Appointment Clerk

Kaiser Permanente; Los Angeles (CA); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading healthcare organization seeks an Appointment Clerk to provide high-level member assistance. The role involves scheduling appointments, managing calls, and ensuring excellent customer service. Ideal candidates will have customer service experience and effective communication skills. This full-time position offers variable hours and the opportunity to support new staff.

Qualifications

• At least 1 year of customer service experience, preferably in healthcare.
• Effective communication skills, both verbal and written in English.

Responsibilities

• Schedule appointments and manage member information.
• Respond to high-volume calls in a call center environment.
• Provide excellent customer service and resolve issues.

Skills

Customer Service

Communication

Education

High school diploma or equivalent

Job description

Join to apply for the Appointment Clerk role at Kaiser Permanente.

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

Key Responsibilities

• Uphold Kaiser Permanente policies, procedures, and applicable laws.
• Respond to high-volume calls in a structured call center environment.
• Determine the type of appointment needed, review provider schedules, and make appointments accordingly.
• Prioritize member needs and offer alternatives when appropriate.
• Provide excellent customer service, diffusing difficult encounters with tact and diplomacy.
• Assess call urgency or emergent needs, and transfer to a Registered Nurse when necessary.
• Compose messages for medical staff based on member requests.
• Use online databases to provide information and resolve issues.
• Identify opportunities to improve service quality and suggest changes.
• Perform clerical duties such as assigning primary care physicians, processing referrals, and scheduling appointments.
• Answer incoming calls, verify and update member information, and handle appointment scheduling, rescheduling, and cancellations.
• Assist with medical record number management and change requests.
• Maintain activity logs and perform routine maintenance of office equipment.
• Train and support new staff and serve as a resource for colleagues.
• Perform other duties as assigned.

Qualifications

• At least 1 year of customer service experience, preferably in healthcare (waived for current KP Coalition employees).
• High school diploma or equivalent.
• Effective communication skills, both verbal and written in English.
• Ability to pass required assessments, including Customer Care Simulation and Proofreading (for non-KP employees).

Additional Notes

• This is an on-call, full-time position with variable days and hours.