Appointment Center Service Representative
Kaiser Permanente
San Diego, CA
Full-time
Posted Mar 19, 2026
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via Kaiser Permanente Careers
Job Description
red 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 which may include assigning new members a primary care physician, calling patients and booking appointments for specialty appointments, calling members to cancel and reschedule appointments.
• Assume other activities and responsibilities from time to time as directed.
• 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 which may include assigning new members a primary care physician, calling patients and booking appointments for specialty appointments, calling members to cancel and reschedule appointments.
• Assume other activities and responsibilities from time to time as directed.
Qualifications
Benefits
Responsibilities
- • This position provides high level member assistance by scheduling various appointments requested, transferring calls appropriately, composing messages and providing general information
- • Upholds Kaiser Permanentes 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 which may include assigning new members a primary care physician, calling patients and booking appointments for specialty appointments, calling members to cancel and reschedule appointments
- • Assume other activities and responsibilities from time to time as directed