This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages and providing general information. Essential Functions:- Upholds Kaiser Permanente's 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 w... more details
Description:
This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages and providing general information.
Essential Functions: - Upholds Kaiser Permanente's 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.
Basic Qualifications: Experience • Two or more of the following: One (1) year of customer service experience. One (1) year of personal computer experience. • Successful completion of the Call Center Simulation Test • As part of applicant process, must take Proofreading Assessment for non KP employees only. Education • High school graduate or equivalent. License, Certification, Registration • N/A
Additional Requirements: • Must be able to read and write English. • Demonstrated knowledge of medical terminology.
• Bilingual (English/Spanish) Level I required.
Preferred Qualifications: • N/A
Notes:
Must successfully pass or have passed the bilingual test (within the last 12 months), or be active in the QBS program.
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