Appointment Clerk Job at Kaiser Permanente (Lancaster)

Job Description

This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information.

Job Responsibility

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.

Requirements

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
High school diploma or equivalent
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
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.

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Appointment Clerk

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