Job Description
Job Summary:
This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information.
Essential Responsibilities:
+ Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
+ Operates in a high volume, highly structured call center environment by responding to incoming calls.
+ Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and them 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.
This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages, and providing general information.
Essential Responsibilities:
+ Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
+ Operates in a high volume, highly structured call center environment by responding to incoming calls.
+ Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and them 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.