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Coordinator, Customer Service

Kaiser Permanente

Duluth, GA

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JOB DETAILS
SALARY
$22.65–$29.26 Per Hour
SKILLS
Administrative Skills, Business Support, Calendar Management, Clinical Support, Co-Payments, Computer Skills, Conflict Resolution, Customer Experience, Customer Service Evaluation, Customer Support/Service, Data Entry, Demographics, Emergency Management, Financial Planning, Healthcare, Hewlett-Packard Product Family, Hospital/Healthcare Construction, Insurance, Inventory Management, Laboratory, Medical Assistance, Medical Office, Medical Records, Medical Treatment, Nursing, Office Equipment, Organizational Skills, Patient Registration, Payment Processing, Pharmacy, Policy Development, Procedure Development, Radiology, Reconciliation, Regulations, Telephone Skills, Time Management, User Interface/Experience (UI/UX)
LOCATION
Duluth, GA
POSTED
Today
Job Summary:
The Customer Service Coordinator (CSC) greets members in the medical office building (MOB) and creates an environment that makes internal and external customers feel welcome, comfortable and cared for. Supports clinical staff with back-office duties as assigned with general administrative work. Provides exceptional member experiences, maintains essential paperwork and records to support the business. Maintains a visible presence and assists members with their needs.
Essential Responsibilities:
  • Assist members with registration, verifying eligibility and updating demographic information, as necessary.
  • Process co-payment and regulatory front-end forms and assist members who qualify for Medical Financial Assistance by referring to Financial Counselor or Patient Registration Associate.
  • Answers member questions regarding co-pay, deductible, co-insurance, and deposits.
  • Proficient in Point of Service (POS), back-office copay, and outstanding balance (OSB) collection.
  • Practices proper cash handling, reconciliation, and end-of-day processes in accordance with established policies and guidelines.
  • Greets members in the MOB at Kiosk general areas and assists with wayfinding.
  • Proficient in Health Connect as related to their job duties.
  • Schedule appointments at the request of members/physicians, per established protocols, and provide pre-appointment instructions, as necessary.
  • Assists with patient navigation, as appropriate.
  • Adheres to record retention practices.
  • Documents quality issues and informs the appropriate personnel.
  • Follows appropriate procedures for medical and non-medical emergencies in the medical office building or campus.
  • Be Knowledgeable of Emergency Management Guidelines.
  • Maintains an awareness of how to report compliance issues and concerns.
  • Builds effective working relationships with all members of the healthcare team and other departments within HP/TSPMG.
  • Maintains a visible presence at assigned location during operating hours for duties.
  • Request and maintains supplies for the Kiosk and reception areas.
  • Support of back-office duties (i.e. answering phones, calling nurse/lab tech for IVs, coordinating patient transport, coordination with ancillary services (e.g. pharmacy, lab, radiology, instrument delivery and inventory management, assisting with room turnover, obtaining outside medical records, ordering referrals, scheduling appointments and stat tests) Maintains an awareness of how to report compliance issues and concerns.
  • May perform other duties as assigned.
Basic Qualifications:
Experience
  • Minimum one (1) year of work experience involving public contact, clerical, or cash handling.
Education
  • High School Diploma or General Education Development (GED) required.
License, Certification, Registration
  • N/A
Additional Requirements:
  • 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.
Preferred Qualifications:
  • Successful 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.
  • Must be able to work independently.


Primary Location: Georgia,Duluth,Gwinnett Medical Offices I
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri,
Working Hours Start: 01:00 PM
Working Hours End: 10:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: GTC|UFCW|Local 1996
Job Level: Entry Level
Department: Gwinn Comprehensive Med Center - Reception/Cashier - 2808
Pay Range: $22.65 - $29.26 / hour Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.
Travel: Yes, 10 % of the Time
On-site: Work location is on-site (KP designated office, medical office building or hospital). Worker location must align with Kaiser Permanente's Authorized States policy. Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.

About the Company

K

Kaiser Permanente

At Kaiser Permanente, we are relentless in our pursuit of excellence. Driven by our mission to provide the highest quality preventive medicine, we are committed to eliminating health care disparities, and to making lives better through innovation, technology, and research. Our desire to deliver the best possible care inspires us to promote wellness among our members, communities, and each other. It also fuels our belief that everyone — regardless of circumstance — deserves access to affordable care, which further drives our motivation to expand our reach. Founded nearly 80 years ago, our unique business model sets us apart — positioning us to drive improvements across the industry and around the world.
COMPANY SIZE
10,000 employees or more
INDUSTRY
Healthcare Services
FOUNDED
1945
WEBSITE
http://www.kp.org/careers

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