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Kaiser Permanente · 13 hours ago

Appointment Center Service Representative

San Diego, CA

Full-time

Onsite

Entry Level

1+ years exp

Kaiser Permanente is seeking an Appointment Center Service Representative to provide high level member assistance by scheduling appointments and transferring calls. The role involves responding to incoming calls, utilizing customer service skills, and ensuring member needs are prioritized and met efficiently.

Health CareHospitalMental HealthNon ProfitPersonal Health

Comp. & Benefits

Responsibilities

Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws

Operates in a high volume, high structured Appointment Center environment by constantly responding to incoming calls

Works in a personal computer environment with multiple departments

Uses guidelines and protocols for multiple departments to best meet member needs

Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment 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 the appropriate department for immediate resolution

Composes messages for physicians/providers, registered nurses and 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

Must perform all of the above duties while meeting established standards of performance for quality and productivity

Performs clerical duties which may include assigning new members a primary care physician, calling patients and booking appointments for specialty appointments, calling members to cancel and reschedule appointments

Assume other activities and responsibilities from time to time as directed