Medical Office Coordinator
5 days ago
As a Medical Office Coordinator at Kaiser Permanente, you will be the first point of contact for our members and patients. Your primary focus will be on providing exceptional customer service while assisting with registration, cash handling, and other administrative tasks under minimal supervision. You will practice proper cash handling and reconciliation processes in accordance with established policies and guidelines. To succeed in this role, you must be able to develop and sustain productive relationships with our members and patients, respond quickly to meet their needs, and resolve problems using good judgment.
Key Responsibilities:
* Uphold Kaiser Permanente's policies and procedures, principles of responsibilities, and applicable state, federal, and local laws.
Customer Service:
* Greet members/patients and provide reception services, including directing and assisting them in navigating through the medical center. Provide wayfinding to appropriate care locations/departments as availability allows. Provide direction and instructional guidance to patients who are unable to perform check-in services independently via KP interactive and emerging technologies.
* Provide coordination of services to address member needs related to benefits, finance, and other member services utilizing available technology.
* Provide reception for designated areas; verify patient visits with pre-established appointment scheduling; register patients; verify and select appropriate insurance coverage, including confirmation of alternate insurance, and assist members at designated KP interactive and emerging technologies and on all Kaiser Permanente-sponsored electronic devices and technologies.
* Provide patient information to family members, following established patient confidentiality guidelines.
* Provide patients with assistance and education regarding the use of KP interactive and emerging technologies.
* Demonstrate flexibility when addressing various member issues and needs related to operations and member services.
* Follow KP Service Standards.
Additional Duties:
* Schedules member and non-member appointments and follow-ups by telephone, mail, electronically, or in person, utilizing Kaiser Permanente's computer systems as directed by provider or pre-established protocol.
* Ensure current schedules are accurate, make authorized changes as appropriate.
* Verify member benefits, notify members of applicable cost share, and update patient demographics information, including all patient registration and billing information. Escalate any issues as appropriate.
* Direct patients to waiting areas. Obtain relevant information to determine priority appointment time/date, confirm appointment changes due to cancellations, and notify patients of available alternate times. Schedule/register for follow-up appointments, tests, and procedures.
* Answer calls and relay messages to staff.
* Distribute questionnaires, various medical/authorization/insurance forms, patient communication materials, and complete statistical reports as requested.
* Provide patient instructions as appropriate.
* Perform related clerical duties as required, such as direct booking, copying, etc.
* Performs related clerical duties in support of Clinic Strategic Goals and Proactive Office Encounters.
* Provides telephone reception for designated areas by screening and referring incoming calls to appropriate staff; takes and relays messages; gives out general or procedural information.
* May assist in orienting new employees.
* Maintains courteous relations with patients and staff.
* Follows Labor Management Principals.
* May perform other duties as required.
Cash Handling:
* Follows Kaiser Permanente cash safeguarding and cash handling policies and procedures.
* Determines and collects appropriate payments for services and products (where applicable) rendered as required per health plan coverage and the established fee schedule; informs members of account balance information; collects and documents in the computer system receipt of a variety of financial and non-financial forms and reviews with members as appropriate; directs patients to waiting areas.
* Carries out appropriate cash control procedures of balancing total revenue received with computer system cash drawer to ensure accuracy; completes closing process in the computer system and deposits daily revenue securely in safe.
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