Medical Appointment Center Specialist

Kaiser Permanente; El Cajon (CA); On-site; USD 40,000 - 45,000; Full time

Job summary

Kaiser Permanente in California is seeking an Appointment Center Associate to provide high level member assistance by scheduling various appointments, transferring calls, composing messages and offering general information. The role operates in a high-volume, structured appointment center environment, using multiple departments and online databases to meet member needs with courteous service.

Responsibilities include scheduling, coordinating with physicians, and handling follow-up communications

Qualifications

• Two or more of the following: One year of customer service experience. One year of personal computer experience.
• Successful completion of the Call Center Simulation Test
• Proofreading Assessment for non KP employees only.
• Per the National Agreement, current KP Coalition employees have this experience requirement waived.

Responsibilities

• Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable laws.
• Operates in a high volume, high structured Appointment Center environment by responding to calls.
• Works in a PC environment with multiple departments.
• Uses guidelines and protocols for multiple departments to meet member needs.
• Determines appointment type and schedules with appropriate guidelines.
• Prioritizes member needs and offers alternatives when appropriate.
• Delivers excellent customer service and diffuses difficult member encounters.
• Transfers urgent calls and composes messages for physicians/providers and staff.
• Responds courteously using online databases to provide information.
• Seeks quality improvements and efficiency in service delivery.
• Performs clerical duties like assigning PCPs and booking/canceling appointments.

Skills

Customer service

Computer literacy

Education

High school diploma or equivalent

Job description

Kaiser Permanente in California is seeking an Appointment Center Associate to provide high level member assistance by scheduling various appointments, transferring calls, composing messages and offering general information. The role operates in a high-volume, structured appointment center environment, using multiple departments and online databases to meet member needs with courteous service.

Responsibilities include scheduling, coordinating with physicians, and handling follow-up communications