Kaiser Permanente
Essential Responsibilities:
- Receives telephone inquiries regarding Medical Records request status, Educates callers on the required authorization forms for the release of health care information. Demonstrates, in-depth, operational knowledge of each HIMS area by analyzing caller needs and evaluating documentation to ensure that requests are routed to the appropriate resource. Tracks requests to ensure the release of patient health information in a timely, complete and confidential manner. Expedites requests for the release of protected health information (PHI) as appropriate. Refers callers to other individuals or escalation points according to departmental guidelines using available resources (RightFax, etc.). Ensures inquiries are taken to a point of resolution within the assigned performance standard. Maintain optimal levels of customer satisfaction and call center efficiency by consistently meeting established telephone metrics goals, i.e., Telephone Service Factor, Average Speed of Answer, Abandoned call rate.
- Maintains patient confidence by keeping patient records protected and confidential.
- Maintains continuity of work operations by documenting calls and communicating actions, irregularities, and continuing needs.
- Participates in special projects, training, studies, or other activities and or duties as directed.
Basic Qualifications:
- Minimum two (2) years of experience with customer contact, receptionist or telecommunications position.
- High School Diploma or General Education Development (GED) required.
- N/A
Additional Requirements:
- Effective communication skills to interface diplomatically and effectively with all levels of people internally and externally.
- Ability to diffuse difficult/stressful situations and to handle multiple tasks at one time.
- Word processing experience with typing skills of thirty five (35) – forty (40) words per minute.
Preferred Qualifications:
- Minimum one (1) year of minimum documented release of information experience.
- Associate’s degree in health information, health administration, business or other related discipline or education/experience combined.
PrimaryLocation : Georgia,Duluth,Duluth Contact Center
HoursPerWeek : 40
Shift : Day
Workdays : Mon, Tue, Wed, Thu, Fri
WorkingHoursStart : 08:00 AM
WorkingHoursEnd : 05:00 PM
Job Schedule : Full-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : GTC|UFCW|Local 1996
Job Level : Entry Level
Job Category : Medical Records,Health Information Management
Department : Regional Office – 9 Piedmont – Rgnl Med Fac-Call Cntr – 2808
Travel : No
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.
