By setting up numerous appointments that members have asked for, properly transferring calls, creating messages, and delivering basic information, this position offers high-level member assistance.

– Upholds all applicable local, state, and federal laws as well as Kaiser Permanente’s policies and procedures.
– Responds to incoming calls in a high volume, highly structured contact center environment.
– Establishes the type of appointment requested or required, examines the physician/provider scheduling mix, and then schedules the appointment in accordance with the necessary standards.
– Prioritizes the demands of members and, where necessary, provides them with options.
– Uses exceptional customer service abilities to help members while dealing with challenging member situations.
– When dealing with challenging interactions with members, uses tact and diplomacy.
– Determine whether calls are urgent or emergent by paying attention to the member, abiding by predetermined procedures, and, if necessary, passing the call to a registered nurse.

– Based on member requests, composes messages for doctors, nurses, or other medical personnel.
– Uses online databases to provide information to any member or other employees phoning the center, responding to general inquiries in a polite and professional manner.
– Identifies ways to enhance the caliber of service provided to members and suggests actions taken to bring about these changes.
– Must carry out all aforementioned tasks while upholding specified productivity and quality standards.
– Carries out clerical tasks, such as assigning new members to a primary care physician, handling self-referral requests, calling patients to make specialized appointment bookings, and calling members to reschedule and cancel appointment times.
Principal Job Responsibilities and Skills
– Respond to incoming calls.
– Determine the type of appointment required, check the availability of appointments, and schedule appointments.

– Write letters to doctors or other medical personnel in response to requests from members.
– Use databases to provide members and other callers with information as needed.
– As necessary, refer members to the eligibility department.
– Call the appropriate members to inform them of appointments or scheduling changes.
– Make, change, or confirm appointment times.
– Respond to member questions.
– Speak with the appropriate department to get the new participants’ medical record numbers.
– Help with issues involving duplicate medical record numbers.
– Request a change in the treating physician.
– Start the change request process for updated medical record numbers.
– Check and update the demographics of members.
– Carry out online inquiry tasks.
– Carry out automated data retrieval.
– Create and keep activity logs.
– Remove paper jams and do other standard printer/copier maintenance.
– Suggest modifications to the process.

– Instruct and acclimate new or less experienced staff.
– Act as resource people for coworkers and help them solve problems.
– Carry out additional tasks and obligations as instructed.
– When necessary to assist members, make phone calls to doctors or other medical office workers.
– Occasionally take on additional duties and tasks as directed.