Telephonic Medicine Support Technician

Support physician and nurse practices in the telephonic medicine center. Assist in activities related to ambulance dispatch, repatriation, priority calls, messaging, and other duties as necessary. Builds rapport and cooperative relationship with members/patients. Considers how actions or plans will affect members; responds quickly to meet member/patient needs and resolves problems.

• This position, knows and complies with all Kaiser Permanente quality, safety, and emergency policies and procedures. Demonstrates quality and effectiveness in work habits and clinical practice in every interaction with patients, colleagues, providers, and leadership. Ensures patient safety in the preparation and provisioning of care related to but not limited to medications, procedures, infection prevention, fall prevention, including consistent use of two patient identifiers and procedural time outs. Reports safety hazards, accidents and incidents, and unsafe working conditions promptly.


• Coordinates all logistics activities in telephonic medicine center.


• Functions as key coordinator for all repatriation activities.


• Orders ambulances and beds.


• Handles assignment of incoming messages from members to appropriate staff.


• Answer phones and route calls appropriately.


• Document patient information in KP HealthConnect.


• Assist with Quality Assurance activities as necessary, including chart review, data entry and other tasks.


• Reviews ambulance claims using prudent lay person guidelines to determine payment of pended ambulance claims.


• Assists with managing and problem-solving issues that arise between KP and AMR/Pathways regarding transports.


• Creates pre-authorizations in claims system for members in outside hospitals.


• Manage on line computerized on call system and requests for call schedule.


• Answer TTY phone.


• Assist in making follow up appointments for members as necessary.


• Remain current and up to date on Medicare guidelines pertaining to coverage of medical transportation.


• Other duties as assigned.


• Position requires working over the phone in highly stressful situations and with interruptions.


• May be required to lift, bend, and sit for prolonged periods of time.


• The union and the company are currently investigation the bargaining unit status of this position. If it is determined that this is a bargaining unit position, bargaining unit status (seniority dates, dues payments etc.) will be applied on a retroactive basis based on the employment commencement date.