Job Details
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...Representative, Service, Customer Service, Retail, Healthcare