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Appointment Center Service Representative
2 months ago
We are seeking a highly skilled and detail-oriented Appointment Center Service Representative to join our team at Kaiser Permanente. As a key member of our Appointment Services team, you will be responsible for providing exceptional customer service to our members, scheduling appointments, and ensuring seamless communication between departments.
Key Responsibilities- Provide high-level member assistance by scheduling appointments, transferring calls, and composing messages.
- Operate in a high-volume, high-structured Appointment Center environment, responding to incoming calls and prioritizing member needs.
- Use guidelines and protocols to best meet member needs, determining the type of appointment requested or needed and making appointments accordingly.
- Prioritize member needs and offer alternatives when appropriate, utilizing superior customer service skills to provide service to members.
- Transfer calls to the appropriate department for immediate resolution, using tact and diplomacy in handling difficult interactions with members.
- Compose messages for physicians, registered nurses, and other medical staff based on member requests, responding in a courteous and professional manner to general questions.
- Identify ways to improve quality of service to members and recommend steps to accomplish these changes, performing clerical duties as needed.
- Two or more years of customer service experience, or one year of personal computer experience, or successful completion of the Call Center Simulation Test.
- High school graduate or equivalent.
- Must be able to read and write English and demonstrate knowledge of medical terminology.
This is a variable shift position, working in a high-volume, high-structured Appointment Center environment. The ideal candidate will be able to work in a fast-paced environment, prioritize tasks, and provide exceptional customer service to our members.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. We welcome applications from qualified candidates who share our commitment to excellence and our values of compassion, integrity, and respect.
