Coordinator II, Clinical Operations Home Health
Job Description
In addition to the responsibilities below, this position is also responsible for performing standard daily operational activities involving patient files and records keeping; building working knowledge of best practice models; assisting team with patient/member care delivery systems and practice standards, with limited guidance, to ensure member satisfaction and quality of care; supporting team with the investigation and resolution of patient/family/member concerns regarding patient/member care and services, with minimal supervision; forming relationships with physicians, outside health care providers, and other health care team members to achieve optimal patient care across the continuum; supporting the use and maintenance of equipment, supplies and medications; monitoring patient sales and service activities performed by dispensing opticians, contact lens fitters, and receptionist personnel in an optical branch; and gaining familiarity with contemporary products and services.
Essential Responsibilities:
- Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members. Listens to, addresses, and seeks performance feedback. Pursues self-development; acknowledges strengths and weaknesses based on career goals and takes appropriate development action to leverage / improve them. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work. Assesses and responds to the needs of others to support a business outcome.
- Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; follows procedures and policies, and applies data and resources to support projects or initiatives with limited guidance and/or sponsorship. Collaborates with others to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address improvement opportunities.
- Ensures standardized care delivery by: gathering, inputting, and maintaining clinical and patient files and records; supporting multidisciplinary clinical teams independently and within scope of care; and utilizing working knowledge of emergency preparedness programs; performing the teams emergency preparedness plans, and knowing what is expected during and after an emergency.
- Provides member service and quality assurance by: supporting member satisfaction under limited supervision in adherence with standards that ensure the provision of a high level of quality of patient service and care; assisting with the implementation of methods to measure member satisfaction with clinical and/or optical services, and utilizing the resulting feedback to improve member satisfaction; supporting the maintenance of the quality of care provided to members through an ongoing quality assurance program; performing rudimentary quality assurance for incoming and outgoing optical products; and monitoring member complaints, concerns, and requests for information, including service recovery and refunds.
- Assists with improvements to operations and technology processes by: completing tasks, with minimal guidance, to support strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; documenting and escalating issues related to operations system processes as requested or observed; working with others, providing feedback as requested or observed, and acquiring working knowledge on operations system processes; and providing performance metrics related to strategic improvement projects, with guidance.
Minimum Qualifications:
- High School Diploma or GED, or equivalent OR Minimum one (1) year of experience in business operations, clinical health care, or a directly related field.
Additional Requirements:
- Knowledge, Skills, and Abilities (KSAs): Compliance Management; Medical Terminology; Optical Knowledge; Optometric Knowledge
- One (1) year of customer service experience.
In addition to the responsibilities below, this position is also responsible for performing standard daily operational activities involving patient files and records keeping; building working knowledge of best practice models; assisting team with patient/member care delivery systems and practice standards, with limited guidance, to ensure member satisfaction and quality of care; supporting team with the investigation and resolution of patient/family/member concerns regarding patient/member care and services, with minimal supervision; forming relationships with physicians, outside health care providers, and other health care team members to achieve optimal patient care across the continuum; supporting the use and maintenance of equipment, supplies and medications; monitoring patient sales and service activities performed by dispensing opticians, contact lens fitters, and receptionist personnel in an optical branch; and gaining familiarity with contemporary products and services.
Essential Responsibilities:
- Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members. Listens to, addresses, and seeks performance feedback. Pursues self-development; acknowledges strengths and weaknesses based on career goals and takes appropriate development action to leverage / improve them. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work. Assesses and responds to the needs of others to support a business outcome.
- Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; follows procedures and policies, and applies data and resources to support projects or initiatives with limited guidance and/or sponsorship. Collaborates with others to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address improvement opportunities.
- Ensures standardized care delivery by: gathering, inputting, and maintaining clinical and patient files and records; supporting multidisciplinary clinical teams independently and within scope of care; and utilizing working knowledge of emergency preparedness programs; performing the teams emergency preparedness plans, and knowing what is expected during and after an emergency.
- Provides member service and quality assurance by: supporting member satisfaction under limited supervision in adherence with standards that ensure the provision of a high level of quality of patient service and care; assisting with the implementation of methods to measure member satisfaction with clinical and/or optical services, and utilizing the resulting feedback to improve member satisfaction; supporting the maintenance of the quality of care provided to members through an ongoing quality assurance program; performing rudimentary quality assurance for incoming and outgoing optical products; and monitoring member complaints, concerns, and requests for information, including service recovery and refunds.
- Assists with improvements to operations and technology processes by: completing tasks, with minimal guidance, to support strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; documenting and escalating issues related to operations system processes as requested or observed; working with others, providing feedback as requested or observed, and acquiring working knowledge on operations system processes; and providing performance metrics related to strategic improvement projects, with guidance.
Minimum Qualifications:
- High School Diploma or GED, or equivalent OR Minimum one (1) year of experience in business operations, clinical health care, or a directly related field.
Additional Requirements:
- Knowledge, Skills, and Abilities (KSAs): Compliance Management; Medical Terminology; Optical Knowledge; Optometric Knowledge
- One (1) year of customer service experience.
About Kaiser Permanente
At Kaiser Permanente, we’re all focused on helping people and providing high-quality, affordable health care services and to improve the health of our members and the communities we serve. Across our organization, we’re fiercely committed to our members, our mission, our communities, and each other. We know that each part of the Kaiser Permanente team is essential to our success. Together, we are more than 235,000 dedicated professionals working to advance Kaiser Permanente’s commitment to delivering a healthier tomorrow.
Driven by our collective passion at Kaiser Permanente, we strive to make health care more innovative and compassionate. With the wellness of our patients and our communities at heart, we work to revolutionize health and care from more than 650 locations in 8 states and D.C.
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