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
Click
here to apply!
|