Clinical Contact Center Representative

Kaiser Permanente; Denver (CO); On-site; USD 36,000 - 48,000; Full time

Job summary

Kaiser Permanente in Denver, CO is seeking a Call Center Representative to handle inbound calls and online requests, record and schedule appointments, and support providers and members with information and referrals.

In this role you will maintain confidentiality, follow regional guidelines, and adapt to evolving booking procedures while delivering compassionate service and building trust with members and patients.

Qualifications

• Minimum of one year of customer service experience, including six months of telephone experience.
• High School Diploma or GED required.
• Familiarity with personal computers and mainframe computers; basic keyboarding skills.
• Ability to prioritize and organize multiple tasks.
• Preferred: basic medical terminology knowledge.

Responsibilities

• Book members' appointments by following region guidelines.
• Handle calls and messages, transfer to appropriate departments.
• Obtain patient information and verify appointment details.
• Maintain confidentiality of all data.
• Provide information about appointments and referrals.
• Schedule follow-up appointments as needed.
• Assist callers with PCP selection when requested.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Multitasking

Education

High School Diploma or GED

Job description

-May be entitled to translation/bilingual, shift or other wage premiums as governed by the applicable collective bargaining agreement. Please refer to the respective collective bargaining agreement for additional information on such wage premiums: https://www.lmpartnership.org/local-contracts.

Job Summary:

Receives incoming phone calls or via internet requests from patients or providers, records appointment information, transfers calls or messages to appropriate personnel/departments according to protocol, and otherwise facilitates scheduling appointments for medical services. Makes members/patients and their needs a primary focus of ones actions; develops and sustains productive member/patient relationships. Uses regional guidelines and protocols to try and meet members needs the first time they contact KP. Actively seeks information to understand member/patient circumstances, problems, expectations, and needs. Builds rapport and cooperative relationship with members/patients. Considers how actions or plans will affect members; responds quickly to meet member/patient needs and resolves problems. Maintains confidentiality and integrity of all computer data, appointment data, or patient and company information. All above functions are done in accordance with protocols and procedures of the Call Center and Kaiser Permanente.

Essential Responsibilities:

• Must be familiar with and able to recall or reference regional booking guidelines (SA Web site), in order to correctly book members appointments. Ability to use guideline to identify high risk calls that need immediate medical attention.
• Position requires working closely with others; with constant noise and interruptions; communicate on chat on a regular basis.
• Must be able to adapt to new information on a daily basis as events arise that change booking procedures.
• Receives patients appointment requests; ascertains type of appointment needed, by asking pertinent questions, medical provider and time preference; refers patients appointment requests to other medical office locations as necessary. Must be able to follow and understand all medical offices booking guidelines. Refers to comment boxes for booking procedure.
• Determines available appointment times; obtains and records patients identification and appointment Information on automated scheduling system. Cancels and verifies appointments at the request of patients.
• Answers inquires and provides information regarding appointment services and procedures, must be able to provide specialty referral information if required for specialty per patients request; refers other inquiries to appropriate personnel.
• Messages information or transfers calls to appropriate personnel if patient requests advice, an urgent appointment or according to protocol; schedules follow-up appointments as necessary.
• Retrieves messages per protocol from appropriate sources (patient care or Medical Offices).
• Communicates approved messages, test results, and patient care information per guidelines.
• Provides directions to patients in order to get to medical facilities; provides information about our division to members; and gives instructions to members per protocol.
• Maintains confidentiality and integrity of all computer data, appointment data, and information concerning departmental functions.
• Facilitates making appointments for providers in TMC and Nurse Advice as requested.
• Assists existing members in their selection of personal care physicians (PCP) by phone calls, reads one biography per call when requested by member (simple linking).
• Updates the PCP Selection Tool for completion of personal care physician linkage in the designated system.
• Email providers biographies to members when requested.
• Performs other duties as assigned.

Basic Qualifications:

Experience

• Minimum of one (1) year of customer service experience, including six (6) months of telephone experience.
• Per the National Agreement, current KP Coalition employees have this experience requirement waived.

Education

• High School Diploma OR General Education Diploma (GED) required.

License, Certification, Registration

• N/A

Additional Requirements:

• Familiarity with personal computers and mainframe computers and their applications, including basic keyboarding skills.
• Demonstrated customer service skills, customer focus abilities and the ability to understand Kaiser Permanente customer needs.
• Previous experience prioritizing and organizing multiple tasks.

Preferred Qualifications:

• Successful completion of basic medical terminology course or experience using medical terminology preferred.

7:30a-6p M, 9a-1p Tu & W