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Acting as the backbone of our organization, you’ll help support our commitment to total care as you build a career where you can realize your own potential.

Appointment Center Service Representative

Primary Location San Diego, California Facility Name Vandever Medical Offices Schedule Call-in/On-Call Shift Day Salary $27.18 - $31.77 / hour

Job Number 1331258 Date posted 05/19/2025

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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, 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:

Experience

Two (2) 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.

Per the National Agreement, current KP Coalition employees have this experience requirement waived.

Education

High school graduate or equivalent.

License, Certification, Registration

Additional Requirements:

Must be able to read and write English.

Demonstrated knowledge of medical terminology.

Preferred Qualifications:

Call center experience preferred.

Notes:

Float position.

All current and future department locations required to work.

Variable working days.

Primary Location: California,San Diego,Vandever Medical Offices Scheduled Weekly Hours: 1 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: 07:00 AM Working Hours End: 09:00 PM Job Schedule: Call-in/On-Call Job Type: Standard Worker Location: Onsite Employee Status: Regular Employee Group/Union Affiliation: B09|OPEIU|Local 30 Job Level: Entry Level Department: Vandever MOB - Ophthalmology-Regular Clinic - 0806 Pay Range: $27.18 - $31.77 / hour Travel: Yes, 100 % of the Time

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.

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