Appointment Clerk (Variable Shifts)

By | February 6, 2023

Appointment Clerk (Variable Shifts)

Appointment Clerk (Variable Shifts)

Primary Location Woodland Hills, California
Job Number 1154407
Date posted 01/31/2023


This position provides high-level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information.
Essential Functions:
– Upholds the policies and procedures, principles of responsibilities, and applicable local, state, and federal laws of Kaiser Permanente.
– 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.
– 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 the 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, processing self-referral requests, calling patients and booking an appointment for specialty appointments, and calling members to cancel and reschedule appointments.
– Principle Job Duties and Skills:
– Answer incoming calls.
– Determine the type of appointment needed, determine appointment availability, and schedule appointments.
– Prioritize members' needs and offer alternatives to members 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 the eligibility department as appropriate.
– Notify members of appointment/scheduling changes by telephone as directed.
– Schedule, reschedule, and/or verify appointments.
– Answer member inquiries.
– Contact the 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 online 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.

Pay Grade: 13

Read also employees expected conduct for this job


Basic Qualifications:


• One (1) year of customer service experience in a service-related industry, preferably healthcare.


• High school diploma or equivalent.

License, Certification, Registration

• N/A.


Additional Requirements:

• 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 A



  • Staff to relocate to Woodland Hills upon closure of LAMC Call Center (date TBD).
  • Training and work to be conducted at LAMC Call Center: 1515 N. Vermont Ave. Los Angeles, 90027 until mid-year or closure.
  • Candidates may be considered for various shifts


Primary Location: California, Woodland Hills, Woodland Hills Medical Center
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri,
Working Hours Start: 10:30 AM
Working Hours End: 07:00 PM
Job Schedule: Full-time
Job Type: Standard
Employee Status: Regular
Employee Group/Union Affiliation: B01|SEIU|Local 399
Job Level: Entry Level
Specialty: Support Services
Department: Woodland Hills Med Center – Appointment Services-Same Day – 0806
Travel: No

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