What are the responsibilities and job description for the Appointment Clerk position at Kaiser Permanente?
Job Summary:
This position provides high-level member assistance as first critical contact by appropriately scheduling appointments through complex appointment making applications, transferring calls appropriately, composing messages and providing general information.
Essential Responsibilities:
- Operates in a high volume, highly structured environment by responding to incoming calls, applying critical thinking to complex guidelines, and using multiple call center specific systems.
- Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment following appropriate guidelines.
- Prioritizes member needs and offers alternatives to members when appropriate.
- Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.
- Uses tact and diplomacy in handling difficult interactions with members.
- Determines if calls are urgent or emergent by listening to the member, and following established guidelines, and then transferring the call to a Registered Nurse when appropriate.
- Composes messages for physician/providers, Registered Nurses or other medical staff based on members 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.
- Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.
- Must perform all of the above duties while meeting established standards of performance for quality and productivity.
- Performs other clerical duties as assigned.
- Promotes, ensures, and improves customer service to internal/external customers by demonstrating skills which are consistent with the organizations philosophy of providing extraordinary customer relations and quality service.
- Performs other related duties as required.
Qualifications:
Basic Qualifications:
Experience
- One (1) year customer service experience in a service related industry, preferably healthcare.
Education
- High school graduate or General Education Development (GED) equivalent.
License, Certification, Registration
- N/A
Additional Requirements:
- All testing must be completed by the end of the posting period.
- All internal transfer applicants and all external applicants for the Customer Service Representative position are required to pass the job related assessment.
Preferred Qualifications:
- N/A.
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