Clinical Contact Center Representative

Receives incoming phone calls or via internet requests from patients or providers, records appointment information, transfers calls or messages 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 ones actions; develops and sustains productive member/patient relationships. Uses regional guidelines and protocols to try and meet members 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. Maintains confidentiality and integrity of all computer data, appointment data, or patient and company information. All above functions are done in accordance with protocols and procedures of the Call Center and Kaiser Permanente.

• Must be familiar with and able to recall or reference regional booking guidelines (SA Web site), in order to correctly book members appointments. Ability to use guideline to identify high risk calls that need immediate medical attention.
• Position requires working closely with others; with constant noise and interruptions; communicate on chat on a regular basis.
• 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. Must be able to follow and understand all medical offices booking guidelines. Refers to comment boxes for booking procedure.
• 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.
• Answers inquires and provides information regarding appointment services and procedures, must be able to provide specialty referral information if required for specialty per patients request; refers other inquiries 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 Medical Offices).
• Communicates approved messages, test results, and patient care information per guidelines.
• Provides directions to patients in order to get to medical 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.
• Facilitates making appointments for providers in TMC and Nurse Advice as requested.
• Assists existing members in their selection of personal care physicians (PCP) by phone calls, reads one biography per call when requested by member (simple linking).
• Updates the PCP Selection Tool for completion of personal care physician linkage in the designated system.
• Email providers biographies to members when requested.
• Performs other duties as assigned.