
Website Kaiser Permanente
Job Description:
This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information.
Job Responsibilities:
- Train and orient new or less experienced personnel.
- Recommend procedure changes.
- Clear paper jams and other routine maintenance of printers/copiers.
- Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.
- Notify members of appointment/scheduling changes by telephone as directed.
- Assume other activities and responsibilities from time to time as directed.
- Utilize databases to give information to members and other callers as requested.
- Serve as resource persons to co-workers and assist in problem solving.
- Schedule, reschedule and/or verify appointments.
- 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.
- Operates in a high volume, highly structured call center environment by responding to incoming calls.
- Prioritizes member needs and offers alternatives to members when appropriate.
- Refer members to eligibility department as appropriate.
- Compose messages to providers or other medical staff based on member requests.
- Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and them makes appointment utilizing appropriate guidelines.
- Prioritize member’s need and offer alternatives to member when appropriate.
- Determine if calls are urgent or emergent by listening to the member, following established guidelines, and then transferring the call to a RN when appropriate.
- Initiate telephone calls to physicians or other medical office staff when indicated to assist members.
- Determine type of appointment needed, determine appointment availability and schedule appointments.
- Perform other activities and duties as directed.
Job Requirements:
- Effective telephone communication skills and excellent interpersonal skills.
- High school diploma or equivalent
- Must be able to effectively communicate, verbally and in writing, in English.
- Two (2) years of customer service experience in a service related industry, preferably healthcare.
- Typing skills of 30 wpm.
Job Details:
Company: Kaiser Permanente
Vacancy Type: Full Time
Job Location: Bakersfield, CA, US
Application Deadline: N/A
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