Specialty Appointment Representative

To provide high quality customer service via the telephone to Kaiser Permanente members and to assist patients in obtaining Specialty care and Ancillary Services throughout Kaiser Permanente and Network affiliates. 
APPROVED @ 3/1/2018 OPEIU JEC MEETING

• Verifies eligibility of both new and existing patients using the patient data when necessary, inputs data and obtains medical record numbers in accordance with pre-enrollment procedures.
• Schedules appointments by utilizing the appropriate scheduling applications at the request of patients and providers, in accordance with established specialty script for each department. Reviews physician orders to identify type of modality/exam to schedule appropriate appointment. Informs patients of appointment and gives pre-appointment instructions as necessary. Supports continuity of care for the Specialty Providers and Ancillary Service Departments. Helps process schedule changes, cancellations and rescheduling of appointments as necessary.
• Answers and screens telephone calls, takes messages, or forwards call as appropriate. Views internal and external referrals and network provider information, pharmacy, appointment history, benefit eligibility patient information, lab orders, x-ray orders/results to ensure timely receipt of images to specialists, provider schedules, provider notes for specific scheduling information as needed, and cancellation of appointments.
• Transfers calls to advice nurse as direct by script.
• Assists in coaching new employees when needed.
• Performs other duties as assigned.