Appointment Clerk - DI Call Center - Oahu, Hawaii
Primary Location Honolulu, Hawaii
Worker Location Onsite
Job Number 1338138 Date posted 02/21/2025
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Description:
Job Summary:
Under direct supervision, monitors receipt of requisitions for all diagnostic imaging procedure/exams and schedules/forwards appropriately; greets and schedules patients for diagnostic imaging exams based on varying scheduling parameters depending upon modality; reviews written instructions with patient on pre-examination preparations; directs stat exam requests appropriately and confirms appointment; obtains current patient history as needed per modality/exam, verifies patient insurance coverage and quotes patient estimated copay amounts using provided estimator tools.
Essential Responsibilities:
- Schedule all services rendered in Diagnostic Imaging via incoming telephone calls and outgoing telephone calls. Greets and communicates with patients in a friendly, confident, and courteous manner conducive to personalized patient care environment; attempts to allay patients anxieties, fears, and concerns regarding procedures.
- Determines status and nature of scan/procedure; recognizes and responds appropriately to special circumstances and scheduling requirements based upon type of procedure and available resources; notifies patient of available appointment times; strives to prevent imaging conflicts due to varying imaging methods; expedites patient through proper channels.
- Verifies insurance coverage and plan benefit. Determines and explains cost for services rendered. Receives telephone requests from patients, nursing, and other clinical personnel; responds or forwards telephone requests as appropriate; answers questions regarding scheduling of appointments and examination preparations for all modalities at all clinics.
- Obtains, documents, and correlates clinical patient history pertinent to procedure being scheduled; transcribes physician orders and other pertinent information into Radiology Information System. Reviews written instructions with patient on-pre-examination preparations and forwards questions to technical staff as necessary; and explains importance of complying with preparations.
- Schedules pediatric cases with PATC as needed. Arranges Anesthesia support as needed, reviews written anesthesia instructions with patients and/or guardian, forwards questions to Ambulatory Surgery Center as needed. Provide feedback to referring physicians regarding patients who are delayed, fail to show, or are unable to be contacted.
- Determines and quotes patient co-pay or coinsurance fees using current quoting tool, according to patients health plan benefits coverage. Notifies manager or designee of significant delays or operational problems; refers problem situations and complaints to manager or designee.
- Receives, prioritizes, and relays incoming phone messages to various subsections and personnel within Diagnostic Imaging department; operates departmental paging system. Rotates through all scheduling modalities within Diagnostic Imaging, including Interventional Radiology/Angio.
- Cancels or reschedules patient appointments by telephone or correspondence; provides appropriate appointment and preparation information to ensure patient comprehension and satisfaction. Refers patients or guardians of patients with known claustrophobia back to physician for sedation order.
- Demonstrates knowledge, skills, and abilities necessary to provide care and/or service to patient demographics served.
- Demonstrates knowledge, skills, and abilities necessary to provide culturally sensitive care and/or service.
- Performs other duties and accepts responsibility as assigned.
Basic Qualifications:
Experience
- One (1) year clerical experience in healthcare facility.
- Two (2) years customer service experience.
Education
- High school diploma or equivalent combination of education (lesser) & experience may be considered in lieu of requirements.
License, Certification, Registration
- N/A
Additional Requirements:
- Type 40 wpm.
- Computer experience.
- Demonstrated knowledge of and skill in customer service, adaptabiliity, detail oriented, multi-tasking, prioritization, interpersonal relations, oral communication, written communication, teamwork, problem solving, systems thinking.
- Demonstrated knowledgge of and skill in Microsoft Office, and databae PC applications.
- Talking to patients, co-workers (internal and external), and vendors over the phone.
- Reading, writing, speaking and understanding English.
- Training/giving and receiving instructions.
- Mathematical ability, attention to detail (e.g. organization, prioritization, proofing), concentration and alertnes.
Preferred Qualifications:
- Medical Assistant.
- Experience in Diagnostic Imaging.
- Experience in a call center.
- Post high school course work in Medical Terminology.
- Post high school course work in Anatomy
Primary Location: Hawaii,Honolulu,Moanalua Ewa Nursing Tower
Scheduled Weekly Hours: 24
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri *days vary
Working Hours Start: 08:00 AM
Working Hours End: 04:30 PM
Job Schedule: Part-time
Job Type: Standard
Worker Location: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: HL5|UNITE HERE|Local 5
Job Level: Entry Level
Department: Moanalua Medical Center - Recovery -PACU - 1201
Pay Range: $25.1 - $27.89 / hour
The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted.
Travel: No
On-site: Work location is on-site (KP designated office, medical office building or hospital).
Worker location must align with Kaiser Permanente's Authorized States policy.
At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
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. Submit Interest
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. Submit Interest
