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Appointment Center Rep
Ref No.: 18-03351
Location: San Diego, California
Start Date / End Date: 05/14/2018 to 08/31/2018
Description:

Work in Call Center taking incoming calls from Healthcare Members. Book Appointments, send messages out to clinic, using PC systems, following guidelines from each Medical Department. Must be able to multi-task, work in a high volume environment, utilizing superior customer service skills to prove service to members.Must perform above duties while meeting established standards of performance for quality and productivity.
Additional Job Details
Top 3-5 Daily Responsibilities: 1. Books appointments (13 depts) 2. Composes detailed messages for KP Providers 3. Uses Customer Service Skills at all times Top 3-5 Required Skills: 4. Computer skills, ability to follow on line instructions 5. Excellent customer service skills/Team player 6. Punctual / Meets daily expected call volume Desired Skills: 7. Bilingual (Spanish/English) 8. Excellent customer service skills 9. Quick learner
Education
High School
Is a specific license of certification required?
No
Is a Motor Vehicle check required?
No
Is a Health Screen required?
Yes
Is a Physical Exam required?
No
Which department will this resource be working in?
Other
Hours per Day 8
Hours per Week 40
Total Hours 640.00

Attachments


Appointment Center Rep. -
Description:
Upholds Healthcare's 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 booking appointments, calling members to cancel and reschedule appointments.

Top 3-5 Daily Responsibilities:
  1. Books appointments (13 depts)
  2. Composes detailed messages for KP Providers
  3. Uses Customer Service Skills at all times
Top 3-5 Required Skills:
  1. Computer skills, ability to follow on line instructions
  2. Excellent customer service skills/Team player
  3. Punctual / Meets daily expected call volume
Desired Skills:
  1. Bilingual (Spanish/English)
  2. Excellent customer service skills
  3. Quick learner