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Appointment Scheduling Specialist

2 months ago

Fontana, United States Kaiser Permanente Full time
Job Overview:

This role is essential in delivering exceptional member support as the primary point of contact, efficiently managing appointment scheduling through intricate systems, directing calls appropriately, crafting messages, and providing general assistance.

Key Responsibilities:
  • Functions in a fast-paced, structured environment by addressing incoming calls, applying analytical skills to complex protocols, and utilizing various call center systems.
  • Identifies the type of appointment requested, assesses the scheduling availability of different healthcare providers, and proceeds to book appointments in accordance with established procedures.
  • Evaluates member needs and presents alternative options when suitable.
  • Employs outstanding customer service abilities to assist members, particularly in challenging situations.
  • Handles difficult interactions with members with sensitivity and professionalism.
  • Assesses the urgency of calls by listening to members and adhering to established protocols, transferring calls to a Registered Nurse when necessary.
  • Drafts messages for healthcare providers, Registered Nurses, or other medical personnel based on member inquiries.
  • Responds courteously and professionally to general inquiries, utilizing online resources to provide information to members and other staff.
  • Identifies opportunities to enhance service quality for members and suggests actionable improvements.
  • Meets established performance standards for quality and productivity while executing all responsibilities.
  • Completes additional clerical tasks as assigned.
  • Promotes and enhances customer service for both internal and external clients by demonstrating skills aligned with the organization's commitment to exceptional customer relations and service quality.
  • Undertakes other related duties as necessary.
Basic Qualifications:
Experience
  • Minimum of one (1) year of customer service experience in a service-oriented field, preferably in healthcare.
Education
  • High school diploma or General Education Development (GED) equivalent.
License, Certification, Registration
  • N/A
Additional Requirements:
  • Completion of all assessments must occur by the end of the posting period.
  • All internal transfer candidates and external applicants for the Customer Service Representative role are required to successfully complete the job-related assessment.
Preferred Qualifications:
  • N/A
Primary Location: California
Scheduled Weekly Hours: 20
Shift: Variable
Workdays: Various
Job Schedule: On-Call
Job Type: Standard
Employee Status: Regular
Job Level: Entry Level
Department: Appointment Services
Pay Range: $27.19 / hour
Travel: No
On-site: Work location is on-site. At Kaiser Permanente, we are committed to equity, inclusion, and diversity, recognizing that a diverse workforce enhances our ability to provide quality healthcare and support our communities.

Kaiser Permanente is an equal opportunity employer dedicated to fostering a diverse and inclusive workforce. All applicants will be considered for employment without regard to race, color, religion, sex, age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, or any other protected status.