Receives incoming phone calls from patients, records appointment information, transfers calls to appropriate personnel according to protocol, & otherwise facilitates scheduling appointments for medical services. Makes members/patients & their needs a primary focus of one's actions; develops & sustains productive member/patient relationships. Actively seeks information to understand member/patient circumstances, problems, expectations, & needs. Builds rapport & cooperative relationship w/ members/patients. Considers how actions or plans will affect members; responds quickly to meet member/patient needs & resolves problems.
Essential Functions:
- Receives patients' appointment requests; ascertains type of appointment needed, medical provider & time preference; refers patients' appointment requests to other medical office locations as necessary
- Determines available appointment times; obtains & records patients' identification & appointment information on automated scheduling system
- Cancels & verifies appointments at the request of patients
- Answers inquires & provides information regarding appointment services & procedures; refers other inquires to appropriate personnel
- Messages information or transfers calls to appropriate personnel if patient requests advice, an urgent appointment or according to protocol; schedules follow-up appointments as necessary
- Provides directions to patients in order to get to facilities; provides information about our division to members; & gives instructions to members per protocol
- Maintains confidentiality & integrity of all computer data, appointment data, & information concerning departmental functions
- Performs other duties as assigned
- Position requires working closely w/ others; w/ constant noise & interruptions
- In addition to defined technical requirements, accountable for consistently demonstrating service behaviors & principles defined by the KP Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives
- Also accountable for consistently demonstrating the knowledge, skills, abilities, & behaviors necessary to provide superior & culturally sensitive service to each other, to our members, & to purchasers, contracted providers & vendors
Qualifications:
Basic Qualifications:
- 1 year of customer service experience, including 6 months of telephone experience
- HS graduation or equivalent
- Familiarity w/ personal computers & mainframe computers & their applications, including basic keyboarding skills
- Demonstrated customer service skills, customer focus abilities & the ability to understand KP customer needs
Preferred Qualifications:
- Medical terminology preferred
Spanish/English preferred
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.