Central Communication Line Operator

4 weeks ago

Duluth, Minnesota, United States Kaiser Permanente Full time
Job Summary:
The Central Communication Line serves as the primary source of communication linkage between hospitals and healthcare practitioners. Under direct supervision of the Advice Nurse Supervisor, this position is responsible for ensuring timely and efficient communication between practitioners, hospitals, and patients. The CCL Operator facilitates or assists with patient transfer and transport, and is responsible for managing completed advice notes.

Key Responsibilities:
  • Facilitate communication between healthcare practitioners and hospitals.
  • Maintain the After Hours Call Schedule Book.
  • Provide after hours call information to Call Center staff and others.
  • Maintain the Facility Maintenance Notebook updated.
  • Utilize the Referral Consultant List to locate specialists within or outside of Kaiser Permanente.
  • Contact Quality Resource Managers (QRM) when inpatient and/or outpatient services are needed.
  • Refer calls for member hospitalization to the Health Care Team or On-Call provider if after hours.
  • Maintain updated and accurate information on core hospitals diversion status.
  • Maintain confidentiality of patient medical and demographic information.
  • Obtain and document appropriate patient information.
  • Redirect patient calls appropriately.
  • Participate in Quality Improvement Activities.
  • Receive, store, and distribute materials and supplies.
  • Participate in special projects, studies, and other activities as directed.
  • Responsible for distribution of Call Center Advice Notes to each facility.
  • Responsible for daily faxing of Emergency Room referral advice notes, by Primary Care Provider to each medical office.
  • Responsible for daily distribution of On-Call Provider list to the nursing staff.
  • Ensure that Problem-Focused Advice Notes are copied and in sufficient quantities for nursing documentation.
  • Ensure that copies of all Call Center generated Advice Notes are archived and stored as per protocol.
  • Participate in training of new hires for CCL and cross training of Service Associates.
  • Assist with management of the Pharmacy Prior Authorization Line.
Requirements:
  • One (1) year of experience in Call Center, or similar environment, with heavy telephone volume and direct interaction with internal and external customers.
  • High School diploma.
Preferred Qualifications:
  • Working knowledge of PC required.
  • Knowledge of medical terminology preferred.

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