Appointment Clerk

Kaiser Permanente

Jan 15

Applications are closed

Job
Full-time
Junior Level
Customer Relations
Healthcare
Los Angeles
Remote

Requirements

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.
High school diploma or equivalent.
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.

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 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 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.
Answers incoming calls.
Determines type of appointment needed, determines appointment availability and schedules appointments.
Prioritizes members needs and offers alternatives to member when appropriate.
Determines if calls are urgent or emergent and refers to RNs as appropriate following established guidelines.
Composes messages to providers or other medical staff based on member requests.
Utilizes databases to give information to members and other callers as requested.
Refers members to eligibility department as appropriate.
Notifies members of appointment/scheduling changes by telephone as directed.
Schedules, reschedules and/or verifies appointments.
Answers member inquiries.
Contacts appropriate department to obtain medical record numbers of new enrollees.
Assists in resolving problems related to duplicate medical record numbers.
Initiates change of physician requests.
Initiates change forms for corrected medical record numbers.
Verifies and updates member demographics.
Performs on-line inquiry functions.
Performs data retrieval of computerized data.
Records and maintains activity logs.
Clears paper jams and other routine maintenance of printers/copiers.
Recommends procedure changes.
Trains and orients new or less experienced personnel.
Serves as resource persons to co-workers and assists in problem solving.
Performs other activities and duties as directed.
Initiates telephone calls to physicians or other medical office staff when indicated to assist members.
Assumes other activities and responsibilities from time to time as directed.

FAQs

What is the primary responsibility of an Appointment Clerk?

The primary responsibility of an Appointment Clerk is to provide high-level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information.

What qualifications are required for this position?

The basic qualifications include one year of customer service experience in a service-related industry, preferably healthcare, and a high school diploma or equivalent. Current KP Coalition employees have the experience requirement waived.

Does this position require any specific skills?

Yes, effective telephone communication skills and excellent interpersonal skills are required. Additionally, the ability to communicate effectively, both verbally and in writing, in English is necessary.

Is there a training process for new employees?

Yes, the Appointment Clerk is expected to train and orient new or less experienced personnel.

Are there any assessments that need to be completed for this role?

Yes, candidates must obtain a passing score on the Customer Care Simulation assessment, which must be current within one year. Non-KP employees must also take a Proofreading Assessment.

Will I be required to handle difficult interactions with members?

Yes, the role includes utilizing superior customer service skills to provide service to members, particularly in diffusing difficult member encounters.

Is this position full-time or part-time?

This is an on-call position, which means days and hours may vary.

What types of calls will I be handling?

You will handle inbound calls related to appointment scheduling, member inquiries, and may transfer calls to Registered Nurses when appropriate.

Are there opportunities for recommending improvements in the workflow?

Yes, employees are encouraged to identify ways to improve quality of service to members and recommend steps to accomplish these changes.

Do we offer benefits for this position?

Specific benefits can vary, but typically, positions at Kaiser Permanente include a range of health and wellness benefits for employees. Please refer to HR for detailed benefits information.

Kaiser Permanente

Science & Healthcare

Industry

10,001+

Employees

1945

Founded Year

Mission & Purpose

We are relentless in our pursuit of excellence. Founded nearly 80 years ago, our unique business model sets us apart — positioning us to drive improvements across the industry and around the world. k-p.li/aboutKP As the nation’s leading not-for-profit health plan, we proudly serve 12.7 million members from 600+ locations in 8 states and Washington, D.C. Together, our 200,000+ employees and physicians work as one to positively impact the lives of our members, employees, and communities. Come drive quality, inspire excellence, and create change for the better. Bring your talents to Kaiser Permanente, and see your visionary ideas make a difference in the lives of others. This is your opportunity to shape the future of health care. Be essential. *Disclaimer: Please do not include any medical, personal or confidential information in your comments. Comments are encouraged; however, Kaiser Permanente reserves the right to moderate comments on this page as necessary to prevent medical, personal and confidential information from being posted on this site. In addition, Kaiser Permanente will remove all spam, personal attacks, profanity, and off-topic commentary. Comments containing advertisements about goods or services or announcements about news or events that are not related to Kaiser Permanente will be removed. Please note that your communications with Kaiser Permanente through this page are informal and are not part of Kaiser Permanente’s formal grievance process for members.

OpportunitiesView all

Account Manager III, Multi-State

Job

Walnut Creek

College Pipeline Internship

Internship

Pasadena, Pasadena

Undergrad Intern, Data Analytics

Internship

Pasadena, Pasadena