Overview
Appointment Center Service Representative; Bilingual Jobs in El Cajon, USA at Kaiser Permanente
Position: Appointment Center Service Representative (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, high structured Appointment Center environment by constantly responding to incoming calls.
* Works in a personal computer environment with multiple departments.
* Uses guidelines and protocols for multiple departments to best meet member needs.
* Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then 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.
* Determines if calls are urgent or emergent by listening to the member, following established guidelines and then transferring the call to the appropriate department for immediate resolution.
* Composes messages for physicians/providers, registered nurses and 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 standards of performance for quality and productivity.
* Performs clerical duties which may include assigning new members a primary care physician, calling patients and booking appointments for specialty appointments, calling members to cancel and reschedule appointments.
* Assume other activities and responsibilities from time to time as directed.
Title: Appointment Center Service Representative; Bilingual
Company: Kaiser Permanente
Location: El Cajon, USA
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