Appointment Coordinator

2 days ago


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

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.
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.
  • 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.
Preferred Qualifications:
  • Previous call center experience.
  • Ability to type 40+ wpm.
About Kaiser Permanente:

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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