Appointment Clerk (Bilingual)

Appointment Clerk (Bilingual) This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information. Essential responsibilities include upholding Kaiser Permanente's policies and procedures, operating in a high volume call center environment, determining the type of appointment requested, prioritizing member needs, utilizing superior customer service skills, determining if calls are urgent or emergent, composing messages for medical staff, responding to general questions, identifying ways to improve service quality, performing clerical duties, answering incoming calls, determining appointment availability, prioritizing members' needs, determining if calls are urgent or emergent, utilizing databases to provide information, referring members to eligibility department, notifying members of appointment changes, scheduling, rescheduling, and verifying appointments, answering member inquiries, contacting appropriate departments to obtain medical record numbers, assisting in resolving problems related to duplicate medical record numbers, initiating change of physician requests, initiating change forms for corrected medical record numbers, verifying and updating member demographics, performing on-line inquiry functions, performing data retrieval of computerized data, recording and maintaining activity logs, clearing paper jams and other routine maintenance of printers/copiers, recommending procedure changes, training and orienting new or less experienced personnel, serving as resource persons to co-workers and assisting in problem solving, performing other activities and duties as directed, initiating telephone calls to physicians or other medical office staff when indicated to assist members, and assuming other activities and responsibilities from time to time as directed. Basic qualifications include one (1) year of customer service experience in a service related industry, preferably healthcare, and a high school diploma or equivalent. Additional requirements include effective telephone communication skills, a passing score on the Customer Care Simulation assessment, effective communication in English, completion of the Service Orientation Assessment, and bilingual (English/Spanish) Level I.