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Kaiser Permanente
Woodland, CA | Other
$41k-50k (estimate)
3 Months Ago
Kaiser Permanente
Woodland, CA | Other
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Appointment Clerk
Kaiser Permanente Woodland, CA
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$41k-50k (estimate)
Other | Hospital 3 Months Ago
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Kaiser Permanente is Hiring an Appointment Clerk Near Woodland, CA

Job Summary:

This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information.

Essential 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 them 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.
  • Determine 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.
  • Must perform all of the above duties while meeting established standard of performance for quality and productivity.
  • 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.
  • Answer incoming calls.
  • Determine type of appointment needed, determine appointment availability and schedule appointments.
  • Prioritize members need and offer alternatives to member when appropriate.
  • Determine if calls are urgent or emergent and refer to RNs as appropriate following established guidelines.
  • Compose messages to providers or other medical staff based on member requests.
  • Utilize databases to give information to members and other callers as requested.
  • Refer members to eligibility department as appropriate.
  • Notify members of appointment/scheduling changes by telephone as directed.
  • Schedule, reschedule and/or verify appointments.
  • Answer member inquiries.
  • Contact appropriate department to obtain medical record numbers of new enrollees.
  • Assist in resolving problems related to duplicate medical record numbers.
  • Initiate change of physician requests.
  • Initiate change forms for corrected medical record numbers.
  • Verify and update member demographics.
  • Perform on-line inquiry functions.
  • Perform data retrieval of computerized data.
  • Record and maintain activity logs.
  • Clear paper jams and other routine maintenance of printers/copiers.
  • Recommend procedure changes.
  • Train and orient new or less experienced personnel.
  • Serve as resource persons to co-workers and assist in problem solving.
  • Perform other activities and duties as directed.
  • Initiate telephone calls to physicians or other medical office staff when indicated to assist members.
  • Assume other activities and responsibilities from time to time as directed.

Qualifications:

Basic Qualifications:

Experience


  • One (1) year of customer service experience in a service related industry, preferably healthcare.

  • Per the National Agreement, current KP Coalition employees have this experience requirement waived.


Education


  • High school diploma or equivalent.


License, Certification, Registration


  • N/A


Additional Requirements:


  • Effective telephone communication skills and excellent interpersonal skills.

  • Must obtain passing score on Customer Care Simulation assessment.

  • The Customer Care Simulation assessment score must be current within one (1) year (contact Local HR Office for testing).

  • Must be able to effectively communicate, verbally and in writing, in English.

  • Must complete Service Orientation Assessment.

  • As part of applicant process, must take Proofreading Assessment for non KP employees only.


Preferred Qualifications:


  • Prefer previous call center experience.

  • Prefer minimum typing 40 wpm.


Notes:




  • This is an on call position, days and hours may vary.



  • This position is not remote

Job Summary

JOB TYPE

Other

INDUSTRY

Hospital

SALARY

$41k-50k (estimate)

POST DATE

12/15/2022

EXPIRATION DATE

05/28/2024

HEADQUARTERS

LOMITA, CA

SIZE

>50,000

FOUNDED

2007

CEO

THELMA NERI

REVENUE

$50M - $200M

INDUSTRY

Hospital

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The following is the career advancement route for Appointment Clerk positions, which can be used as a reference in future career path planning. As an Appointment Clerk, it can be promoted into senior positions as a Business Office Supervisor- Healthcare that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Appointment Clerk. You can explore the career advancement for an Appointment Clerk below and select your interested title to get hiring information.