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Job Details

On Call Appointment Center Service Representative Bilingual

Company name
Kaiser Permanente

El Cajon, CA

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Description: 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, high structured Appointment Center environment by constantly responding to incoming calls.
  • Works in a personal computer environment with multiple departments.
  • Uses guidelines and protocols for multiple departments to best meet member needs.
  • Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then 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.
  • Determines if calls are urgent or emergent by listening to the member, following established guidelines and then transferring the call to the appropriate department for immediate resolution.
  • Composes messages for physicians/providers, registered nurses and 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 standards of performance for quality and productivity.
  • Performs clerical duties which may include assigning new members a primary care physician, calling patients and booking appointments for specialty appointments, calling members to cancel and reschedule appointments.
  • Assume other activities and responsibilities from time to time as directed.

    Basic Qualifications:
  • Two or more of the following: One (1) year of customer service experience. One (1)year of personal computer experience.
  • Successful completion of the Call Center Simulation Test
  • As part of applicant process, must take Proofreading Assessment for non KP employees only.
  • High school graduate or equivalent.
    License, Certification, Registration
  • N/A

    Additional Requirements:
  • Must be able to read and write English.
  • Demonstrated knowledge of medical terminology.
  • Bilingual (English/Spanish) Level I

    Preferred Qualifications:
  • Experience in a customer service call center.
  • Health Connect.
  • General computer skills.

  • Must successfully pass or have passed the bilingual test (within the last 12 months), or be active in the QBS program.
    Primary Location: California,El Cajon,El Cajon Call Center 1620 E. Main St. Scheduled Weekly Hours: 0 Shift: Variable Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: Varies Working Hours End: Varies Job Schedule: Call-in/On-Call Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: OPEIU - Local 30 Job Level: Entry Level Job Category: Administration, Clerical and Support Services Department: San Diego Appointment Center Travel: No
    Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.;sz=1x1;ord=0123456789;dc_lat=;dc_rdid=;tag_for_child_directed_treatment=? BORDER=0 WIDTH=1 HEIGHT=1 ALT=Advertisement>

    Company info

    Kaiser Permanente
    Website :

    Company Profile
    We’ve been there for you in the past, providing health care for more than 60 years. We’re here for you today and in days to come, with our ongoing commitment to quality. And we share this tradition and commitment by reaching out to your community, and promoting health and wellness for all.

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