Description : 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, 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 year of customer service experience. One 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.
- Per the National Agreement, current KP Coalition employees have this experience requirement waived.
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.
Preferred Qualifications :
N / A
Notes :
- Mon - Fri, with rotating weekends
Call Center Customer Service Representative
The Call Center Representative Quality Coordinator will place a high volume of outbound calls to assist in all activities related to the organization’s quality management program. Enhance professional growth and development through participation in educational programs, current literature, in-servic...
Patient Service Representative
Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. If you are hired at Family Health Centers of San Diego, your final base salary compensation will be determined based on factor...
PT-I - Full-time - Rehab Center
Other : Graduate of an approved and accredited professional Physical Therapy school or program. AHA Basic Life Support for Healthcare Professional (AHA BLS Healthcare) - American Heart Association -REQUIRED. CCS paneled staff will review and supervise services provided by non-paneled personnel as re...
Part-Time Field Sales Representative for Managed Business Service
We are excited to offer a lucrative part-time opportunity for a motivated Field Sales Representative to join our team and help small businesses thrive with our Managed Business Services. Conduct door-to-door sales activities on a part-time basis to promote and sell Managed Business Services to small...
Patient Service Representative, Float - Per Diem
Ability and means to travel as needed in a timely manner within San Diego County, to locations that may have limited access to public transportation; proof of liability and property damage insurance on vehicle used is required. Ability and means to travel as needed in a timely manner within San Dieg...
Nursing Assistant - PCU Cardiac Surgery 3T - Sharp Chula Vista Medical Center - Night Shift - Full Time
D/c’s patient from IDX within expected timeframe of patient leaving unit. Collaborates with the interprofessional team in the delivery of quality patient/resident care under the direction of a licensed nurse. AHA Basic Life Support for Healthcare Professional (AHA BLS Healthcare) - American Heart As...
Part-Time Door-to-Door Sales Representative for Managed Business Service
We are excited to offer a lucrative part-time opportunity for a motivated Door-to-Door Sales Representative to join our team and help small businesses thrive with our Managed Business Services. Conduct door-to-door sales activities on a part-time basis to promote and sell Managed Business Services t...
Cleaning Services Worker (Part-Time) - 1st Shift
Types of equipment employees may be assigned to operate could include buffer, power sweeping and scrubbing equipment, vacuum cleaners, carpet shampooing equipment and extractors, trash compactor, cardboard baler, forklift, scissor lift, boom lift and electric cart. Safely operate assigned Event Oper...
Sales and Service Leader - Full Time
If you have a passion for retail sales and services and love supporting a team, this is the perfect role for you. Support and coach team members in selling, service, and operations. Support client loyalty programs and services, monitoring key performance indicators (KPIs) to ensure success. Passion ...
Full Time Sales Support Representative - Apply Today, Start Tomorrow
Individuals hired for the Entry Level Sales Support Representative role will also have the chance to work with our passionate diverse set of teams in a fun, energetic, and positive work atmosphere, side by side with industry experts committed to your personal and professional success!. Entry Level S...