Kaiser Permanente Careers – 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:

• 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.
• Assist in resolving problems related to duplicate medical record numbers.
• Composes messages for physician/providers, RN’s or other medical staff based on member requests.
• Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.
• Operates in a high volume, highly structured call center environment by responding to incoming calls.
• 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.
• 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.
• Serve as resource persons to co-workers and assist in problem solving.
• Train and orient new or less experienced personnel.
• Perform data retrieval of computerized data.
• Perform on-line inquiry functions.
• Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and them makes appointment utilizing appropriate guidelines.
• 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.
• Recommend procedure changes.
• Prioritizes member needs and offers alternatives to members when appropriate.
• Verify and update member demographics.
• Initiate change forms for corrected medical record numbers.
• Record and maintain activity logs.
• Perform other activities and duties as directed.
• Initiate change of physician requests.

Job Requirements:

• Two (2) years of customer service experience in a service related industry, preferably healthcare.
• Must be able to effectively communicate, verbally and in writing, in English.
• Typing skills of 30 wpm.
• Effective telephone communication skills and excellent interpersonal skills.
• High school diploma or equivalent

Job Details:

Company:  Kaiser Permanente

Vacancy Type:  Full Time

Job Location: Bakersfield, CA, US

Application Deadline: N/A

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