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Appointment Clerk Jobs

Company

Kaiser Permanente
Address , Los Angeles, Ca
Employment type
Salary $25.30 - $28.03 an hour
Expires 2023-07-18
Posted at 11 months ago
Job Description
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.
  • Prioritizes member needs and offers alternatives to members when appropriate.
  • Principle Job Duties and Skills:
  • Answer incoming calls.
  • Initiate telephone calls to physicians or other medical office staff when indicated to assist members.
  • Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and them makes appointment utilizing appropriate guidelines.
  • Verify and update member demographics.
  • Serve as resource persons to co-workers and assist in problem solving.
  • Notify members of appointment/scheduling changes by telephone as directed.
  • Operates in a high volume, highly structured call center environment by responding to incoming calls.
  • Recommend procedure changes.
  • 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.
  • Compose messages to providers or other medical staff based on member requests.
  • Assume other activities and responsibilities from time to time as directed.
  • Perform data retrieval of computerized data.
  • Clear paper jams and other routine maintenance of printers/copiers.
  • Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.
  • Prioritize member's need and offer alternatives to member when appropriate.
  • 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.
  • Perform on-line inquiry functions.
  • Initiate change forms for corrected medical record numbers.
  • Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.
  • Assist in resolving problems related to duplicate medical record numbers.
  • Schedule, reschedule and/or verify appointments.
  • Contact appropriate department to obtain medical record numbers of new enrollees.
  • Initiate change of physician requests.
  • Utilize databases to give information to members and other callers as requested.
  • Uses tact and diplomacy in handling difficult interactions with members.
  • Refer members to eligibility department as appropriate.
  • Must perform all of the above duties while meeting established standard of performance for quality and productivity.
  • 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.
  • Perform other activities and duties as directed.
  • Composes messages for physician/providers, Registered Nurses or other medical staff based on member requests.
  • Determine if calls are urgent or emergent and refer to RNs as appropriate following established guidelines.
  • Determine type of appointment needed, determine appointment availability and schedule appointments.
  • Answer member inquiries.
  • Train and orient new or less experienced personnel.
  • Record and maintain activity logs.


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.

Preferred Qualifications:
  • Preferred Spanish Speaking.


Notes:
  • This Per Diem is 1 of 2, they are to cover long term MLOA and Vacations.

  • This is back-fill only.

  • This is an on-call position, days and hours may vary.

PrimaryLocation : California,Los Angeles,1526 N. Edgemont Medical Offices
HoursPerWeek : 1
Shift : Day
Workdays : Mon, Tue, Wed, Thu, Fri
WorkingHoursStart : 08:30 PM
WorkingHoursEnd : 05:00 PM
Job Schedule : Call-in/On-Call
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : B01|SEIU|Local 399
Job Level : Entry Level
Job Category : Administrative & Support Services
Department : 1526 Edgemont MOB - Cardiology-Reg Clinic - 0806
Travel : No
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.