Appointment Scheduling Coordinator

4 weeks ago


Fontana CA USA, United States Kaiser Permanente Full time
Job Summary

This role provides high-level support to members as the first point of contact, handling complex appointment scheduling, transferring calls, composing messages, and providing general information.

Key Responsibilities
  • Operate in a high-volume, structured environment, responding to incoming calls, applying critical thinking to complex guidelines, and utilizing multiple call center systems.
  • Determine the type of appointment requested or needed, review scheduling mixes, and make appointments following established guidelines.
  • Prioritize member needs, offer alternatives when necessary, and utilize superior customer service skills to resolve difficult member encounters.
  • Transfer calls to Registered Nurses when urgent or emergent, compose messages for physicians/providers, and respond to general questions using online databases.
  • Identify ways to improve quality of service and recommend steps to achieve these changes.
Requirements
  • One year of customer service experience in a service-related industry, preferably healthcare.
  • High school graduate or General Education Development (GED) equivalent.
  • Ability to pass a background check/drug screen and meet Kaiser Permanente's hiring requirements.
About Kaiser Permanente

Kaiser Permanente is a leading healthcare organization committed to providing high-quality, patient-centered care. As a member of our team, you will have the opportunity to make a meaningful impact on the lives of our members and contribute to our mission of improving the health of our communities.



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