Job Summary

Appointment Center Rep

  • Location:
    San Diego, California
  • Job reference:
  • Category:
    Customer Service (non-IT)
  • Contract Type:

Are you interested in working for a company that is a leader in the healthcare industry??
Are you authorized to work in the U.S. without sponsorship?  (We are unable to work C2C all employees must work
Appointment Center Rep (106877)
San Diego Ca
Title: Call Center Service Associate
• Receives incoming phone calls from patients, records appointment information, transfers calls to appropriate personnel/departments according to protocol, and otherwise facilitates scheduling appointments for medical services.
• Makes members/patients and their needs a primary focus of one's actions; develops and sustains productive member/patient relationships.
• Uses regional guidelines and protocols to try and meet member’s needs the first time they contact KP. Actively seeks information to understand member/patient circumstances, problems, expectations, and needs.
• Builds rapport and cooperative relationship with members/patients. Considers how actions or plans will affect members; responds quickly to meet member/patient needs and resolves problems.
• High school graduation or equivalent.
• One year of customer service experience, including six months of telephone experience.
• Familiarity with personal computers and mainframe computers and their applications, including basic keyboarding skills.
• Successful completion of basic medical terminology course or experience using medical terminology preferred.
• Previous experience prioritizing and organizing multiple tasks.
Must be familiar with and able to recall or reference regional booking guidelines (200+ pages), in order to correctly book members appointments. Ability to use guideline to identify high risk calls that need immediate medical attention. Must be able to adapt to new information on a daily basis as events arise that change booking procedures. Receives patients’ appointment requests; ascertains type of appointment needed, by asking pertinent questions, medical provider and time preference; refers patients’ appointment requests to other medical office locations as necessary. Determines available appointment times; obtains and records patients’ identification and appointment information on automated scheduling system. Cancels and verifies appointments at the request of patients. Books approved in office procedures per scheduling guidelines. Answers inquires and provides information regarding appointment services and 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. Retrieves messages per protocol from appropriate sources (patient care or clinic). Communicates approved messages, test results, and patient care information per guidelines. Provides directions to patients to get to facilities; provides information about our division to members; and gives instructions to members per protocol. Maintains confidentiality and integrity of all computer data, appointment data and information concerning departmental functions. Performs other duties as assigned. Position requires working closely with others; with constant noise and interruptions. Also, accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to each other, to our members, and to purchasers, contracted providers and vendors.
If you feel that you are a great match for this opportunity, please apply directly or feel free to contact Nathan at 303-942-2440.
"In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire."

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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