Team Service Coordinator II, PRN, Southwood Urgent Care

Description:
The Team Service Coordinator is responsible for providing superior customer service for members who contact the health care team for a variety of non-urgent requests to include the processing of forms, letters, laboratory and/or radiology results, referrals, and other administrative requests. Using approved guidelines, the Team Service Coordinator meets the needs of Kaiser Permanente members within one telephone call (e.g., first call resolution.) The Team Service Coordinator will identify telephone calls which are medically urgent or which require medical advice, and transfer those calls to the appropriate functional area. The Team Service Coordinator is also responsible for clear and appropriate documentation of all phone calls, and will document the actions taken to complete members requests. The Team Service Coordinator coordinates with all members of the healthcare team, including physicians and nurses, as well as a variety of other clinical and administrative departments in order to resolve members requests in an accurate and timely manner.

• Under limited supervision provides clerical support to Physicians and staff.


• Receives, triages, and responds to telephone calls from members involving medical and administrative requests, including referrals, forms, letters, test results and facilitation of next steps with physicians, nurses, other departments and other outside providers.


• Documents all calls and requests from members in the appropriate system, including the electronic medical record. Prepares and processes customer requests which require further review or approval within the electronic medical record for completion by the appropriate health care providers.


• Follows up on telephonic and electronic messages regarding member requests. Completes outgoing phone calls, including follow-up from instructions left by Providers in the members electronic health record.


• Proactively identifies ways for Kaiser Permanente to improve customer service. Works in collaboration with other Kaiser Permanente departments and recommends changes to workflows, processes and systems to improve the coordination of member requests across all functional areas, the ease of use for telephone and messaging systems, and tasks performed within the scope of practice for all involved employees.


• At the direction of the clinical supervisor or staff nurses, ensures all parts of patients record necessary for transferring of patients to core and contracted hospitals are packaged prior to EMS arrival.


• Organizes, maintains  and ensure sufficient downtime forms are readily available for use.


• Forwards and/or distributes various reports, forms, requisitions, requests and/or messages to other hospitals.


• Keep contact with HUB to ascertain status of bed requests and notify Clinical Supervisor or primary nurse.


• Notifies appropriate unit/department personnel of patient activity or status change and information related to patient care; observes strict confidentiality of patient and staff information.


• Schedules follow-up clinic appointments for discharged and AMA patients.


• In emergency situations, receives information/calls and responds according to established procedure; acts as runner during emergencies as directed by the Clinical Supervisor or designee.


• Keep QI board up to date with all current information.


• Other duties as assigned by Clinical Supervisor or nursing staff.