Team Service Coordinator II
- 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.
- Minimum one (1) year Medical experience.
- High School Diploma or General Education Development (GED) required.
- Basic Life Support required at hire
- 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.
- Certified Medical Assistant Diploma, Medical Front Office Diploma.
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