Job Details
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 poses 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 pose 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 itiate change of physician itiate 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 itiate 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: 13Basic Qualifications:ExperienceOne (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.EducationHigh school diploma or equivalent.License, Certification, RegistrationN/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. Preferred Qualifications:N/A. Primary Location: California,Pasadena,West Annex - Parsons Scheduled Weekly Hours: 20 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 10:30 AM Working Hours End: 02:30 PM Job Schedule: Part-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: B01SEIULocal 399 Job Level: Entry Level Department: Parsons West Annex - Appointment/Reception - 0806 Pay Range: $25.3 - $28.03 / hour The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted. Travel: No At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing. 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. Submit Interest Load More