Medical Assistant Service Representative

Medical Assistant Service Representative

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Provides cross-functional support to include core Service Representative duties, Medical Assistant duties, in a coordinated, team-based, flexible delivery system in ambulatory settings. Position will be able to proactively respond and transition to multiple cross-functional duties throughout the day to adapt to fluctuations in volume, patient, staffing, and operational needs.

• Core Duties of a Service Representative:
  Acts as first point of contact for Kaiser Permanente members/patients and assists members/patients through registration process under minimal direct supervision. Practices proper cash handling and reconciliation processes in accordance with established policies and guidelines. Develops and sustains productive member/patient relationships. Actively seeks information to understand member/patient circumstances, problems, expectations, and needs. Establishes and builds rapport and cooperative relationships with the public/members/staff.
  
  Responds quickly to meet member/patient needs and resolve problems using good judgment. Functionality may differ based upon operational setting.
• Customer Service (Greeting, navigating, instructing/educating):
  Greets members/patients and provides reception services, to include directing and assisting members in navigating through the medical center. Provides way finding to appropriate care locations/departments as availability allows. Provides direction and instructional guidance to patients who are unable to perform check-in services independently via KP interactive and emerging technologies. Provides coordination of services to address member needs related to benefits, finance and other member services utilizing available technology.
  
  Provides reception for designated area(s); verifies patients visit with pre-established appointment scheduling; registers patients; verifies and selects appropriate insurance coverage including confirmation of alternate insurance and assists members at designated KP interactive and emerging technologies and on all Kaiser Permanente sponsored electronic devices and technologies. Provides patient information to family members, following established patient confidentiality guidelines. Provides patients with assistance and education with regards to the use of KP interactive and emerging technologies.
  
  Demonstrates flexibility when addressing various member issues and needs related to operations and member services. Follows KP Service Standards.
• General
  
  Job Functions:
  
  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. Ensures current schedules are accurate, makes authorized changes as appropriate. Verifies members benefits, notifies member of applicable cost share and updates patient demographics information to include all patient registration and billing information. Escalates any issues as appropriate.
  
  Directs patients to waiting areas. Obtains relevant information to determine priority appointment time/date, confirms appointment changes due to cancellations and notifies patients of available alternate times, schedules/registers for follow-up appointments, tests and procedures. Answers calls and relays messages to staff. Distributes questionnaires, various medical/authorization/insurance forms, patient communication materials, and completes statistical reports as requested. Provides patient instructions as appropriate. Performs 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 area 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…