Appointment Clerk

Company: Kaiser
Location: Santa Monica
Posted on: March 18, 2023

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