Appointment Clerk
4 weeks ago
This position provides high-level member assistance by scheduling various appointments, transferring calls, composing messages, and providing general information. The ideal candidate will have excellent communication skills and be able to work in a fast-paced environment.
Key Responsibilities:
- Uphold Kaiser Permanente's policies and procedures, principles of responsibilities, and applicable state, federal, and local laws.
- Operate in a high-volume, highly structured call center environment by responding to incoming calls.
- Determine the type of appointment requested or needed, review scheduling mix of various physicians/providers, and make appointments utilizing 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, following established guidelines, and then transferring 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 used to accomplish these changes.
- Perform clerical duties, which may include assigning new members a primary care physician, processing self-referral requests, calling patients and booking appointments for specialty appointments, calling members to cancel and reschedule appointments.
- Answer incoming calls.
- Determine the type of appointment needed, determine appointment availability, and schedule appointments.
- Prioritize member needs and offer alternatives to members when appropriate.
- Determine if calls are urgent or emergent and refer to RNs as appropriate, following established guidelines.
- Compose messages to providers or other medical staff based on member requests.
- Utilize databases to provide information to members and other callers as requested.
- Refer members to the eligibility department as appropriate.
- Notify members of appointment/scheduling changes by telephone as directed.
- Schedule, reschedule, and/or verify appointments.
- Answer member inquiries.
- Contact the appropriate department to obtain medical record numbers of new enrollees.
- Assist in resolving problems related to duplicate medical record numbers.
- Initiate change of physician requests.
- Initiate change forms for corrected medical record numbers.
- Verify and update member demographics.
- Perform online inquiry functions.
- Perform data retrieval of computerized data.
- Record and maintain activity logs.
- Clear paper jams and other routine maintenance of printers/copiers.
- Recommend procedure changes.
- Train and orient new or less experienced personnel.
- Serve as a resource person to coworkers and assist in problem-solving.
- Perform other activities and duties as directed.
- Initiate telephone calls to physicians or other medical office staff when indicated to assist members.
- Assume other activities and responsibilities from time to time as directed.
- 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.
- Must obtain a passing score on the Customer Care Simulation assessment.
- Must be able to effectively communicate, verbally and in writing, in English.
- Must complete the Service Orientation Assessment.
- As part of the applicant process, must take the Proofreading Assessment for non-KP employees only.
This position is based in Orange County, California, and requires working rotating weekends and holidays. The work schedule is 20 hours per week, with the option to work up to 40 hours based on business needs.
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Anaheim, United States Kaiser Permanente Full timeDescription:This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information. Essential Functions:- Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws. -...
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Anaheim, United States Kaiser Permanente Full timeDescription:This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information. Essential Functions:- Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws. -...
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Anaheim, United States Kaiser Permanente Full timeDescription:This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information. Essential Functions:- Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws. -...
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