Specialty Appointment Clerk

Preferred Skills: Outstanding communication, phone and computer skills. Must be able to multitask. Days off may vary. Purpose of Job To provide high quality customer service via the telephone to Kaiser Permanente members and to assist patients in obtaining Specialty care and Ancillary Services throughout Kaiser Permanente and Network affiliates. This position consistently supports compliance and Kaiser Permanentes Code of Conduct by adhering to federal, state and local laws and regulations, accreditation and licenser requirements and Kaiser Permanentes policies and procedures. 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." Duties and Responsibilities 1. Verifies eligibility of both new and existing patients using the patient data when necessary, inputs data and obtains medical record numbers in accordance with pre-enrollment procedures. 2. Schedules appointments by utilizing the appropriate scheduling applications at the request of patients and providers, in accordance with established Regional Guidelines for each department. Informs patients of appointment data and gives pre-appointment instructions as necessary. Supports continuity of care for the Specialty Providers and Ancillary Service Departments. Helps process schedule changes, cancellations and rescheduling of appointments as necessary. 3. Answers and screens telephone calls, takes messages, or forwards call as appropriate. Views internal and external referrals and network provider information, pharmacy, appointment history, benefit eligibility patient information, lab orders, x-ray orders/results to ensure timely receipt of films to specialists, provider schedules, provider notes for specific scheduling information as needed, and cancellation of appointments. 4. Maintains and updates the Regional Scheduling Guidelines. 5. Takes requests for future appointments and documents in the appropriate application for follow-up. 6. Informs the supervisor of any patient requiring immediate attention. 7. Notifies appropriate personnel of malfunctioning equipment (printers, computers, etc.). 8. Assists in training program for new employees. 9. Performs other related duties as assigned. Minimum Qualifications Experience . One year experience of high volume customer service capacity required. . Typing 25 WPM required. Education and Training . High school diploma or equivalent required. . Medical Terminology preferred. License, Certifications, Other Credentials . N/A

Please refer to job code 1203250 when responding to this ad.

Category:	Office Employment
	> Clerical
Location:	Baltimore, MD
County:	Baltimore City County
ZIP Code:	21201
Pay Rate:	Open
Job Terms:	full time
Company:	Kaiser Foundation Health Plan, Inc.
Phone:	email only please
Fax:	email only please