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Appointment Clerk Jobs

Company

Kaiser Permanente
Address , Ventura, 93003, Ca
Employment type
Salary $25.30 - $28.03 an hour
Expires 2023-07-12
Posted at 1 year 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:
  • Assume other activities and responsibilities from time to time as directed.
  • Determine type of appointment needed, determine appointment availability and schedule appointments.
  • Prioritizes member needs and offers alternatives to members when appropriate.
  • Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and them makes appointment utilizing appropriate guidelines.
  • Answer member inquiries.
  • Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
  • Perform other activities and duties as directed.
  • Verify and update member demographics.
  • Compose messages to providers or other medical staff based on member requests.
  • Notify members of appointment/scheduling changes by telephone as directed.
  • Clear paper jams and other routine maintenance of printers/copiers.
  • Refer members to eligibility department as appropriate.
  • Utilize databases to give information to members and other callers as requested.
  • Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.
  • Perform data retrieval of computerized data.
  • Composes messages for physician/providers, Registered Nurses or other medical staff based on member requests.
  • Principle Job Duties and Skills:
  • 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.
  • Operates in a high volume, highly structured call center environment by responding to incoming calls.
  • Train and orient new or less experienced personnel.
  • Initiate change forms for corrected medical record numbers.
  • Initiate telephone calls to physicians or other medical office staff when indicated to assist members.
  • Uses tact and diplomacy in handling difficult interactions with members.
  • Initiate change of physician requests.
  • Answer incoming calls.
  • Perform on-line inquiry functions.
  • Assist in resolving problems related to duplicate medical record numbers.
  • Must perform all of the above duties while meeting established standard of performance for quality and productivity.
  • Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.
  • Record and maintain activity logs.
  • Contact appropriate department to obtain medical record numbers of new enrollees.
  • 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.
  • Schedule, reschedule and/or verify appointments.
  • Serve as resource persons to co-workers and assist in problem solving.
  • Recommend procedure 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.


Internal Bidding Period: 4/20/2023 to 4/26/2023
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:
  • N/A


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

  • Prefer previous Call Center Experience.

  • Prefer that candidate is able to type 40+ wpm.

  • This is not a remote position

PrimaryLocation : California,Ventura,Ventura Medical Offices
HoursPerWeek : 1
Shift : Day
Workdays : Mon, Tue, Wed, Thu, Fri
WorkingHoursStart : 08:30 AM
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 : VENTURA 1000 S HILL ROAD MOB - 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.