Operator, Central Communication

1 month ago

Duluth, United States Kaiser Permanente Full time
Job Summary:
The Central Communication Line serves as the primary source of communication linkage between hospitals and practitioners of health care. Under direct supervision of the Advice Nurse Supervisor, this position is responsible for ensuring timely and efficient practitioner to practitioner contact; hospital to practitioner contact; patient to hospital and/ or practitioner contact, etc. The CCL Operator serves to facilitate or assist with patient transfer and transport. The CCL Operator is also responsible for facilitating communication between the advice nurses in the Call Center and the On- Call Providers via the paging system. This position is also responsible for management of completed advice notes.
Essential Responsibilities:

    • Facilitates communication between practitioners and hospitals; practitioner to practitioner contact; staff to provider contact; department to department contact.

    • Maintains the After Hours Call Schedule Book.

    • Provides after hours call information to Call Center staff and others.

    • Maintains the Facility Maintenance Notebook updated.

    • Utilizes the Referral Consultant List to locate specialists within or outside of Kaiser Permanente.

    • Contacts Quality Resource Managers (QRM) when inpatient and/or outpatient services are needed.

    • Refers calls for member hospitalization to the Health Care Team or On-Call provider if after hours.

    • Maintains updated and accurate information on core hospitals diversion status.

    • Maintains confidentiality of patient medical and demographic information.

    • Obtains and documents appropriate patient information.

    • Redirect patient calls appropriately.

    • Participates in Quality Improvement Activities.

    • Receives, stores and distributes materials and supplies.

    • Participates 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.

    • Ensures that Problem-Focused Advice Notes are copied and in sufficient quantities for nursing documentation.

    • Ensures that copies of all Call Center generated Advice Notes are archived and stored as per protocol.

    • Participates in training of new hires for CCL and cross training of Service Associates.

  • Assists with management of the Pharmacy Prior Authorization Line.

Basic Qualifications: Experience

    • One (1) year of experience in Call Center, or similar environment, with heavy telephone volume and direct interaction with internal and external customers.

Education
  • High School diploma.
License, Certification, Registration
  • N/A
Additional Requirements:
  • Working knowledge of PC required.
  • Complete a job specific assessment.
Preferred Qualifications:
  • Knowledge of medical terminology preferred.
  • Complete a job specific assessment.

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