Coordinator, Customer Service

Kaiser Permanente; Lithonia (GA); On-site; USD 21,000 - 28,000; Full time

Job summary

Kaiser Permanente seeks a Customer Service Coordinator to greet members in the MOB and support clinical staff with back-office duties and general administrative work. You will maintain essential paperwork and records, ensuring a welcoming environment and assisting with member needs.

The role involves registration, eligibility verification, scheduling, patient navigation, and adherence to record retention policies, while maintaining compliance and strong teamwork with the healthcare team.

Qualifications

• Minimum one year of experience involving public contact, clerical work or cash handling.
• High School Diploma or GED required.
• Completion of Customer Service Assessment.
• Basic computer skills and data entry experience.

Responsibilities

• Assist members with registration and updating demographic information.
• Process co-pay, front-end forms, and refer Medical Financial Assistance cases to Financial Counselor.
• Answer questions on co-pay, deductible, and co-insurance.
• Proficiently handle POS, back-office copay, and OSB collections.

Skills

Customer service

Cash handling

Data entry

Office equipment

Education

High School Diploma or GED

Tools

POS

Health Connect

Office software

Job description

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 maintain 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.