Description
This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages and providing general information.
Essential Functions:
- Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
- Operates in a high volume, high structured Appointment Center environment by constantly responding to incoming calls.
- Works in a personal computer environment with multiple departments.
- Uses guidelines and protocols for multiple departments to best meet member needs.
- Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment 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 the appropriate department for immediate resolution.
- Composes messages for physicians/providers, registered nurses and 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 standards of performance for quality and productivity.
- Performs clerical duties which may include assigning new members a primary care physician, calling patients and booking appointments for specialty appointments, calling members to cancel and reschedule appointments.
- Assume other activities and responsibilities from time to time as directed.
Basic Qualifications:
Experience
• Two or more of the following: One (1) year of customer service experience. One (1) 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.
Education
• High school graduate or equivalent.
License, Certification, Registration
• N/A
Additional Requirements:
• Must be able to read and write English.
• Demonstrated knowledge of medical terminology.
• Bilingual (English/Spanish) Level I required.
Preferred Qualifications:
• N/A
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Notes:
- Must successfully pass or have passed the bilingual test (within the last 12 months), or be active in the QBS program.
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