Appointment Clerk
Company: Kaiser
Location: Santa Monica
Posted on: March 18, 2023
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Job 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, 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.- Principle Job Duties and Skills:-
Answer incoming calls.- Determine type of appointment needed,
determine appointment availability and schedule appointments.-
Prioritize member's 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.Pay Grade: 13Basic
Qualifications:Experience--- One (1) year of customer service
experience in a service related industry, preferably
healthcare.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:---
N/AJob Schedule: Job Category: Administrative & Support
Services
Keywords: Kaiser, Santa Monica , Appointment Clerk, Other , Santa Monica, California
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