* Call Center Service Associate Bi-Lingual On-Call

Company Name:
Kaiser Permanente
Represents 3 positions
Receives incoming phone calls from patients, records appointment information, transfers calls to appropriate personnel according to protocol, & otherwise facilitates scheduling appointments for medical services. Makes members/patients & their needs a primary focus of one's actions; develops & sustains productive member/patient relationships. Actively seeks information to understand member/patient circumstances, problems, expectations, & needs. Builds rapport & cooperative relationship w/ members/patients. Considers how actions or plans will affect members; responds quickly to meet member/patient needs & resolves problems.
Essential Functions:
Receives patients' appointment requests; ascertains type of appointment needed, medical provider & time preference; refers patients' appointment requests to other medical office locations as necessary
Determines available appointment times; obtains & records patients' identification & appointment information on automated scheduling system
Cancels & verifies appointments at the request of patients
Answers inquires & provides information regarding appointment services & procedures; refers other inquires 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
Provides directions to patients in order to get to facilities; provides information about our division to members; & gives instructions to members per protocol
Maintains confidentiality & integrity of all computer data, appointment data, & information concerning departmental functions
Performs other duties as assigned
Position requires working closely w/ others; w/ constant noise & interruptions
In addition to defined technical requirements, accountable for consistently demonstrating service behaviors & principles defined by the KP Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives
Also accountable for consistently demonstrating the knowledge, skills, abilities, & behaviors necessary to provide superior & culturally sensitive service to each other, to our members, & to purchasers, contracted providers & vendors
Basic Qualifications:
1 year of customer service experience, including six months of telephone experience.
Bilingual Spanish speaking required. Must pass a bilingual proficiency assessment test. Employees in this role with receive a bilingual wage premium.
High school graduation or equivalent.
Familiarity with personal computers and mainframe computers and their applications, including basic keyboarding skills.
Demonstrated customer service skills, customer focus abilities and the ability to understand Kaiser Permanente customer needs.
Preferred Qualifications:
Medical terminology preferred
COMPANY Kaiser Permanente
TITLE Call Center Service Associate Bi-Lingual On-Call

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