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Kaiser Permanente
Appointment Clerk (Bilingual) - On-Call
Harbor City, CA
Apr 6, 2025
Full-time
Full 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.

Basic Qualifications:
Experience

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

  • Per the National Agreement, current KP Coalition employees have this experience requirement waived.


Education

  • 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 Assessment.

  • As part of applicant process, must take Proofreading Assessment for non KP employees only.

  • Bilingual (English/Spanish) Level I required.


Preferred Qualifications:

  • N/A.


Notes:



  • Must successfully pass or have passed the bilingual test (within the last 12 months), or be active in the QBS program

  • This is an on call position, days and hours may vary.


PDN-9e9b914f-3142-4b43-9881-3d392514815d
Job Information
Job Category:
Administrative and Clerical
Spotlight Employer
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Appointment Clerk (Bilingual) - On-Call
Kaiser Permanente
Harbor City, CA
Apr 6, 2025
Full-time
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