Kaiser Permanente *Intake Scheduler - Part time, Fair Oaks Call Center in Fairfax, Virginia
Provides high quality telephone customer service to Kaiser Permanente members. Assists patients in obtaining behavioral health services, scheduling routine new evaluations, and follow-up medication management appointments.
APPROVED @ 3/1/2018 OPEIU JEC MEETING
Screens incoming telephone calls using scripted prompts. Identifies member with a particular product and/or delivery system and guides member to appropriate services. Refers inquiries to appropriate Behavioral Health Providers in accordance with established guidelines.
Transfers emergency calls and members fitting a predetermined list of symptoms to appropriate Behavioral Health Provider. Promptly recognizes when a call is outside of the scope of the position and transfers it to the appropriate provider or supervisor.
Identities callers with special needs. Uses the TDD machines and AT&T language line as needed.
Reviews members' demographics to determine eligibility. Verifies accuracy of and makes changes to demographics as needed.
Schedules routine new evaluations with psychotherapists substance abuse counselors, and psychiatrists and follow-up medication management appointments, ensuring that all appointments adhere to established guidelines. Assists members with canceling and rescheduling appointments and reconfirming appointments.
Uses specialized software systems, including the membership database and appointment scheduling system, and enters summary documentation of telephone contact in PACE.
Manages a high volume of telephone calls and interacts with all callers in accordance with established customer service and quality standards.
Performs other related duties as directed.
One (1) year of experience in a high phone volume, customer service environment required.
Data entry experience required.
- High School Diploma required.
License, Certification, Registration
Ability to communicate effectively and courteously with patients and staff.
Ability to understand and implement instructions received from providers and managers.
Required to pass a typing test with 25 wpm.
Proficiency in the use of applicable computer software.
Typing 25 WPM required.
Experience in mental health preferred.
Typing 35 WPM required.
Bachelor's degree preferred.
TITLE: *Intake Scheduler - Part time, Fair Oaks Call Center
LOCATION: Fairfax, Virginia
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.