Appointments Clerk G4

1 month ago

San Jose, United States Kaiser Permanente Full time
Description: Job 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, highly structured call center environment by responding to incoming calls.
  • Determines the type of appointment requested or needed and them 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.
  • Determine 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.
Principle Job Duties and Skills:
  • Answer incoming calls.
  • Determine type of appointment needed, determine appointment availability and schedule appointments.
  • Prioritize member's need and offer alternatives to member 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.
  • 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.
  • Answer member inquiries.
  • Work with department specific computer and software and perform department specific task.
  • Clear paper jams and other routine maintenance of printers/copiers.
  • 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.
  • Organize and prioritize duties to meet work demands.
Grade 04
Qualifications

Minimum Qualifications:
  • High School Diploma or General Education Development (GED)
Basic Qualifications:
  • Two (2) year work experience
Additional Requirements:
  • Strong math and composition skills
  • Ability to use networked computer (email, KP intranet, internet). Must pass basic PC skills test
  • Specialized knowledge for the department as applicable.
  • Ability to identify, analyze and solve problems
  • Ability to work accurately with a high volume of work in a fast-paced setting.
  • Demonstrate professional conduct to include dealing courteously, tactfully, and patiently with members, physicians, coworkers, and clients.
  • Strong oral and written communication skills.
  • Ability to apply knowledge of department policies and procedures, and utilize an understanding of other departments' functions
  • Must pass medical terminology test when applicable
  • Must be willing to work in a Labor/Management Partnership environment.


Primary Location: California,San Jose,San Jose Building 3
Scheduled Weekly Hours: 1
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:30 AM
Working Hours End: 05:00 PM
Job Schedule: Call-in/On-Call
Job Type: Standard
Worker Location: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: A01|SEIU|United Healthcare Workers West
Job Level: Entry Level
Department: San Jose Hospital - Electrocardiography - 0206
Pay Range: $34.25 - $36.04 / hour The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted.
Travel: No
On-site: Work location is on-site (KP designated office, medical office building or hospital). Worker location must align with Kaiser Permanente's Authorized States policy. At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.

Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest

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