Kaiser Permanente
On- Call Appointment Clerk (Variable Shifts)
This job is now closed
Job Description
- Req#: 1238567
- 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 member's 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 organization's philosophy of providing extraordinary customer relations and quality service.
- Performs other related duties as required.
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:About the company
Providing high-quality, affordable health care services and improving the health of our members and the communities we serve.
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