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On-Call Appointment Clerk (Anaheim)

Company

Kaiser Permanente
Address , Anaheim, Ca
Employment type
Salary $25.30 - $28.03 an hour
Expires 2023-10-02
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:
  • Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
  • Uses tact and diplomacy in handling difficult interactions with members.
  • Perform on-line inquiry functions.
  • Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.
  • Assume other activities and responsibilities from time to time as directed.
  • Composes messages for physician/providers, Registered Nurses or other medical staff based on member requests.
  • Answer member inquiries.
  • Record and maintain activity logs.
  • Initiate telephone calls to physicians or other medical office staff when indicated to assist members.
  • Serve as resource persons to co-workers and assist in problem solving.
  • Operates in a high volume, highly structured call center environment by responding to incoming calls.
  • Perform other activities and duties as directed.
  • Notify members of appointment/scheduling changes by telephone as directed.
  • Refer members to eligibility department as appropriate.
  • Prioritizes member needs and offers alternatives to members when appropriate.
  • Initiate change of physician 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.
  • Perform data retrieval of computerized data.
  • Compose messages to providers or other medical staff based on member requests.
  • 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.
  • Contact appropriate department to obtain medical record numbers of new enrollees.
  • Prioritize member's need and offer alternatives to member when appropriate.
  • Recommend procedure changes.
  • Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and them makes appointment utilizing appropriate guidelines.
  • Train and orient new or less experienced personnel.
  • Utilize databases to give information to members and other callers as requested.
  • 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.
  • Assist in resolving problems related to duplicate medical record numbers.
  • Answer incoming calls.
  • Determine type of appointment needed, determine appointment availability and schedule appointments.
  • Initiate change forms for corrected medical record numbers.
  • Schedule, reschedule and/or verify appointments.
  • Verify and update member demographics.
  • Determine if calls are urgent or emergent and refer to RNs as appropriate following established guidelines.
  • Principle Job Duties and Skills:
  • Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.
  • Clear paper jams and other routine maintenance of printers/copiers.


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:

  • Open 365 days a year. Working weekends and holidays.

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

PrimaryLocation : California,Anaheim,Miraloma Call Center
HoursPerWeek : 1
Shift : Day
Workdays : Mon, Tue, Wed, Thu, Fri, Sat, Sun
WorkingHoursStart : 07:00 AM
WorkingHoursEnd : 07:00 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 : Orange Co. Apptmnt Call Center - Appointment Services-Same Day - 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.