Appointment Center Service Representative Onsite El Cajon - 10:30am to 7:00pm
Posted 2025-08-15
Remote, USA
Full Time
Immediate Start
About the position
The Appointment Center Service Representative plays a crucial role in providing high-level assistance to members by scheduling appointments, transferring calls, and offering general information in a fast-paced environment. This position requires excellent customer service skills and the ability to handle difficult interactions with tact and diplomacy while adhering to established guidelines and protocols.
Responsibilities
• Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities, and applicable laws.
,
• Operates in a high volume, structured Appointment Center environment by responding to incoming calls.
,
• Works in a personal computer environment with multiple departments.
,
• Uses guidelines and protocols to meet member needs effectively.
,
• Determines the type of appointment requested and schedules accordingly.
,
• Prioritizes member needs and offers alternatives when appropriate.
,
• Utilizes superior customer service skills to diffuse difficult member encounters.
,
• Handles urgent or emergent calls by transferring them to the appropriate department.
,
• Composes messages for medical staff based on member requests.
,
• Responds courteously to general questions using online databases.
,
• Identifies ways to improve service quality and recommends changes.
,
• Performs clerical duties such as assigning primary care physicians and booking appointments.
Requirements
• Two or more years of customer service experience or personal computer experience.
,
• Successful completion of the Call Center Simulation Test.
,
• High school graduate or equivalent.
,
• Must be able to read and write English.
,
• Demonstrated knowledge of medical terminology.
Nice-to-haves
Benefits
• Competitive compensation
,
• Comprehensive medical coverage
,
• Retirement plans
,
• Wellness programs
,
• Professional development opportunities Apply tot his job
The Appointment Center Service Representative plays a crucial role in providing high-level assistance to members by scheduling appointments, transferring calls, and offering general information in a fast-paced environment. This position requires excellent customer service skills and the ability to handle difficult interactions with tact and diplomacy while adhering to established guidelines and protocols.
Responsibilities
• Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities, and applicable laws.
,
• Operates in a high volume, structured Appointment Center environment by responding to incoming calls.
,
• Works in a personal computer environment with multiple departments.
,
• Uses guidelines and protocols to meet member needs effectively.
,
• Determines the type of appointment requested and schedules accordingly.
,
• Prioritizes member needs and offers alternatives when appropriate.
,
• Utilizes superior customer service skills to diffuse difficult member encounters.
,
• Handles urgent or emergent calls by transferring them to the appropriate department.
,
• Composes messages for medical staff based on member requests.
,
• Responds courteously to general questions using online databases.
,
• Identifies ways to improve service quality and recommends changes.
,
• Performs clerical duties such as assigning primary care physicians and booking appointments.
Requirements
• Two or more years of customer service experience or personal computer experience.
,
• Successful completion of the Call Center Simulation Test.
,
• High school graduate or equivalent.
,
• Must be able to read and write English.
,
• Demonstrated knowledge of medical terminology.
Nice-to-haves
Benefits
• Competitive compensation
,
• Comprehensive medical coverage
,
• Retirement plans
,
• Wellness programs
,
• Professional development opportunities Apply tot his job