Appointment Center Service Representative Onsite El Cajon - 10:30am to 7:00pm

$50,794 - $59,384/Yr

Kaiser Permanente - El Cajon, CA

Full-time - Entry Level

Remote - El Cajon, CA

5,001-10,000 employees

Ambulatory Health Care Services

About the position

The Appointment Center Service Representative plays a crucial role in providing high-level assistance to members by scheduling appointments, transferring calls, and offering general information in a fast-paced environment. This position requires excellent customer service skills and the ability to handle difficult interactions with tact and diplomacy while adhering to established guidelines and protocols.

Responsibilities

• Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities, and applicable laws.
• Operates in a high volume, structured Appointment Center environment by responding to incoming calls.
• Works in a personal computer environment with multiple departments.
• Uses guidelines and protocols to meet member needs effectively.
• Determines the type of appointment requested and schedules accordingly.
• Prioritizes member needs and offers alternatives when appropriate.
• Utilizes superior customer service skills to diffuse difficult member encounters.
• Handles urgent or emergent calls by transferring them to the appropriate department.
• Composes messages for medical staff based on member requests.
• Responds courteously to general questions using online databases.
• Identifies ways to improve service quality and recommends changes.
• Performs clerical duties such as assigning primary care physicians and booking appointments.

Requirements

• Two or more years of customer service experience or personal computer experience.
• Successful completion of the Call Center Simulation Test.
• High school graduate or equivalent.
• Must be able to read and write English.
• Demonstrated knowledge of medical terminology.

Benefits

• Competitive compensation
• Comprehensive medical coverage
• Retirement plans
• Wellness programs
• Professional development opportunities