Specialty Appointment Coordinator - PRN

Kaiser Permanente | Duluth, GA


Customer Service

A Critical Part of Total Care

You'll work directly with our members around the country to help meet their needs and also help them understand our offerings, policies, and procedures.

Specialty Appointment Coordinator - PRN

Primary Location Duluth, Georgia Job Number 1006642 Date posted 05/10/2022

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Under direct supervision, this position is responsible for providing high quality telephone service to Kaiser Permanente members via the automated call distribution system. The incumbent will answer patients' phone call, assist them in obtaining medical services. This is accomplished by scheduling the member for a physician visit, which can be a face to face or phone encounter. The associate will follow established policies and procedures, for transferring callers to the appropriate department based on the nature of the call. Ensures the efficient and courteous processing of patients' inquiries. Gives instructions as needed to patients regarding preparation for procedures and provides member information as needed to practitioners. Matches appointment requests with referrals and schedules appropriately. The call will be conducted in a prompt, professional, concise, courteous, standardized and accurate manner to ensure the member receives customer-focused telephone service.

Essential Functions:

- Utilizes established guidelines to schedule appointments for specialty departments by telephone, email, mail and fax. Responds to member questions and concerns, and acts as an advocate for their service, needs, and interests within Kaiser Permanente, resolving issues at the lowest possible level. Utilize Healthconnect to access member information and support scheduling functions. Provides patients with information/instructions about appointments and procedures. Educates members on proper use of Health Plan systems and facilities.
- Responds to member questions and concerns, and acts as an advocate for their service, needs, and interests within Kaiser Permanente, resolving issues at the lowest possible level.
- Train or orient new or less experienced staff. Works with leadership and stakeholders as a Subject Matter Expert to improve Specialty training, development and implementation of guidelines/policies and workflows to improve the member experience.
- Collect cumulative data and statistics and enters data into automated systems. Participates in special projects, studies, or other activities from time to time, as directed. Proactively identify ways Kaiser Permanente could improve customer service; work in collaboration with other Kaiser Permanente department.

Basic Qualifications: Experience
- Two (2) years of experience in a customer service environment which included data entry and high volume phone duties. One (1) of these years in health care. In lieu of two (2) years experience, six (6) months experience as a Service Associate with Kaiser Permanente Contact Center.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- N/A

Additional Requirements:- Working knowledge of PC.
- Ability to communicate effectively and courteously on the phone.
- Ability to effectively interact and negotiate with diverse work units at all organizational levels.
- Ability to handle multiple tasks simultaneously.
- Demonstrated analytical and problem - solving skills.
- Complete a Customer Service Assessment.

Preferred Qualifications:

- Specialty appointment scheduling experience.

- Certificate in Medical Terminology.

- One to two years call center environment.

- Knowledge of medical terminology.
- Customer service aptitude demonstrated through Customer Service Assessment.

Primary Location: Georgia,Duluth,Duluth Contact Center Scheduled Weekly Hours: 1 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:00 AM Working Hours End: 05:00 PM Job Schedule: Call-in/On-Call Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: GTC|UFCW|Local 1996 Job Level: Individual Contributor Department: Office - 9 Piedmont - Rgnl Med Fac-Call Cntr - 2808 Travel: Yes, 100 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

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November 29, 2022