Under indirect supervision, processes requisitions & contacts health plan members to schedule appointments for various exams in the Imaging Department such as Magnetic Resonance Imaging (MRI), Computer Tomography (CT), Fluoroscopy, Ultrasound, General Radiology & Mammography; provides thorough instruction, pre screens & responds to member's questions regarding preparations for exams per established guidelines; provides reception for designated area; performs cashiering functions as well as others duties required.
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Essential Functions:
Upholds Kaiser Permanente's Policies & Procedures, Principles of Responsibilities & applicable state, federal & local laws.
Customer Service: Is responsive to the needs of others by maintaining a professional behavior toward members & coworkers and creating a positive image for the department, as demonstrated by.- Willingness to take the initiative to resolve member issues.
- Handling a high number of member contacts.
- Dealing w/ customer complaints in a positive way.
- Providing compassionate service.
- Treating coworkers w/ respect and appreciation.
- Fostering teamwork & thinking positively.
- Identifies the impact of cultural diversity & lifestyle choices on patient condition & makes accommodations for such differences.
- Demonstrates competency & understands the overall operational functions of the department to include all reception duties & cashier functions.
- Demonstrates personalized service to each member checking in.
- Greets member properly & courteously w/ eye contact & a pleasant expression & tone of voice.
- Handles the check in process correctly including processing paperwork, proper additional forms & instructions to appropriate waiting.
- Demonstrates ability to answer telephone calls from health plan members in a manner that is both helpful & sensitive to the needs of the patient.
- Answers telephones & documents messages accurately & completely.
- Demonstrates a clear understanding of physician schedules & assignments & conveys accurate information regarding department administration.
- Demonstrates accurate skill when cashiering to include knowledge of close out procedure, billing, co-payments & fees.
- Consistently handles member (either checking in or on the telephone) in a timely manner.
- Demonstrates competence & understands the overall operational function of the department to include scheduling of patient appointments by telephone, mail or in person utilizing OPAS.
- Demonstrates skill in scheduling appointments to include entering the slot letter associated w/ the accepted appointment date/time; entering accurate target date & entering proper remarks associated w/ the appointment.
- Demonstrates skills required for canceling appointments.
- Demonstrates knowledge & competency described in the Service Representative Criteria Manual dated 1991.
- Effectively instructs member of all or any preparation for procedure.
- Consistently handles member (either checking in or on the telephone) in a timely manner.
- Consistently meets the standards for answering incoming calls (appointment center) set by the department average.
- Age Specific Criteria: Demonstrates an understanding of the cognitive, physical, emotional & chronological maturation process in delivery of services to patients of the age group served.
- Assume other activities & responsibilities from time to time as directed.
Basic Qualifications:
One (1) year customer service/reception experience.
Experience w/ OPAS or other appointment scheduling systems.
Experience working in a medical setting.
Experience using multi line telephones.
Familiarity w/ computers & other office machines.
Notes:
Bilingual (English/Spanish) Level I required.
Must successfully pass or have passed the bilingual test (within the last 12 months), or be active in the QBS program.
Scheduled work hours per week will be 20-32.
PrimaryLocation : California,San Diego,Mission Trail Medical Records
HoursPerWeek : 21
Shift : Day
Workdays : Mon, Tue, Wed, Thu, Fri
WorkingHoursStart : 08:35 AM
WorkingHoursEnd : 05:05 PM
Job Schedule : Part-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : B09|OPEIU|Local 30
Job Level : Entry Level
Job Category : Administrative & Support Services
Department : ZION MEDICAL CENTER - Radiology-General - 0806
Travel : No
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
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