Appointment Clerk (Bilingual)

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.

Created: 2024-11-12