Coordinator, Customer Service (On Call)

Kaiser Permanente; Atlanta (GA); On-site; USD 33,000 - 43,000; Part time

Job summary

Kaiser Permanente in Atlanta, GA 30303 is seeking a Customer Service Coordinator to greet members, support clinical staff with back-office tasks, manage registrations, eligibility, and demographics, and ensure a welcoming environment for patients.

The role involves cash handling, POS transactions, co-pay processing, scheduling, patient navigation, and maintaining essential records with strict adherence to policies and regulatory guidelines.

Qualifications

• Minimum one year of work experience involving public contact, clerical, or cash handling.
• High school diploma or GED required.
• Familiarity with health care office procedures preferred.

Responsibilities

• Greet members and assist with registration, eligibility, and demographics updates.
• Handle cash, co-pay processing, and OSB collection per policy.
• Schedule appointments and provide pre-appointment instructions.
• Assist with back-office duties and patient navigation as needed.
• Maintain records, ensure compliance, and report issues.

Skills

Public contact experience

Cash handling

Interpersonal skills

Education

High School Diploma or GED

Tools

Health Connect

POS / front-end forms

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.

• 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.

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.

Experience

Basic Qualifications:

• 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.

Notes

• Working days vary

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.

Primary Location: Georgia, Atlanta, Regional Office - 9 Piedmont

Scheduled Weekly Hours: 1

Shift: Day

Workdays: Sun, Mon, Tue, Wed, Thu, Fri, Sat

Working Hours Start: 12:00 AM

Working Hours End: 11:59 PM

Job Schedule: Call-in/On-Call

Job Type: Standard

Worker Location: Onsite

Employee Status: Regular

Employee Group/Union Affiliation: GTC|UFCW|Local 1996

Job Level: Entry Level

Department: Regional Office - 9 Piedmont - Reception/Cashier - 2808

Pay Range: $24.13 - $31.16 / hour

Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.

Travel: Yes, 100 % of the Time

Work Setting: Onsite

Worker location must align with Kaiser Permanente's Authorized States policy.

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.