Answering Service
INTERNAL POSTING PERIOD: 09/02/09-09/04/09
IF YOU ARE A COLORADO INTERNAL EMPLOYEE, YOU MUST PLACE YOUR BID ON THE BID LINE 303-614-1510, NOT ONLINE.
PREFERRED SKILLS: Familiarity with personal computers and mainframe computers and their applications, including basic keyboarding skills. Demonstrated customer services orientation. Medical terminology preferred. Previous call center work preferred.
JOB SUMMARY: Receives incoming phone calls or via internet requests from patients or providers. Records appointment information, transfers calls or messages to appropriate personnel according to protocol and otherwise facilitates scheduling appointments for medical providers. 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. Making members/patients and their needs a primary focus of one's actions; developing and sustaining productive member/patient relationships. 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.
POSITION REQUIREMENTS: High school graduation or equivalent. One year of customer service experience, including six months of telephone experience. Familiarity with personal computers and mainframe computers and their applications, including basic keyboarding skills. Demonstrated customer service orientation. Medical terminology preferred.
ESSENTIAL RESPONSIBILITIES: Receives incoming phone calls or internet request from internal or external customers. Ascertains type of appointment required, provider and time preference, obtains and records patient’s information; then schedules appointment in automated computer system. If unable to schedule appointment because of urgency of call or type of appointment, will message information or transfer call to appropriate personnel. Answers inquiries and provides information regarding appointment services. Also provides directions to facilities where member can receive care. Facilitates making appointments for providers in KDC or ER as requested. Answers calls for physician on-call services. Screens calls, determines appropriate on-call physician in accordance with established procedures. Pages on-call provider and accurately relays messages. Refers callers to service chief, regional liaison and/or area medical director as necessary. Performs other duties as assigned. Standard office environment. Position requires working closely with others with constant noise and interruptions.
In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by the Kaiser Permanente Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to each other, to our members, and to purchasers, contracted providers and vendors.
COMPLIANCE LANGUAGE: Supports compliance and Kaiser Permanent’s Code of Conduct by adhering to federal and state laws and regulations, accreditation and license requirements, by policies and procedures. Responds appropriately to observed fraud and abuse.
Functional and Environmental Factors available upon request.
SCHEDULE: Variable Days and Hours
STARTING SALARY RANGE : $13.30 (Hourly)
- Kaiser Permanente is an AA/EEO employer -
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