Appointment Center Service Representative Onsite El Cajon - 10:30am to 7:00pm

Remote, USA • Full-time • Posted 2026-05-04

About the position

Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities, and applicable laws.
Operates in a high volume, structured Appointment Center environment by responding to incoming calls.
Works in a personal computer environment with multiple departments.
Uses guidelines and protocols to meet member needs effectively.
Determines the type of appointment requested and schedules accordingly.
Prioritizes member needs and offers alternatives when appropriate.
Utilizes superior customer service skills to diffuse difficult member encounters.
Handles urgent or emergent calls by transferring them to the appropriate department.
Composes messages for medical staff based on member requests.
Responds courteously to general questions using online databases.
Identifies ways to improve service quality and recommends changes.
Performs clerical duties such as assigning primary care physicians and booking appointments.

Two or more years of customer service experience or personal computer experience.
Successful completion of the Call Center Simulation Test.
High school graduate or equivalent.
Must be able to read and write English.
Demonstrated knowledge of medical terminology.