Appointment Coordinator
2 days ago
This role provides high-level support to members by scheduling appointments, transferring calls, composing messages, and providing general information. The ideal candidate will have excellent communication skills, a strong ability to multitask, and a passion for delivering exceptional customer service.
Key Responsibilities:- Uphold Kaiser Permanente's policies and procedures, as well as applicable state, federal, and local laws.
- Operate in a high-volume, structured call center environment, responding to incoming calls and determining the type of appointment requested or needed.
- Prioritize member needs and offer alternatives when appropriate.
- Utilize superior customer service skills to diffuse difficult member encounters.
- 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 quality of service and recommend steps to accomplish these changes.
- Perform clerical duties, including assigning new members to primary care physicians, processing self-referral requests, and scheduling appointments.
- 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.
- Ability to obtain a passing score on the Customer Care Simulation assessment.
- Must be able to communicate verbally and in writing in English.
- Bilingual (English/Spanish) Level I required.
- Previous call center experience.
- Ability to type 40+ wpm.
Kaiser Permanente is a leading healthcare organization dedicated to providing high-quality, patient-centered care to our members. We are committed to making a positive impact in the communities we serve.
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