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.