Appointments Clerk G4

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, highly structured call center environment by responding to incoming calls.
- Determines the type of appointment requested or needed 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.
- Determine if calls are urgent or emergent by listening to the member, following established guidelines, and then transferring the call to a Registered Nurse when appropriate.
- Composes messages for physician/providers, Registered Nurses or 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 standard of performance for quality and productivity.

-Principle Job Duties and Skills:
- Answer incoming calls.
- Determine type of appointment needed, determine appointment availability and schedule appointments.
- Prioritize member's need and offer alternatives to member when appropriate.
- Determine if calls are urgent or emergent and refer to RNs as appropriate following established guidelines.
- Compose messages to providers or other medical staff.
- Utilize databases to give information to members and other callers as requested.
- Refer members to eligibility department as appropriate.
- Notify members of appointment/scheduling changes by telephone as directed.
- Schedule, reschedule and/or verify appointments.
- Answer member inquiries.

-Work with department specific computer and software and perform department specific task.

- Clear paper jams and other routine maintenance of printers/copiers.
- Train and orient new or less experienced personnel.
- Serve as resource persons to co-workers and assist in problem solving.
- Perform other activities and duties as directed.
- Initiate telephone calls to physicians or other medical office staff when indicated to assist members.

-Organize and prioritize duties to meet work demands.

Grade 4