Coordinator, Specialty Appointment

Under direct supervision, this position is responsible for providing high quality telephone service to Kaiser Permanente members via the automated call distribution system.  The incumbent will answer patients phone call, assist them in obtaining medical services.  This is accomplished by scheduling the member for a physician visit, which can be a face to face or phone encounter. The associate will follow established policies and procedures, for transferring callers to the appropriate department based on the nature of the call.  Ensures the efficient and courteous processing of patients inquiries.  Gives instructions as needed to patients regarding preparation for procedures and provides member information as needed to practitioners.  Matches appointment requests with referrals and schedules appropriately.  The call will be conducted in a prompt, professional, concise, courteous, standardized and accurate manner to ensure the member receives customer-focused telephone service.

• Utilizes established guidelines to schedule appointments for specialty departments by telephone, email, mail and fax. Responds to member questions and concerns, and acts as an advocate for their service, needs, and interests within Kaiser Permanente, resolving issues at the lowest possible level.  Utilize Healthconnect to access member information and support scheduling functions. Provides patients with information/instructions about appointments and procedures. Educates members on proper use of Health Plan systems and facilities.




• Responds to member questions and concerns, and acts as an advocate for their service, needs, and interests within Kaiser Permanente, resolving issues at the lowest possible level.


• Train or orient new or less experienced staff.  Works with leadership and stakeholders as a Subject Matter Expert to improve Specialty training, development and implementation of guidelines/policies and workflows to improve the member experience.


• Collect cumulative data and statistics and enters data into automated systems. Participates in special projects, studies, or other activities from time to time, as directed.  Proactively identify ways Kaiser Permanente could improve customer service; work in collaboration with other Kaiser Permanente department.

Qualifications:

• Two (2) years experience in a customer service environment which included data entry and high volume phone duties. One (1) of these years in healthcare. In lieu of two (2) years experience, six months experience as a Service Associate with Kaiser Permanente Contact Center.

• High School Diploma or General Education Development (GED) required.

• N/A

• Working knowledge of PC
• Ability to communicate effectively and courteously on the phone
• Ability to effectively interact and negotiate with diverse work units at all organizational levels
• Ability to handle multiple tasks simultaneously.
• Demonstrated analytical and problem - solving skills
• Complete a Customer Service Assessment

• Knowledge of medical terminology.
• Certificate in Medical Terminology
• Specilaty appointment scheduling experience
• One to two years call center environment
• Customer service aptitude demonstrated through Customer Service Assessment.

Salary : $20 - $23