Team Service Coordinator II

Description: Job Summary:

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 members requests in an accurate and timely manner.

Essential Responsibilities:

• Under limited supervision provides clerical support to Physicians and staff.


• 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.


• At the direction of the clinical supervisor or staff nurses, ensures all parts of patients record necessary for transferring of patients to core and contracted hospitals are packaged prior to EMS arrival.


• Organizes, maintains and ensure sufficient downtime forms are readily available for use.


• Forwards and/or distributes various reports, forms, requisitions, requests and/or messages to other hospitals.


• Keep contact with HUB to ascertain status of bed requests and notify Clinical Supervisor or primary nurse.


• Notifies appropriate unit/department personnel of patient activity or status change and information related to patient care; observes strict confidentiality of patient and staff information.


• Schedules follow-up clinic appointments for discharged and AMA patients.


• In emergency situations, receives information/calls and responds according to established procedure; acts as runner during emergencies as directed by the Clinical Supervisor or designee.


• Keep QI board up to date with all current information.


• Other duties as assigned by Clinical Supervisor or nursing staff.

Basic Qualifications:

Experience

• Minimum one (1) year Medical experience.

Education

• High School Diploma or General Education Development (GED) required.

License, Certification, Registration

• Basic Life Support required at hire

Additional Requirements:

• Positive can do attitude. Able to follow instruction. Critical thinking skills, with ability to problem solve independently and work well in a patient care team environment.


• Organize and incorporate multiple tasks and skills with a high level of accuracy and efficiency with minimal assistance and within designated working hours.


• Satisfactory written and verbal communication skills. Conversant in English and able to accurately document patient information. Detail-oriented, accurate documentation skills.


• Knowledge of proper body mechanics, safety measures and infection control, clinically astute.


• Able to identify opportunities to provide outstanding patient experience through teamwork, communication, coordination and a constant awareness of patient and family centered care.


• Unit clerk experience.


• Previous hospital experience or documented coursework including knowledge of medical terminology.

Preferred Qualifications:

• Certified Medical Assistant Diploma, Medical Front Office Diploma.

Notes:

• FTE Request # FTE-REQ007792


• Approval Code- FTE-APP415060

Primary Location: Georgia,Duluth,Gwinnett Medical Offices II
Scheduled Weekly Hours: 30
Shift: Evening
Workdays: Sun, Mon, Tue, Wed, Thu, Fri, Sat
Working Hours Start: 12:00 PM
Working Hours End: 10:00 PM
Job Schedule: Part-time
Job Type: Standard
Worker Location: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: GTC|UFCW|Local 1996
Job Level: Entry Level
Department: Gwinn Comprehensive Med Center - Urgent Care-Outpatient - 2808
Pay Range: $20.85 - $26.41 / 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: Yes, 10 % of the Time
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

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