Appointment Clerk (Bilingual) - On-Call

Kaiser Permanente; Los Angeles (CA); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated member services representative to join their dynamic team. In this role, you will provide high-level assistance by scheduling appointments, responding to member inquiries, and ensuring a seamless experience for all callers. Your exceptional customer service skills will be vital in diffusing difficult situations and prioritizing member needs. This position offers the opportunity to make a meaningful impact in the health care sector while working in a structured and supportive environment. If you are passionate about helping others and thrive in a fast-paced setting, this role is perfect for you.

Qualifications

• Strong customer service skills to handle member inquiries and issues.
• Ability to work in a high-volume call center environment.

Responsibilities

• Schedule appointments and provide member assistance in a call center.
• Respond to calls and determine urgency, transferring as needed.

Skills

Customer Service Skills

Communication Skills

Problem Solving

Tact and Diplomacy

Education

High School Diploma

Tools

Online Databases

Computerized Data Systems

Job description

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

• 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 then makes appointments 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.
• Determines 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, and calling members to cancel and reschedule appointments.
• Answer incoming calls.
• Determine type of appointment needed, determine appointment availability and schedule appointments.
• Prioritize members' needs and offer alternatives to members 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.
• 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 perform 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.

About the company

Providing high-quality, affordable health care services and improving the health of our members and the communities we serve.