Medical Assistant Service Representative
Primary Location Tehachapi, California
Worker Location Onsite
Facility Tehachapi Medical Offices
Job Number 1340897 Date posted 04/01/2025
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Description:
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.
Job Summary:
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.
Essential Responsibilities:
- 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 wayfinding 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 Permanentes 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 patients demographics information to include all patient registration and billing information. Escalate 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 Labor Management Principals. May perform other duties as required.
- Cash Handling: Follows Kaiser Permanente cash safeguarding and cash handling policies and procedures. Determines and collects appropriate payments for services and products (where applicable) rendered as required per health plan coverage and the established fee schedule; informs member of account balance information; collects and documents in the computer system receipt of a variety of financial and nonfinancial forms and reviews with members as appropriate; directs patients to waiting areas. Carries out appropriate cash control procedures of balancing total revenue received with computer system cash drawer to ensure accuracy; completes closing process in the computer system and deposits daily revenue securely in safe.
- Medical Assistant Duties: Medical Office Assistants, under direct supervision, perform routine patient care, technical and supportive functions in a medical office or clinical setting. The MOA supports the philosophy and complies with the protocols, policies and procedures of the Organization and the assigned Medical Office Department. Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws. Representative Tasks: Perform routine patient care functions as prescribed by licensed health care providers following established clinical protocols, policies and procedures within their scope of education, training and responsibilities Facilitate and organize the practice of their assigned physician(s) and/or other health care professional(s). Perform routine clerical functions as assigned (making appointments, chart management, telephone calls, etc.). Prepare and administer medications as directed by physician order in accordance with Kaiser Permanente guidelines. Assist medical personnel with procedures and/or diagnostic exams. Apply principles of aseptic technique and infection control as directed by the infection Control Manual. Establish and maintain system for patient test results and follow-up. Provide basic information and assistance to patients under the direction of the licensed personnel. Document pertinent patient information, nursing procedures and patient responses, following established guidelines and maintaining patient confidentiality. Perform other duties as directed. Patient/Care Procedures: Explain purpose and process of examinations, tests and medical procedures to patients, following established guidelines.
- Provide information to patients on general health and basic self-care procedures. Instruct patients in use of home equipment, following established guidelines. Provide patient first aid as ordered by physician. Apply and remove dressings, as ordered by physician. Follow standard infection control procedures. Initiate emergency procedures (including basic CPR) and assists in emergency patient treatments. Lift patients. Observe patient vital signs; observe patients for bleeding. Perform inhalation therapy as ordered by physician; perform surgical preps. Prepare and position patients for procedures. Prepare patients for physical examinations. Rinse and clean instruments and equipment. Sterilize instruments and equipment. Identify equipment in need of repair. Maintain clean work area. Complete laboratory, radiology requisitions and specialized test forms. Notify appropriate personnel of abnormal lab test results. Answer member inquires. Observe patient condition for reactions during and after procedures. Remove sutures following established protocols. Respond to Code Blues. Take and record patient vital signs, height, weight, etc. Obtain specimens from patients (urine, stool, etc.) Perform finger sticks to obtain blood samples. Prepare specimens and specimens for lab analysis. Perform urine tests (tablet or dipstick.) Perform vision screening using Snellen chart. Perform routine diagnostic tests, following established protocols. Perform skin tests. Assist as member of surgical team. Assists physician in obtaining tissue specimens and biopsies. Assist with proctological procedures (i.e. sigmoidoscopies.) Restrain or support patients during procedures. Assist patients with ambulation and exercises, following established protocols. Administer topical or aerosol medication as ordered. Administer medications as ordered. Transport patients to/from designated areas. Route specimens to laboratory. Transport laboratory specimens, medical records, laboratory supplies and materials. Transport office supplies and materials, patient related supplies and materials. Transport equipment, and procedures trays. May perform other duties as required.
- Administrative/Clerical/Record Keeping: Request charts/medical records. Collect data, patient surveys and questionnaires. Maintain inventory of patient education materials. Schedule, cancel and reschedule patient appointments. Initiate follow up appointments with patients. Check in patients/members. Prepare outgoing mail. Locate personnel by paging system or beeper. Provide patient information to family members, following patient confidentiality guidelines. Record and send Faxs. Screen patient calls and take messages for providers. Maintain department logs. Maintain and update user manuals. Monitor and maintain protocol manuals. Respond to requests for information. Order medical supplies and equipment. Receive, store and distribute materials and supplies. Replenish linen. Serve as resource to coworkers by answering procedure questions and assisting in problem solving. Participate in special projects and studies. Demonstrate safety procedures. Coordinate and monitor activities within the module. Participate in department meetings. Train and orient new staff to equipment, general duties and procedures, following established protocols. Maintain proficiency in clinical skills. Answer call lights. Answer telephones and take messages. Call in telephone prescriptions, following established protocols. Assume other activities and responsibilities from time to time as directed.
Basic Qualifications:
Experience
- N/A
Education
- Registered Medical Assistant or Certified Medical Assistant or completion of accredited Medical Assistant program.
- High School Diploma or GED required.
License, Certification, Registration
- Medical Assistant Certificate (California)
- Basic Life Support
Additional Requirements:
- Must successfully pass basic computer literacy test and demonstrate keyboarding proficiency.
- Must successfully pass cash handling skills test.
- Must pass Customer Service Assessment test
- Experience in using multi-line telephones.
- Recent experience in customer service.
- Must be able to work in a fast-paced environment and meet established department performance standards and guidelines.
- Cash handling or equivalent experience.
- Effective written and oral communication skills.
- Experience in medical office background, cashiering and or equivalent experience and medical terminology.
- Knowledge of Kaiser Permanentes computer systems.
- Demonstrates ability to deal with internal and external customers.
- Ability to prioritize and multi task
Preferred Qualifications:
- Minimum one (1) year of experience in medical assisting within the last five (5) years preferred.
- Computer and typing skills preferred.
Notes:
- may travel to Bakersfield and work weekend/ holidays per operational needs
- Ser Rep/ MOA hybrid for Teh MOA to cross cover back office
Primary Location: California,Tehachapi,Tehachapi Medical Offices
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Sun, Mon, Tue, Wed, Thu, Fri, Sat
Working Hours Start: 07:30 AM
Working Hours End: 04:30 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: B15|UFCW|Local 770
Job Level: Entry Level
Department: TEHACHAPI MED OFFICES - Family Medicine-Regular Clinic - 0806
Pay Range: $23.58 - $27.18 / hour
The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted.
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.
At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (where applicable), and Kaiser Permanente's policies and procedures.
Models and reinforces ethical behavior in self and others in accordance with the Principles of Responsibility, adheres to organizational policies and guidelines; supports compliance initiatives; maintains confidences; admits mistakes; conducts business with honesty, shows consistency in words and actions; follows through on commitments.
Job duties with at least occasional or possible access to: (1) patients, the general public, or other employees; (2) confidential protected health information and other confidential KP information (including employee, proprietary, financial or trade secret information); (3) KP property and assets, for example, electronic assets, medical instruments, or devices; (4) controlled substances regulated by federal law or potentially subject to diversion.
Submit Interest
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
