Appointments Clerk G4

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

• 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 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.
• 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.

• 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 4