Appointment Clerk / 3 Month Duration / Child

Kaiser Permanente; Los Angeles (CA); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Appointment Clerk to provide exceptional member assistance in a fast-paced call center environment. This role involves scheduling appointments, responding to member inquiries, and utilizing superior customer service skills to enhance member experiences. The ideal candidate will thrive in a structured setting, demonstrating effective communication and problem-solving abilities. Join a dynamic team committed to delivering quality healthcare service and make a meaningful impact on members' healthcare journeys. This temporary position offers a unique opportunity to contribute to a vital service in the community.

Qualifications

• 1 year of customer service experience in a service-related industry, preferably healthcare.
• Effective communication skills, both verbal and written, in English.

Responsibilities

• Schedule and manage appointments for members, ensuring timely responses.
• Provide high-level member assistance and resolve inquiries effectively.
• Maintain accurate records and logs of member interactions and appointments.

Skills

Customer Service

Effective Telephone Communication

Interpersonal Skills

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, highly structured call center environment by responding to incoming calls.

+ Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and them 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.

+ Determine if calls are urgent or emergent by listening to the member, 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 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 standard of performance for quality and productivity.

+ Performs clerical duties which may include assigning new members a primary care physician, processing self-referral requests, calling patients and booking appointment for specialty appointments, calling members to cancel and reschedule appointments.

+ Answer incoming calls.

+ Determine type of appointment needed, determine appointment availability and schedule appointments.

+ Prioritize members need and offer alternatives to member when appropriate.

+ Determine if calls are urgent or emergent and refer to RNs as appropriate following established guidelines.

+ Compose messages to providers or other medical staff based on member requests.

+ Utilize databases to give information to members and other callers as requested.

+ Refer members to eligibility department as appropriate.

+ Notify members of appointment/scheduling changes by telephone as directed.

+ Schedule, reschedule and/or verify appointments.

+ Answer member inquiries.

+ Contact appropriate department to obtain medical record numbers of new enrollees.

+ Assist in resolving problems related to duplicate medical record numbers.

+ Initiate change of physician requests.

+ Initiate change forms for corrected medical record numbers.

+ Verify and update member demographics.

+ Perform on-line inquiry functions.

+ Perform data retrieval of computerized data.

+ Record and maintain activity logs.

+ Clear paper jams and other routine maintenance of printers/copiers.

+ Recommend procedure changes.

+ Train and orient new or less experienced personnel.

+ Serve as resource persons to co-workers and assist in problem solving.

+ Perform other activities and duties as directed.

+ Initiate telephone calls to physicians or other medical office staff when indicated to assist members.

+ Assume other activities and responsibilities from time to time as directed.

Basic Qualifications:

Experience

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

+ Per the National Agreement, current KP Coalition employees have this experience requirement waived.

Education

+ High school diploma or equivalent.

License, Certification, Registration

+ N/A

Additional Requirements:

+ Effective telephone communication skills and excellent interpersonal skills.

+ Must obtain passing score on Customer Care Simulation assessment.

+ The Customer Care Simulation assessment score must be current within one (1) year (contact Local HR Office for testing).

+ Must be able to effectively communicate, verbally and in writing, in English.

+ Must complete Service Orientation Assessment.

+ As part of applicant process, must take Proofreading Assessment for non KP employees only.

Preferred Qualifications:

+ N/A.

Notes:

+ This is a temporary position for approximately three (3) months.

COMPANY: KAISER

TITLE: Appointment Clerk / 3 Month Duration / Child

LOCATION: Los Angeles, California

REQNUMBER: 1347455

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.