Appointment Clerk ( Various Shifts)

Company: Kaiser
Location: Anaheim
Posted on: January 18, 2023

Job Description:

Various Shifts: -7:30AM - 4:00PM8:00AM - 4:30PM8:30AM - 5:00PM9:00AM - 5:30PM9:30AM - 6:00PM -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.--- Operates in a high volume, highly structured call center environment by responding to incoming calls.--- Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and them makes appointment utilizing appropriate guidelines.--- Prioritizes member needs and offers alternatives to members when appropriate.--- Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.--- Uses 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.--- Composes messages for physician/providers, Registered Nurses or other medical staff based on member requests.--- Responds in a courteous and professional manner to general questions, using on-line databases to provide information to any member or other personnel calling the center.--- Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.--- Must perform all of the above duties while meeting established standard of performance for quality and productivity.--- Performs clerical duties which may include assigning new members a primary care physician, processing self-referral requests, calling patients and booking appointment for specialty appointments, calling members to cancel and reschedule appointments.--- Principle Job Duties and Skills:--- Answer incoming calls.--- Determine type of appointment needed, determine appointment availability and schedule appointments.--- Prioritize member's need and offer alternatives to member 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 give information to members and other callers as requested.--- Refer members to eligibility department as appropriate.--- Notify members of appointment/scheduling changes by telephone as directed.--- Schedule, reschedule and/or verify appointments.--- Answer member inquiries.--- Contact 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 on-line 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 resource persons to co-workers 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.Pay Grade: 13 -Basic Qualifications:Experience--- One (1) year of customer service experience in a service related industry, preferably healthcare.Education--- High school diploma or equivalent.License, Certification, Registration--- N/A. -Additional Requirements:--- Effective telephone communication skills and excellent interpersonal skills.--- Must obtain passing score on Customer Care Simulation assessment.--- The Customer Care Simulation assessment score must be current within one (1) year (contact Local HR Office for testing).--- Must be able to effectively communicate, verbally and in writing, in English.--- Must complete Service Orientation Assessment.--- As part of applicant process, must take Proofreading Assessment for non KP employees only. -Notes:--- Working rotating weekends and holidaysJob Schedule: Job Category: Administrative & Support Services

Keywords: Kaiser, Anaheim , Appointment Clerk ( Various Shifts), Other , Anaheim, California