Appointment Center Service Representative - Bilingual Spanish - Onsite El Cajon - 10:30am to 7:00pm

Kaiser Permanente


Date: 2 weeks ago
City: El Cajon, CA
Contract type: Full time
This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages and providing general information.

Essential Functions

  • Upholds Kaiser Permanente's 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 in handling difficult interactions with members.
  • Determines if calls are urgent or emergent by listening to the member, following established guidelines and then transferring the call to the appropriate department for immediate resolution.
  • Composes messages for physicians/providers, registered nurses and 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 standards of performance for quality and productivity.
  • Performs clerical duties which may include assigning new members a primary care physician, calling patients and booking appointments for specialty appointments, calling members to cancel and reschedule appointments.
  • Assume other activities and responsibilities from time to time as directed.

Experience

Basic Qualifications:

  • Two or more of the following: One (1) year of customer service experience. One (1) year of personal computer experience.
  • Successful completion of the Call Center Simulation Test
  • As part of applicant process, must take Proofreading Assessment for non KP employees only.

Education

  • High school graduate or equivalent.

License, Certification, Registration

  • N/A

Additional Requirements

  • Must be able to read and write English.
  • Demonstrated knowledge of medical terminology.
  • Bilingual (English/Spanish) Level I required.

Preferred Qualifications

  • N/A

Notes

  • Must successfully pass or have passed the bilingual test (within the last 12 months), or be active in the QBS program.

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