Description |
!*!No matter what your job title, the work you do at Kaiser Permanente Georgia supports the health and well-being of our Atlanta-area members. That's because each of us-from our allied health professionals to our RNs-shares a commitment to providing the best possible care experience. Come build a rewarding career in an environment that supports your success. Join us and put your beliefs into practice.
The Team Service Coordinator is responsible for providing superior customer service for members who contact the health care team for a variety of non urgent requests to include the processing of forms, letters, laboratory and/or radiology results, referrals, and other administrative requests. Using approved guidelines, the Team Service Coordinator meets the needs of Kaiser Permanente members within one telephone call (e.g., "first call resolution.") The Team Service Coordinator will identify telephone calls which are medically urgent or which require medical advice, and transfer those calls to the appropriate functional area. The Team Service Coordinator is also responsible for clear and appropriate documentation of all phone calls, and will document the actions taken to complete members' requests. The Team Service Coordinator coordinates with all members of the healthcare team, including physicians and nurses, as well as a variety of other clinical and administrative departments in order to resolve member's requests in an accurate and timely manner.
Essential Functions:
- Receives, triages, and responds to telephone calls from members involving medical and administrative requests, including referrals, forms, letters, test results and facilitation of next steps with physicians, nurses, other departments and other outside providers.
- Documents all calls and requests from members in the appropriate system, including the electronic medical record. Prepares and processes customer requests which require further review or approval within the electronic medical record for completion by the appropriate health care providers.
- Follows up on telephonic and electronic messages regarding member requests. Completes outgoing phone calls, including follow-up from instructions left by Providers in the members electronic health record.
- Proactively identifies ways for Kaiser Permanente to improve customer service. Works in collaboration with other Kaiser Permanente departments and recommends changes to workflows, processes and systems to improve the coordination of member requests across all functional areas, the ease of use for telephone and messaging systems, and tasks performed within the scope of practice for all involved employees.
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Requirements |
Basic Qualifications:
- High School Diploma.
- 3-5 years working in an ambulatory medicine setting, pediatrics or internal medicine.
- Must be a team player, flexible, and willing to travel to various offices.
- Advanced knowledge of medical terminology; administrative skills including typing, faxing, filing, and answering multiple phone lines; advanced computer skills to include Microsoft word and excel; experience with an EMR.
- Excellent customer service skills, ability to work in a fast paced environment, ability to work under pressure and with multiple priorities; experience with GRITS system; excellent communication skills.
Preferred Qualifications:
- Certified Medical Assistant Diploma, Medical Front Office Diploma.
Primary Location: Georgia-Atlanta
Scheduled Hours (1-40): 40
Shift: Variable
Working Days: Sun-Sat/varies
Working Hours Start: 7:00AM/varies
Working Hours End: 7:00PM//varies
Schedule: Full-time
Job Type: Standard
Employee Status: Regular
Employee Group: UFCW - Local 1996
Job Level: Individual Contributor
Job: Patient Care Services (Non RN)
Public Department Name: Supplemental Staffing
Travel: Yes, 100% of the time
Job Eligible for Benefits: No
External hires must pass a background check/drug screen. We are proud to be an equal opportunity/affirmative action employer.
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