Member Experience Associate SH-OC

Kaiser Permanente

Springfield (VA)

On-site

USD 40,000 - 58,000

Full time

13 hours ago

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Job summary

Kaiser Permanente in Virginia, Springfield, seeks a front office associate for Health Information Management to ensure smooth daily operations in the HIM department, handle basic health information inquiries, and provide excellent member experiences. Escalates complex requests to appropriate departments.

The role emphasizes HIPAA privacy, release of information, and effective liaison with internal/external customers while maintaining accurate records and timely processing of documents.

Qualifications

Minimum two (2) years of experience with protected health information.
Minimum one (1) year of customer service experience required.

Responsibilities

Process protected health information in accordance with regulations.
Handle release of information via paper and electronic media.
Validate authorizations by photo ID.
Answer questions and provide instructions to staff and patients.
Monitor printers and process paperwork in a timely manner.
Assist with mail, scanning, and chart requests as needed.

Skills

Interpersonal skills

Health IT proficiency

Data abstraction

Manual handling

Typing speed

Education

High School Diploma or GED

Tools

CHATS

KMATE

MACESS

HealthConnect

Job description

Job Summary

To be responsible for the seamless, daily operations of the front office of the Health Information Management Department at our Medical Office Buildings by responding to basic, simple and quick health information and member experience inquires and requests and to provide a high quality member experience. Escalates more complex inquires and request to the appropriate departments.

Essential Responsibilities

Health Information Management

Ensures that all protected health information is processed in accordance with regional, national, state and federal regulations.
Works closely with internal/external customers to meet their health information management needs as it relates to release of protective health information via paper and electronic media.
Has a solid knowledge/understanding of HIPPA privacy and security issues as it relates to release of information, and/or other regulations related to protective health information.
Reviews release requests for appropriateness and validate the authorization by photo identification.
Serves as inter and intra department resource for the other staff members, answering questions and providing instructions as necessary.
Monitors printers for incoming documentation and process paper work in a timely manner.
Collects loose filing/scan documents from clinical area twice daily, ensuring that a medical record number is placed on each document.
Opens departmental mail and sorts; forwards mail appropriately to document preparation station or other clinical units, as necessary.
Verifies patient identity and process same day Release of Information Request via KP HealthConnect EMR.
Requests patient charts by accessing the appropriate system.
Responds to inquiries from patients and staff members and instructs them in the appropriate methods for requesting records. Enters data into disclosure accounting system in accordance with HIPAA standards.
Completes payment handling tasks as assigned, which may consist of collecting credit card information, handling checks received by mail and posting payments in the ROI module.
Corrects errors and incomplete information on forms as necessary when requested by a supervisor or physician.
Completes simple forms as set forth on the MEA Approved Forms list, maintained by the HIMS Department.
Run delinquency report from HealthConnect and resolves open items on that report with physicians in the assigned MOB.

Job Summary

Essential Responsibilities

Health Information Management

Ensures that all protected health information is processed in accordance with regional, national, state and federal regulations.
Works closely with internal/external customers to meet their health information management needs as it relates to release of protective health information via paper and electronic media.
Has a solid knowledge/understanding of HIPPA privacy and security issues as it relates to release of information, and/or other regulations related to protective health information.
Reviews release requests for appropriateness and validate the authorization by photo identification.
Serves as inter and intra department resource for the other staff members, answering questions and providing instructions as necessary.
Monitors printers for incoming documentation and process paper work in a timely manner.
Collects loose filing/scan documents from clinical area twice daily, ensuring that a medical record number is placed on each document.
Opens departmental mail and sorts; forwards mail appropriately to document preparation station or other clinical units, as necessary.
Verifies patient identity and process same day Release of Information Request via KP HealthConnect EMR.
Requests patient charts by accessing the appropriate system.
Responds to inquiries from patients and staff members and instructs them in the appropriate methods for requesting records. Enters data into disclosure accounting system in accordance with HIPAA standards.
Completes payment handling tasks as assigned, which may consist of collecting credit card information, handling checks received by mail and posting payments in the ROI module.
Corrects errors and incomplete information on forms as necessary when requested by a supervisor or physician.
Completes simple forms as set forth on the MEA Approved Forms list, maintained by the HIMS Department.
Run delinquency report from HealthConnect and resolves open items on that report with physicians in the assigned MOB.

Member Experience

Assists members in a professional manner that promotes a positive customer service experience.
Provides members with general information, and/or refer them to appropriate department as necessary.
Responds to member inquiries related to changes or corrections to the things like: name, date of birth, gender, other demographic information, and PCP assignment and center changes.
Initiates member issue to fix when one member has two different medical records.
Documents compliments in Macess.
Orders HIPAA Certifications.
Validates basic benefit information related to copay, co-insurance, deductibles and other KP plans.
Document member inquiries in CHATS.
Performs referral status look-up in Healthconnect.
Orders of new or replacement IDs.
Maintains knowledge and training (from KP Learn) on all information systems necessary to perform duties.
Assists patients with navigating KP systems including kiosks and way-finding.
Respond to voice mail in a timely fashion.
Performs other duties as directed.
Orients and train new staff.
Wears professional attire to include a KP-provided jacket.
Performs the duties of the Receptionist and Administrative Assistants as necessary.

Experience

Basic Qualifications

Minimum two (2) years of experience with protected health information required.
Minimum one (1) year of customer service experience required.
Per the National Agreement, current KP Coalition employees have this experience requirement waived.

Education

High School Diploma or General Education Development (GED) required.

License, Certification, Registration

Additional Requirements

Good interpersonal skills with the ability to communicate effectively with internal, and external customers required.
Proficiency in the use of applicable computer software, i.e., CHATS, KMATE, MACESS and HealthConnect required.
Ability to effectively abstract computer or paper-based data required.
Successful completion of standardized test in medical terminology with a proficiency rate of 84%.
Bending, lifting and manual dexterity required.Employee may be required to lift up to 30lbs.

Preferred Qualifications

Ability to type a minimum of 25 words per minute.
One (1) year of health information management experience.

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.

Kaiser Permanente is committed to maintaining a safe, healthy, and drug-free workplace.

Primary Location

Virginia, Springfield, Springfield Medical Center (replacement)

Scheduled Weekly Hours

Shift

Day

Workdays

Mon, Tue, Wed, Thu, Fri

Working Hours Start

08:30 AM

Working Hours End

05:00 PM