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This position provides high-level member assistance as first critical contact by appropriately scheduling appointments through complex appointment making applications, transferring calls appropriately, composing messages and providing general information.
Essential Responsibilities:
- Operates in a high volume, highly structured environment by responding to incoming calls, applying critical thinking to complex guidelines, and using multiple call center specific systems.
- Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment following 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, and 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's 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 other clerical duties as assigned.
- Promotes, ensures, and improves customer service to internal/external customers by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service.
- Performs other related duties as required.
Basic Qualifications:
Experience
- One (1) year customer service experience in a service related industry, preferably healthcare.
Education
- High school graduate or General Education Development (GED) equivalent.
License, Certification, Registration
- N/A.
Additional Requirements:
- All testing must be completed by the end of the posting period.
- All internal transfer applicants and all external applicants for the Customer Service Representative position are required to pass the job related assessment.
Preferred Qualifications:
- N/A.
Notes:
- REGULAR ON CALL APPOINTMENT CLERK-ROTATING WEEKENDS.
PrimaryLocation : California,Fontana,Palm Court II
HoursPerWeek : 20
Shift : Variable
Workdays : Mon, Tue, Wed, Thu, Fri, Sat, Sun
WorkingHoursStart : VariableÂ
WorkingHoursEnd : VariableÂ
Job Schedule : Call-in/On-Call
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : B05|USW|Local 7600
Job Level : Individual Contributor
Job Category : Administrative & Support Services
Department : Virtual Medical Appointment Center
Travel : No
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
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