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
