Appointment Clerk (Bilingual) - Full Time - 9a-5%5C:30p

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

Job summary

An established industry player is seeking a dedicated member service representative to provide exceptional assistance in a fast-paced call center environment. This role involves scheduling appointments, answering inquiries, and ensuring member satisfaction through effective communication. Ideal candidates will possess strong customer service skills and the ability to handle challenging interactions with professionalism and empathy. Join a team committed to enhancing the healthcare experience for members and play a vital role in supporting their needs. If you are passionate about service excellence and are looking for a rewarding opportunity, we encourage you to apply.

Qualifications

• 1+ year of customer service experience, preferably in healthcare.
• High school diploma or equivalent required.

Responsibilities

• Schedule appointments and manage member inquiries in a call center.
• Provide high-level assistance and maintain member records.

Skills

Customer Service

Effective Communication

Problem Solving

Bilingual (English/Spanish)

Education

High School Diploma or Equivalent

Job description

Job Summary:

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

Essential Responsibilities:

• Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities, and applicable laws.
• Operates in a high-volume, structured call center environment by responding to incoming calls.
• Determines the type of appointment requested, reviews scheduling options, and makes appointments following guidelines.
• Prioritizes member needs and offers alternatives when appropriate.
• Uses excellent customer service skills to handle difficult interactions diplomatically.
• Determines call urgency and transfers to a Registered Nurse when necessary.
• Composes messages for medical staff based on member requests.
• Responds courteously to questions, using online databases for information.
• Seeks ways to improve service quality and implements changes.
• Performs clerical duties like assigning primary care physicians, processing referrals, and scheduling appointments.
• Answers incoming calls and manages appointment scheduling, rescheduling, and verification.
• Handles member inquiries and updates member records.
• Assists in resolving issues with medical record numbers and change requests.
• Performs online inquiries, data retrieval, and maintains activity logs.
• Performs routine maintenance of office equipment.
• Recommends procedural improvements and trains new personnel.
• Serves as a resource to co-workers and assists in problem-solving.
• Performs additional duties as directed, including contacting physicians and other staff to assist members.

Basic Qualifications:

• At least 1 year of customer service experience, preferably in healthcare (waived for current KP Coalition employees).
• High school diploma or equivalent.

Additional Requirements:

• Effective communication skills, both verbal and written in English.
• Must pass the Customer Care Simulation assessment (current within 1 year).
• Complete Service Orientation Assessment.
• For non-KP employees, take the Proofreading Assessment.
• Bilingual (English/Spanish) Level I required.

Notes:

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