Appointment Center Service Representative

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.