Kp Jobs in Bakersfield – Appointment Clerk

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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