Appointment Coordinator
4 weeks ago
Job Summary: We are seeking a highly skilled Appointment Clerk to provide exceptional member assistance in a fast-paced call center environment. As a key member of our team, you will be responsible for scheduling appointments, transferring calls, composing messages, and providing general information to our members.
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 and determining the type of appointment requested or needed.
- Prioritize member needs and offer alternatives to members when appropriate.
- Utilize superior customer service skills to provide service to members and diffuse difficult member encounters.
- Determine if calls are urgent or emergent by listening to the member, following established guidelines, and 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 members or other personnel calling the center.
- Identify ways to improve quality of service to members and recommend steps to accomplish these changes.
- Perform clerical duties, including assigning new members a primary care physician, processing self-referral requests, calling patients to book appointments for specialty appointments, and canceling and rescheduling appointments.
Requirements:
- One (1) 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.
Additional Information: This is an on-call position, and days and hours may vary. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state, and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.
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