ORANGE COUNTY-PT- APPOINTMENT CLERK- 3:00PM-7:00PM
Company: Kaiser Permanente
Location: Anaheim
Posted on: October 19, 2024
Job 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, 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.
- Answer incoming calls.
- Determine type of appointment needed, determine appointment
availability and schedule appointments.
- Prioritize members 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.
Keywords: Kaiser Permanente, National City , ORANGE COUNTY-PT- APPOINTMENT CLERK- 3:00PM-7:00PM, Other , Anaheim, California
Didn't find what you're looking for? Search again!
Loading more jobs...