Appointment Coordinator

4 weeks ago


Woodland Hills, California, United States Kaiser Permanente Full time
Job Summary:

This role provides high-level support to members by scheduling appointments, handling calls, and providing general information. The ideal candidate will possess excellent communication skills, a strong attention to detail, and the ability to work in a fast-paced environment.

Key Responsibilities:
  • Uphold Kaiser Permanente's policies and procedures, as well as applicable laws and regulations.
  • Operate in a high-volume call center environment, responding to incoming calls and providing assistance to members.
  • Determine the type of appointment requested or needed, review scheduling mixes, and make appointments using established guidelines.
  • Prioritize member needs and offer alternatives when necessary.
  • Utilize superior customer service skills to resolve difficult member encounters.
  • Use tact and diplomacy when handling challenging interactions with members.
  • Determine if calls are urgent or emergent, and transfer them to a Registered Nurse when appropriate.
  • Compose messages for physicians, Registered Nurses, or other medical staff based on member requests.
  • Respond to general questions in a courteous and professional manner, using online databases to provide information to members or other personnel.
  • Identify ways to improve service quality and recommend steps to implement these changes.
  • Perform clerical duties, including assigning primary care physicians, processing self-referral requests, and scheduling appointments.
  • Answer incoming calls, determine appointment availability, and schedule appointments.
  • Prioritize member needs and offer alternatives when necessary.
  • Determine if calls are urgent or emergent and refer to RNs as appropriate.
  • Compose messages to providers or other medical staff based on member requests.
  • Utilize databases to provide information to members and other callers.
  • Refer members to the eligibility department as necessary.
  • Notify members of appointment changes by telephone as directed.
  • Schedule, reschedule, and verify appointments.
  • Answer member inquiries.
  • Contact the appropriate department to obtain medical record numbers for new enrollees.
  • Assist in resolving problems related to duplicate medical record numbers.
  • Initiate change of physician requests.
  • Initiate change forms for corrected medical record numbers.
  • Verify and update member demographics.
  • Perform online inquiry functions.
  • Retrieve computerized data.
  • Record and maintain activity logs.
  • Perform routine maintenance on printers and copiers.
  • Recommend procedure changes.
  • Train and orient new or less experienced personnel.
  • Serve as a resource person to coworkers and assist in problem-solving.
  • Perform other activities and duties as directed.
  • Initiate telephone calls to physicians or other medical office staff when necessary to assist members.
Requirements:
  • One year of customer service experience in a service-related industry, preferably healthcare.
  • High school diploma or equivalent.
  • Effective telephone communication skills and excellent interpersonal skills.
  • Must obtain a passing score on the Customer Care Simulation assessment.
  • Must be able to effectively communicate, verbally and in writing, in English.
  • Must complete the Service Orientation Assessment.
  • As part of the applicant process, must take the Proofreading Assessment for non-KP employees only.
  • Bilingual (English/Spanish) Level I required.
Preferred Qualifications:
  • Previous call center experience.
  • Ability to type 40+wpm.


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