Appointment Clerk (Biligual)

Kaiser Permanente; Fontana (CA); On-site; USD 32,000 - 42,000; Full time

Job summary

Kaiser Permanente in Fontana, CA is seeking an Appointment Clerk (Bilingual) to serve as the first point of contact for members. You will schedule appointments, transfer calls, and craft messages for clinicians using complex systems, while delivering accurate information with courtesy.

The role emphasizes strong bilingual communication and adherence to call-center standards, with a focus on quality and efficient service.

Qualifications

• One year of customer service experience in a service-related industry, preferably healthcare.
• Bilingual English/Spanish Level I required.
• Background check and drug screen per policy.

Responsibilities

• Operates in a high-volume, structured call-center environment by handling incoming calls and using multiple systems.
• Determines appointment type, reviews scheduling across physicians, and books appointments per guidelines.
• Prioritizes member needs and offers alternatives when appropriate.
• Disasses member concerns with courtesy and professionalism and diffuses issues.
• Transfers calls to a Registered Nurse when urgent or emergent guidance is needed.
• Composes messages for physicians/providers or medical staff as requested.
• Responds to general questions using online databases to provide information.
• Identifies opportunities to improve service quality and implements changes.

Skills

Customer service

Bilingual English/Spanish

Education

High school graduate or GED

Job description

This position represents (7) 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.

Basic Qualifications:

• 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.

• Bilingual (English/Spanish) Level I required.

Preferred Qualifications:

• N/A.

Notes:

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

COMPANY: KAISER

TITLE: Appointment Clerk (Biligual)

LOCATION: Fontana, California

REQNUMBER: 1424427

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.