Fontana Appointment Clerk
4 weeks ago
This position provides high-level member assistance as the first critical contact by appropriately scheduling appointments through complex appointment making applications, transferring calls, composing messages, and providing general information. The ideal candidate will have excellent customer service skills and be able to work in a high-volume, highly structured environment.
Key Responsibilities:
- Operate in a fast-paced environment by responding to incoming calls, applying critical thinking to complex guidelines, and using multiple call center specific systems.
- Determine the type of appointment requested or needed, review scheduling mix of various physicians/providers, and make appointments following appropriate guidelines.
- Prioritize member needs and offer alternatives to members when appropriate.
- Utilize superior customer service skills to provide service to members when diffusing difficult member encounters.
- Use tact and diplomacy in handling difficult interactions with members.
- Determine if calls are urgent or emergent by listening to the member, and follow established guidelines, and then transfer the call to a Registered Nurse when appropriate.
- Compose messages for physician/providers, Registered Nurses, or other medical staff based on member requests.
- Respond in a courteous and professional manner to general questions, using online databases to provide information to any member or other personnel calling the center.
- Identify ways to improve quality of service to members and recommend steps to accomplish these changes.
- Meet established standards of performance for quality and productivity.
Experience: One (1) year customer service experience in a service-related industry, preferably healthcare. Education: High school graduate or General Education Development (GED) equivalent. Bilingual (English/Spanish) Level I required.
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Fontana-On Call Appointment Clerk
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Fontana, United States Kaiser Permanente Full timeDescription: Job Summary: This position provides high-level member assistance as first critical contact by appropriately scheduling appointments through complex appointment making applications, transferring calls appropriately, composing messages and providing general information. Essential Responsibilities: Operates in a high volume, highly structured...
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On Call Appointment Clerk
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Fontana, United States Kaiser Permanente Full timeDescription: Job Summary: This position provides high-level member assistance as first critical contact by appropriately scheduling appointments through complex appointment making applications, transferring calls appropriately, composing messages and providing general information. Essential Responsibilities: Operates in a high volume, highly structured...
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