:

• All testing must be completed by the end of the posting period.

• All internal transfer applicants and all external applicants for the Customer Service Representative position are required to pass the job related assessment.

  Preferred Qualifications:

• N/A.

COMPANY: KAISER

TITLE: Appointment Clerk

LOCATION: Fontana, California

REQNUMBER: 1448334

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.