Medical Assistant Desktop Medicine

Assists in the care of patients under the direction of the Physician and/or Designee.
Provides support for physicians and Desktop Medicine team members.The Medical Assistant Desktop Medicine responds in writing to patient secure messages in KPHC, handles outbound calls to patients, sorts inbound kp.org patient messages, answers questions, makes and cancels appointments, updates member demographics, provides information, intakes information from members and routes member messages to the appropriate pool or provider and responds to member questions on behalf of the medical offices. Follows instructions from providers. Documents encounter information in KPHC.  Provides members with instructions for accessing information and services. Utilizes PARRS as appropriate for booking appointments. Pends and signs orders/letters.

• Interviews patients. Handles continuous inbound kp.org patient messages. Identifies the purpose of the members secure message and processes accordingly. Identifies preventative outreach services and connects the member with those services. Records information in patients medical record.  Assists clinician with care of the patient.
• Schedules and cancels appointments, performs and completes appropriate forms as required by department. Performs computer data entry functions. Performs clinical/technical skills specific to the department. Performs other related duties as necessary. Customer Service: Practices customer service standards as defined by the Medical Center and specified department.
• Anticipates the customers needs, takes proactive steps to meet those needs, by reading and listening and taking responsibility within scope to ensure issues are resolved. Promptly responds to patient requests. Facilitates the customers ability to utilize resources. Team Commitment: Is an effective team member who is flexible, cooperative, and willing to assist others.
• Manages difficult or conflict situations constructively and seeks appropriate assistance. Takes accountability for own actions.  Actively participates in departmental professional development activities. Adheres to Attendance Policy. Supports a collaborative labor management partnership environment.
• Handles continuous inbound kp.org patient messages. Identifies the purpose of the members secure message, reviews chart, and processes according to the sorting guidelines.
• Provides facility and provider information and some laboratory results, makes and cancels appointments, intakes information from members, and composes
• message responses to members.
• Resolves problems with pharmacy.
• Effectively processes inbound kp.org messages in a systematic and organized manner, following department policies and procedures. Processes outbound calls accordingly to hearing impaired members. Receives and relays information regarding appointment cancellations and instructions from physicians.  Updates member demographics. Works collaboratively with physicians and other care team members.
• Functions as a team member to achieve quality service and efficiency and department goals. Supports and demonstrates Kaiser Permanentes customer service philosophy and manages member responses and outbound member calls in a professional manner. Identifies and/or proposes ways to improve customer service. Demonstrates an awareness and sensitivity to patient/family rights. Handles inquiries and complaints pursuant to procedure. Complies with departmental standards, policies and procedures regarding training, injury prevention, management of workload, and safety/emergency situations.
• Performs other duties as required.
• Supervisory Responsibilities: This job has no supervisory responsibilities.

Grade 180