Kaiser Permanente Temp, Workforce Health PSR in Atlanta, Georgia
Supports and coordinates the member service functions and administrative support within a Medical Office Building and assigned service area, under the supervision of the Operations Manager. Responsible for creating an environment that makes our patients feel welcome, comfortable and cared for during the visit Responsible for business functions related to registration, Release of Information and Business Office processes. Supports the member experience by providing registration services (check-in, check-out, order entry, scheduling), insurance forms and payment transactions that support the revenue stream. Supports member concerns, assistance with benefits, and assistance with navigation through the delivery system. Supports service, quality, and affordability initiatives for an assigned service area in an effort to optimize operational excellence by meeting and/or exceeding established regional targets. Must be able to work independently, self-motivated with great initiative and the ability to manage and prioritize multiple projects simultaneously.
Essential Responsibilities: - Member Support: Directs and advises customers and other visitors of general information and services within the facility and within the assigned geographic service area. Ensures internal and external customers and visitors are greeted and assisted in a service-oriented manner, timely, and accurately. Demonstrates proficiency in Kaiser Permanente defined models of customer service behavior. Actively follows the C.A.R.E. and AIDET steps to ensure consistent service delivery. Actively follows the A.H.E.A.R.T steps to ensure consistent service recovery. Manages service recovery, member and non-member concerns and regional and facility crisis/non-crisis situations. Exemplifies excellent customer service skills and calm, solution-oriented approach when responding to emergency situations. Consults with Area Operations Director, Operations Manager, Nurse Manager or other resources during crisis intervention. Creates a 'concierge-quality' presence at the workspace by delivering announcements in a clear and confident manner, offering assistance immediately to all who enter the workspace, walking customers at least part way to their destinations when possible and by keeping the waiting and work areas clean and orderly. Monitors waiting area for members (i.e. waiting room caution list). Provides assistance to members by scheduling appointments, outreach calls and providing information to schedule routine and internal specialty appointments related to the referral process. Provides assistance to members who need Release of Information processing (Form completion and general questions). Maintains access to member services information and assists members with general questions concerning their benefits and coverage. - Revenue Cycle: Maintains a visible presence at the reception desk during operating hours for registration duties. Provides assistance for members by scheduling appointments, follow up appointments and outbound calls, thank you notes, etc. Processes co- payments, all revenue collections and regulatory front end forms accurately. Provides assistance for members who qualify for Medical Emergency Relief Fund/Medical Financial Assistance and process funds according to policy. Assists and educates members by answering questions regarding patient co-pay, deductible, co-insurance and/or deposit as applicable. Follows policy and procedures for obtaining change bags and end of the day process. Provides information to members and customers regarding outstanding balances and direct members to the appropriate check out process. Builds effective working relationships with physicians/staff and other departments within the health plan. Identifies and reports problems and inefficiencies in existing system and recommends changes where appropriate to the supervisor or administration. Exhibits competency in Health Connect (patient registration). Participates in annual regional and department compliance training. Assures area is in compliance with regulatory guidelines and is prepared for surveys and audits, including but not limited to, DHR, EHS, NCQA, WPS, SOX. - Facility Support: Assist with coordinating medical office meetings/events that require scheduling, activities with participants, catering, technical Audio/Visual resources, maintenance and teleconferencing. Assist with Operational processes by ensuring opening/closing procedures are followed in the medical offices within the service area (Opening/Closing MOB doors). Supports the Total Health Environment (THE), our Brand and Member Experience by complying with THE principles, utilizing appropriate Brand template and supporting medical office tours within the services area. Assist in resource management of office supplies, inventory of IT devices (Audio/Visual equipment, pagers, Black berry, and laptops), business meals and other required materials for Medical Office Administration. Partners with Clinical Affairs/Preventive Health to order health education materials, health prevention displays and assist with scheduling and coordinating healthy living classes within the region. - Auxiliary Support: Coordinates mail, courier service and security services in collaboration with regional staff. Adheres to record retention practices. Completes all mandatory training, policy/procedure review and competency requirements. - Community Outreach: Supports strategic partnerships with Marketing and Broker Relations, focusing on facility tours, open house activities, and enhanced broker relationships. Represents the organization in local community functions.
Qualifications: Basic Qualifications: Experience - Minimum of five (5) years of experience performing customer service responsibilities such as greeting customers, registration, admitting, billing/collections, appointment scheduling, cash handling experience, knowledge of managed care. Education - Associate's degree in related field OR two (2) years of experience in a directly related field. - High school diploma or General Education Development (GED) required. License, Certification, Registration - Certificate in medical terminology required within six (6) months.
Additional Requirements: - Completion of Customer Service Assessment. - Effective written and oral communication skills. - Ability to conform to established policies and procedures as required. - Conflict resolution skills. - Must be able to work independently. - Must have history of being on time and good attendance. - Basic computer skills, including data entry experience and familiarity with general office equipment and software.
Preferred Qualifications: - Bachelor's degree regardless of years of experience.
COMPANY Kaiser PermanenteTITLE Temp, Workforce Health PSRLOCATION Atlanta, GAREQNUMBER 594824
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.