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Acting as the backbone of our organization, you’ll help support our commitment to total care as you build a career where you can realize your own potential.

Appointment Clerk - DI Call Center Lead

Primary Location Honolulu, Hawaii Schedule Full-time Shift Variable Salary $25.98 - $28.87 / hour

Job Number 1383380 Date posted 09/23/2025

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Job Summary:

Under indirect supervision, schedules and monitors daily activities of all Appointment Clerks - DI Call Center staff at respective oncampus and remote locations. Takes call from staff calling out from scheduled shifts; takes tardy calls from staff. Oversees, orients and trains new and existing staff; provides assistance and relief to Appointment Clerk - DI Call Center staff as appropriate and needed; orders and maintains adequate inventory of all supplies.

Essential Responsibilities:

Schedules all services rendered in Diagnostic Imaging via incoming telephone calls and outgoing telephone calls. Greets and communicates with patients in a friendly, confident and courteous manner conducive to personalized patient care environment; attempts to allay patients anxieties, fears and concerns regarding procedure.
Determines status and nature of scan/procedure; recognizes and responds appropriately to special problems and scheduling requirements based upon type of procedure and availability resources; notifies patient of available appointment times strives to prevent imaging conflicts due to varying imaging methods; expedites patient through proper channels.
Verifies insurance coverage and plan benefit. Determines and explains cost for services rendered. Receives telephone requests from patients, nursing, and other clinical personnel; responds or forwards telephone requests as appropriate; answers questions regarding scheduling of appointments and examination preparations for all modalities at all clinics.
Obtains, documents, and correlates clinical patient history pertinent to procedure being scheduled; transcribes physician orders and other pertinent information into Radiology Information System. Reviews written instructions with patient on pre-examination preparations and forwards questions to technical staff as necessary; and explains importance of complying with preparations.
Schedules pediatric cases with Pediatric Ambulatory Treatment Center (PATC) when needed. Arranges Anesthesia support when needed, reviews written anesthesia instructions with patients and/or guardian, forwards questions to Ambulatory Surgery Center as needed. Provide feedback to referring physicians regarding patients who are delayed, fail to show, or are unable to be contacted.
Determines and quotes patient co-pay or coinsurance fees using the current quoting tool, according to patients health plan benefits coverage. Notifies manager or designee of significant delays or operational problems; refers problem situations and complaints to manager or designee. Receives, prioritizes, and relays incoming phone messages to various subsections and personnel within Diagnostic Imaging department; operates departmental paging system.
Rotates thru all scheduling modalities, including IR/Angio. Cancels or reschedules patient appointments by telephone or correspondence; provides appropriate appointment and preparation information to insure patient comprehension and satisfaction. Refers patients or guardians of pediatric patients with known claustrophobia back to physician for sedation order.
Demonstrates knowledge, skills and abilities necessary to provide care and/or service to patient demographics served. Demonstrates knowledge, skills and abilities necessary to provide culturally sensitive care and/or service. Creates and sends out weekly schedules to meet CBA guidelines. Receives call outs/tardy calls from Appointment Clerk - DI Call Center.
Covers open shifts due to call outs and update schedules. Process Shift Swap Requests, update schedules, send out revised schedules with the shift swaps. Send out daily huddle with team assignments for the day. Monitor phone stats, make adjustments as needed throughout the day.
Provides manager(s) and director with stats as requested. Maintains and updates all existing playbooks as needed to ensure accuracy. Create/maintain playbooks for new processes. Orients/Trains all new staff. Provides recurrent training for all staff. Ensure all required trainings for the team are completed timely.
Performs other duties and accepts responsibility as assigned.

Basic Qualifications:

Experience

One (1) year of clerical experience in healthcare.
Two (2) years of customer service experience.

Education

High school diploma; or equivalent combination of education (lesser) & experience may be considered in lieu of requirements.

License, Certification, Registration

Additional Requirements:

Type 40 wpm.
Demonstrated knowledge of and skill in Microsoft Office, and database PC applications.
Demonstrated knowledge of and skill in customer service, adaptability, detail oriented, multi-tasking, prioritization, interpersonall relationships, oral communication, written communication, teamwork, problem solving, systems thinking.
Verbal communication skills: talking to patients, co-workers (internal and external), and vendors over the phone and in-person.
Reading, writing, speaking and understanding English.
Training/giving and receiving instructions.
Mathematical ability, attention to detail (e.g. organization, prioritation, proofing), concentration and alertness.

Preferred Qualifications:

Medical Terminology.
Anatomy / Physiology.

Primary Location: Hawaii,Honolulu,Dole Service Center Scheduled Weekly Hours: 40 Shift: Variable Workdays: Sun, Mon, Tue, Wed, Thu, Fri, Sat Working Hours Start: 06:30 AM Working Hours End: 08:30 PM Job Schedule: Full-time Job Type: Standard Worker Location: Flexible Employee Status: Regular Employee Group/Union Affiliation: HL5|UNITE HERE|Local 5 Job Level: Individual Contributor Department: Dole Service Center - Reception-Xray - 1208 Pay Range: $25.98 - $28.87 / hour Travel: Yes, 10 % of the Time

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.

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