Job Summary:
Under indirect supervision, provides clerical support to the department; diverse duties require limited knowledge of office management systems and procedures. Clerical duties may be assigned in accordance with the office procedures of individual departments and may include a combination of answering telephones, bookkeeping, typing or word processing, office supply ordering, office equipment operations, research, billing and filing, department/providers' payroll and typing of confidential documents.
Responsibilities/Essential Functions:
Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
Operates in a high volume, highly structured call center environment by responding to incoming calls and follow ups on outgoing calls left on message lines.
Uses tact and diplomacy in handling difficult interactions with members.
Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.
Answer and screens departmental telephone calls; responds and expedites requests; and takes messages.
Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment utilizing appropriate to guidelines.
Determine if calls are urgent or emergent by listening to the member, following established guidelines and then transferring the call to the appropriate individual.
Schedule and verify appointments for respective referrals, waiting lists, repeat benefited customers and outreach to selected patient members.
Prioritizes member needs and offers alternatives to members when appropriate
Must perform all of the above duties while meeting established standard of performance for quality and productivity.
Performs clerical duties which may include processing self-referral requests, calling patients and booking appointment for specialty appointments, calling members to cancel, remind, and reschedule appointments.
Provide patient/visitor reception and end of visit checkout. Perform cashier functions related to patient revenue.
Post charges, payments and adjustments as related to patient revenue. Perform retail services.
Receive and batch documents for data entry. Perform data entry.
Complete and organize standard forms and documents to support the business unit.
Process materials, product orders; maintain, receive and store departmental inventory of materials, products and supplies; corrects discrepancies.
Maintain departmental logs.
Assist with work that supports the provider’s practices and perform assigned duties as needed to ensure high quality customer service.
Research and resolve assigned Health Connect work queues.
Compile department statistics and prepare reports and charts.
Prepare provider schedules, where applicable.
Act as a resource for other employees.
Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.
Perform other related duties as assigned including special projects.
Grade 5
Qualifications:
Minimum Education
High School Diploma/GED.
Minimum Work Experience and Qualifications:
One year work experience in medical environment to include screening of patients requests according to medical guidelines, for the purpose of determining appropriate services & appointment types. OR One year work experience to include determination of applicable fees, charges by scrutinizing complex fee schedules, effective collection of set fees & charges. High degree of accuracy required. Proven communication skills, verbal/written. Ability to work independently, organize & complete work with minimal supervision. Ability to exercise good judgment, perform work effectively & cooperatively. Good attendance record. Must be able to work in a Labor/Management Partnership environment.