Description:

Job Description:

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

Essential Functions:

Upholds Kaiser Permanente's 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 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.

Principle Job Duties and Skills:

Answer incoming calls.
Determine type of appointment needed, determine appointment availability and schedule appointments.
Prioritize member's 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.
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.
Work with department specific computer and software and perform department specific task.
Clear paper jams and other routine maintenance of printers/copiers.
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.
Organize and prioritize duties to meet work demands.

Grade 04 

Qualifications 

Minimum Qualifications:

High School Diploma or General Education Development (GED)

Basic Qualifications:

Two (2) year work experience

Additional Requirements:

Strong math and composition skills
Ability to use networked computer (email, KP intranet, internet). Must pass basic PC skills test
Specialized knowledge for the department as applicable.
Ability to identify, analyze and solve problems
Ability to work accurately with a high volume of work in a fast-paced setting.
Demonstrate professional conduct to include dealing courteously, tactfully, and patiently with members, physicians, coworkers, and clients.
Strong oral and written communication skills.
Ability to apply knowledge of department policies and procedures, and utilize an understanding of other departments' functions
Must pass medical terminology test when applicable
Must be willing to work in a Labor/Management Partnership environment.