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Appointment Clerk Jobs

Company

Kaiser Permanente
Address , Panorama City, 91402, Ca
Employment type
Salary $25.30 - $28.03 an hour
Expires 2023-10-04
Posted at 9 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:
  • Composes messages for physician/providers, Registered Nurses or other medical staff based on member requests.
  • Assist in resolving problems related to duplicate medical record numbers.
  • Principle Job Duties and Skills:
  • Clear paper jams and other routine maintenance of printers/copiers.
  • Serve as resource persons to co-workers and assist in problem solving.
  • 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.
  • Determine if calls are urgent or emergent and refer to RNs as appropriate following established guidelines.
  • 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.
  • Initiate change forms for corrected medical record numbers.
  • Initiate telephone calls to physicians or other medical office staff when indicated to assist members.
  • Recommend procedure changes.
  • Prioritize member's need and offer alternatives to member when appropriate.
  • Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and them makes appointment utilizing appropriate guidelines.
  • Notify members of appointment/scheduling changes by telephone as directed.
  • Refer members to eligibility department as appropriate.
  • Uses tact and diplomacy in handling difficult interactions with members.
  • Perform other activities and duties as directed.
  • Verify and update member demographics.
  • Initiate change of physician requests.
  • Must perform all of the above duties while meeting established standard of performance for quality and productivity.
  • Perform data retrieval of computerized data.
  • Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.
  • Determine type of appointment needed, determine appointment availability and schedule appointments.
  • Perform on-line inquiry functions.
  • Record and maintain activity logs.
  • Prioritizes member needs and offers alternatives to members when appropriate.
  • Schedule, reschedule and/or verify appointments.
  • Assume other activities and responsibilities from time to time as directed.
  • Operates in a high volume, highly structured call center environment by responding to incoming calls.
  • Utilize databases to give information to members and other callers as requested.
  • Answer incoming calls.
  • Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.
  • Contact appropriate department to obtain medical record numbers of new enrollees.
  • 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.
  • Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
  • Answer member inquiries.
  • Train and orient new or less experienced personnel.

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:
  • 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.
  • Effective telephone communication skills and excellent interpersonal skills.
  • Must obtain passing score on Customer Care Simulation assessment.
  • As part of applicant process, must take Proofreading Assessment for non KP employees only.
  • Must complete Service Orientation Assessment.

Preferred Qualifications:
  • N/A


Notes:


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

PrimaryLocation : California,Panorama City,Panorama City Medical Offices 3
HoursPerWeek : 1
Shift : Day
Workdays : Mon, Tue, Wed, Thu, Fri, Sat
WorkingHoursStart : 07:30 AM
WorkingHoursEnd : 06:00 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 : Panorama City MOB #3 - Appointment Services - 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.