Kaiser Permanente PRN (float) CSC - Town Park in Kennesaw, Georgia
The Customer Service Coordinator (CSC) creates an environment that makes our patients feel welcome, comfortable and cared for during the visit; providing a first and a lasting member impression. This role requires knowledge of company operations, excellent communication skills, decision making skills, teamwork, resourcefulness and a sincere desire to serve our members; creating an outstanding patient experience. It is essential that the CSC continually updates the Health Care teams and patients about the status of their visit, including wait times, delays, or special communications. This individual provides registration (check-in, check-out, order entry, scheduling) functions and maintains essential paperwork, records, and payment transactions that support the revenue stream. The CSC will actively participate in achieving the organization's regional commitment to outstanding customer service.
Delivering exceptional customer service: Establishes and maintains positive relationships with internal and external customers utilizing service related techniques. This includes calling members by name, using standard greetings, smiling, communicating expected wait times and showing empathy for members when necessary. Maintains friendly and positive body language, voice tone, and word choices to demonstrate compassionate and genuine patient care. Demonstrates proficiency in Kaiser Permanente models of customer service behavior. Actively follows the C.A.R.E. steps to ensure consistent service delivery. Actively follows the A.H.E.A.R.T steps to ensure consistent service recovery. Makes the customer the top-most priority in relation to all other work. Completes a variety of tasks while ensuring the customer is never neglected. Complies with rules and regulations while ensuring that customer care is delivered at the highest possible caliber. Creates a 'concierge-quality' presence at the workspace by delivering announcements in a clear and confident manner, offering assistance immediately to all who enter the workspace, walking customers at least part way to their destinations when possible, and always finding answers to questions. Participates fully in the Communicating with C.A.R.E. training program and demonstrates behavior in accordance with KPGA Service Behavior Standards. Remains professional by adhering to KP professional appearance standards, by avoiding personal habits while in customer view (e.g. eating, drinking, personal conversations, cell phone use, etc), and by making culturally-competent adjustments in etiquette to meet customer needs.
Performing necessary front desk functions: Maintains a visible presence at the reception desk during operating hours for registration duties. Provides assistance for member's by scheduling appointments, follow up appointments and outbound calls, thank you notes, etc. Processes co-payments and regulatory front end forms accurately. Exhibits competency in Health Connect (patient registration). Assists and educates members by answering questions regarding patient co-pay, deductible, co-insurance and/or deposit as applicable. Follows policy and procedures for obtaining change bags and end of the day process. Maintains a quality service area by keeping the waiting and work areas clean and orderly. Adheres to record retention practices. Responsible for maintaining accurate timesheets and following established policies and procedures pertaining to TALX. Builds effective working relationships with physicians/staff and other departments within the health plan. Identifies and reports problems and inefficiencies in existing system and recommends changes where appropriate to the supervisor or administration. Participates in annual regional and department compliance training. May perform other duties as assigned.
Be informed/provide information: Provides information to members/customers regarding outstanding balances. Monitors waiting area for members (i.e. waiting room caution list). Documents quality issues and communicate to supervisor. Participates in internal inspections, being prepared to answer inspectors' questions in a satisfactory manner. Completes all mandatory training, policy/procedure review and competency requirements. Keeps front desk and waiting area neat and stocked with supplies and in date patient information. Knowledgeable and compliant with regional personnel policies and procedures. Knowledgeable of Medical Emergency Relief Fund specifics policy and procedures. Maintains an awareness of how to report compliance issues and concerns. Provides information related to Kaiser Permanente initiatives( i.e. kp.org).
- Minimum three (3) years of experience performing customer service responsibilities such as greeting customers, registration, admitting, billing/collections, appointment scheduling, cash handling experience, knowledge of managed care.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
Completion of Customer Service Assessment.
Basic computer skills, including data entry experience and familiarity with general office equipment and software.
Ability to conform to established policies and procedures as required.
Conflict resolution skills.
Must be able to work independently.
Must have history of being on time and good attendance.
Experience within a health care setting preferred (i.e. insurance, managed care industry, medical terminology, Medical Assistant experience).
Knowledge of financial transactions.
Knowledge of electronic medical record experience (i.e. EPIC ).
Familiar with HIPAA guidelines (patient privacy).
Customer service aptitude demonstrated through Customer Service Assessment.
- Position will float within WSA.
TITLE: PRN (float) CSC - Town Park
LOCATION: Kennesaw, Georgia
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.