Appointment Clerk (Bilingual)

Kaiser Permanente; Fontana (CA); On-site; USD 25,000 - 33,000; Full time

Job summary

Kaiser Permanente Fontana is seeking an Appointment Clerk (Bilingual) to act as a main point of contact for members, scheduling appointments through complex systems and providing general information with professionalism.

The role emphasizes high-volume, accurate call handling, bilingual English/Spanish communication, and the ability to determine urgency, transfer calls to nurses when needed, and support physicians and staff with timely messaging and customer-focused service.

Qualifications

• One (1) year customer service experience in a service related industry.
• High school graduate or GED equivalent.
• Bilingual (English/Spanish) Level I required.

Responsibilities

• Responds to high-volume calls with professional, courteous service.
• Determines appointment type and coordinates with physicians/providers.
• Transfers urgent calls to a Registered Nurse per guidelines.
• Composes messages for clinicians based on member requests.
• Uses online databases to answer general questions.
• Maintains quality and productivity standards.
• Performs additional clerical duties as assigned.

Skills

Customer service

Bilingual English/Spanish

Communication skills

Education

High school diploma or GED

Job description

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.
• Bilingual (English/Spanish) Level I required.

Notes:

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

COMPANY: KAISER

TITLE: Appointment Clerk (Bilingual)

LOCATION: Fontana, California

REQNUMBER: 1441267

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.