Appointment Clerk

Kaiser Permanente • Woodland Hills, CA

345d

About The Position

This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information. The role operates in a high volume, highly structured call center environment, responding to incoming calls and determining the type of appointment requested or needed. It requires the ability to prioritize member needs and offer alternatives when appropriate, utilizing superior customer service skills to diffuse difficult encounters. The position also involves clerical duties such as processing self-referral requests, booking specialty appointments, and maintaining member records.

Responsibilities

• Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
• Operates in a high volume, highly structured call center environment by responding to incoming calls.
• Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and makes appointments utilizing 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, 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 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.
• 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.
• Answers incoming calls and determines type of appointment needed, appointment availability, and schedules appointments.
• Notifies members of appointment/scheduling changes by telephone as directed.
• Schedules, reschedules and/or verifies appointments.
• Answers member inquiries and contacts appropriate department to obtain medical record numbers of new enrollees.
• Assists in resolving problems related to duplicate medical record numbers.
• Initiates change of physician requests and change forms for corrected medical record numbers.
• Verifies and updates member demographics and performs on-line inquiry functions.
• Performs data retrieval of computerized data and records and maintains activity logs.
• Clears paper jams and performs other routine maintenance of printers/copiers.
• Recommends procedure changes and trains new or less experienced personnel.
• Serves as resource persons to co-workers and assists in problem solving.
• Initiates telephone calls to physicians or other medical office staff when indicated to assist members.
• Assumes other activities and responsibilities from time to time as directed.

What This Job Offers

• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations