Job Description
About the position
- Responsibilities
- Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities, and applicable laws.
- Operates in a high volume, structured Appointment Center environment by responding to incoming calls.
- Works in a personal computer environment with multiple departments.
- Uses guidelines and protocols to meet member needs effectively.
- Determines the type of appointment requested and schedules accordingly.
- Prioritizes member needs and offers alternatives when appropriate.
- Utilizes superior customer service skills to diffuse difficult member encounters.
- Handles urgent or emergent calls by transferring them to the appropriate department.
- Composes messages for medical staff based on member requests.
- Responds courteously to general questions using online databases.
- Identifies ways to improve service quality and recommends changes.
- Performs clerical duties such as assigning primary care physicians and booking appointments.
- Requirements
- Two or more years of customer service experience or personal computer experience.
- Successful completion of the Call Center Simulation Test.
- High school graduate or equivalent.
- Must be able to read and write English.
- Demonstrated knowledge of medical terminology.
- Benefits
- Competitive compensation
- Comprehensive medical coverage
- Retirement plans
- Wellness programs
- Professional development opportunities
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