Duties:

PERFORM ALL SCHEDULE MANAGEMENT FUNCTIONS

a. Make changes to department and provider schedule profile templates.

b. Construct profiles to include patient arrival times, provider station locations, varied booking authorities, and appointment type conversions.

c. Create and modify facility provider list, facility activity list, department and provider identification numbers.

d. Prepare providers' medical appointment schedules.

e. Assess impact of provider voluntary time off requests based on facility appointment needs. 

SCHEDULE CHANGES AND CANCELLATION

a. Modify/adjust providers' schedules.

b. Review appointment supply and demand by month and day of week; monitor appointment supply and make modifications in providers schedules as requested; release demand-based template options based on providers' clinic availability.

c. Provides Department Chief of cancellation requests and schedule impact.

d. Contacts Call Center Teleservice Representative with list of canceled patients; coordinates with local Teleservice Team to rebook provider driven appointments pursuant to guidelines.

COMPUTER/TECHNICAL

a. Use PC-based tools to adjust provider schedules and appointment supply.

b. Identify ways to improve systems/processes.

c. Assist with implementation of new automated systems.

d. Collect pertinent input data from appropriate sources; code and enter data into automated scheduling system.

PROFESSIONAL/INTERPERSONAL WORKING RELATIONSHIP

a. Work collaboratively with members and staff across all service lines.

b. Function as a team member to achieve Organizational, Departmental and Call Center objectives. 

CUSTOMER SERVICE

a. Support the Organization's, Department's, and Call Center's Customer Service Philosophy.

b. Identify ways to improve customer service.

c. Assist staff to resolve problems and complaints.

MISCELLANEOUS

a. Meet with supervisor to identify educational needs and develop personal goals.

b. Perform other duties as required.

c. Complies with department and regulatory standards with respect to: training and development, communication, management of work, and safety.

d. Promotes cost containment through economical utilization of resources.

Consistently supports compliance and the Principles of Responsibility  (KP’s code of conduct) by maintaining confidentiality, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable Federal and State laws and regulations, accreditation and licensure requirements, and KP policies and procedures. 

In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by the Kaiser Permanente Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to each other, to our members, and to purchasers, contracted providers and vendors.

Grade 325