Member Appointment Concierge

Kaiser Permanente; El Cajon (CA); On-site; USD 41,000 - 48,000; Part time

Job summary

Kaiser Permanente in El Cajon, CA is hiring for a part-time Appointment Center role. You will schedule various appointments, transfer calls, compose messages, and provide general information to members.

The position emphasizes high-volume call handling and professional, courteous service in a multi-department setting. The role requires basic English literacy, medical terminology knowledge, and the ability to work in a structured environment.

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.
• As part of applicant process, must take 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 Appointment Center by responding to incoming calls.
• Works in a PC-based environment with multiple departments.
• Uses guidelines and protocols to meet member needs.
• Determines appointment type, reviews provider schedules, and schedules accordingly.
• Prioritizes member needs and offers alternatives.
• Delivers superior customer service and handles difficult interactions professionally.
• Assesses urgency and transfers calls to appropriate departments.
• Composes messages for physicians/providers and other medical staff.
• Responds politely to questions using online databases.
• Identifies ways to improve service quality and proposes changes.
• Performs required duties while meeting quality and productivity standards.
• Performs clerical duties like assigning primary care physicians and booking or rescheduling appointments.

Skills

Customer service

PC skills

Medical terminology

Education

High school diploma or equivalent

Job description

Kaiser Permanente in El Cajon, CA is hiring for a part-time Appointment Center role. You will schedule various appointments, transfer calls, compose messages, and provide general information to members.

The position emphasizes high-volume call handling and professional, courteous service in a multi-department setting. The role requires basic English literacy, medical terminology knowledge, and the ability to work in a structured environment.