Palliative Care Program Assistant

This position supports Kaiser Permanente's code of conduct and compliance by adhering to all laws and regulations, accreditation and Licensure requirements, and internal policies and procedures. Kaiser Permanente is proud to be an equal opportunity/affirmative action employer.



DEPARTMENT: Continuing Care/ Palliative Care



SCHEDULE: Full-Time regular; 40 hours per week; day shift; Monday thru Friday; 8:00 AM to 5:00 PM



EDUCATION: High School Diploma/GED.



LICENSURE/CERTIFICATION: BLS; CPR certification may be required per medical center policy



POSITION SUMMARY: The Program Assistant works under the direction of the CCM Manager and/or care/case managers to support the delivery and daily operations of CCM Population and care/case management programs. Support includes, but is not limited to, clerical duties, managing office logistics; facilitating communication with members, primary care team staff, and other departments and services, processing and maintaining databases, and maintaining program resources.



QUALIFICATIONS:



High School Diploma/GED. Minimum one-year secretarial and/or medical setting/front office experience required. Proficient and legible advanced writing, reading, and arithmetic skills required. A aminimum of intermediate tested proficiency with Windows, Microsoft Word, and Excel required, and ability to learn complex software programs, including databases, required. Keyboarding at least 40 wpm required. A service orientation and openness to creative and innovative approaches to providing service characterized by cultural sensitivity, respect, and polite communication with patients, staff members, and visitors required.



Strong organization and task management skills required, multi-tasking skills in a busy environment required. Ability to be self-motivated, to work independently, and to work as a team member required. The successful candidate must demonstrate the ability to be self motivated, to work independently and to work in a busy environment. Good attendance strongly preferred. Must be willing to work in a Labor Management Partnership environment.



SKILLS TESTING: N/A



DUTIES:



1. ? Assists the CCM Manager or care/case manager in screening and enrollment of patients:

? May conduct population or care/case management program outreach efforts, using the system database or other outreach lists

? Obtains and reviews charts or other data related to ER visits and hospital admissions for follow-up and program enrollment

? Processes referrals received from electronic referral system

? Provides initial outreach to patients, introducing the care/case management program and processing of new referrals

? Sets up initial visits and/or classes as appropriate and mails out program materials

? Generates authorization letter when requested and follows up to ensure that written authorization

is received if not electronically referred from primary care provider.



2.? Provides logistical support for classes, group visits and clinics:

? Schedules conference rooms

? Schedules patients

? Confirms schedule with providers and presenters

? Provides reminder calls/letters to patients

? Assists in preparing charts and supplies

? Assists patients in completing program questionnaire or log as needed

? Checks blood pressure, pulse, respiration's, height, weight, peak flows, spirometry or downloads glucose meters as needed

? Registers members and generates OSCR forms per medical facility policy.



3. Conducts visit registration and scheduling of telephone and clinic visits:

? Schedules appointments

? Provides reminders as needed

? Coordinates or provides resources for patient-specific prevention activities

? Registers members for visits and generates OSCR forms per medical facility policy

? Processes referrals, schedule classes and follow-up appointments as directed by care/case managers

? Contacts overdue patients by phone or letter at direction of care/case managers



4. Maintains computer databases:

? Adds and delete patients into the Patient Alert System using program guidelines

? Manipulates and utilizes data in current patient population management report system.

? Enters patients in care/case management software programs and maintains data as appropriate, e.g. AmCare, Lotus Notes Case Management System, Cholesterol Management Program, MULTIFIT Program, etc


? Maintains Access or Excel patient logs if used in conjunction with care/case management software applications

? Manipulates and utilizes data to generate reports and queries as needed.



5. Maintains daily program operations:

? Prepares, maintains and provides member packets for enrollment, group visits, classes and/or clinics

? Sends letters to patients and patients' providers

? Makes copies of program materials, send faxes as needed

? Establishes and maintains a department filing system

? Answers phone and voice mail and routes messages to appropriate person; provides call backs to patients relaying responses from care/case manager

? Sorts and routes department mail

? Orders and transfers charts at the direction of care/case managers

? Sends memos and progress notes to patient's MD/NPs

? Contacts patients by phone or by letter at direction of care/case managers for follow-up

? Upon program completion places patients on booking list for routine follow-up appointment with their primary care MD/NP per medical center policy

? Orders office and program supplies

? Works with care/case managers and other staff to maintain patient education resources, including inventory, ordering and distribution

? Communicates with Schedule Maintenance Department regarding care/case manager schedules



Compliance Accountability:



Consistently supports compliance and the Principles of Responsibility (KP's code of conduct) by maintaining confidentiality, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable Federal and State laws and regulations, accreditation and licensure requirements, and KP policies and procedures.



Competencies:



To perform the job successfully, an individual should demonstrate the following competencies:



Analytical - Collects and researches data; uses intuition and experience to complement data.



Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.



Customer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance, meets commitments.



Interpersonal Skills - Maintains confidentiality; treats co-workers, patients, and facility visitors with respect.



Oral Communication - Listens and gets clarification to ensure that instructions and requests are fully understood.



Written Communication - Writes clearly and informatively; reads and interprets written information.



Teamwork - Contributes to building a positive team spirit; balances team and individual

responsibilities.



Physical Demands:



The physical demands described here are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the incumbent is regularly required to stand; walk; usehands to finger, handle, or feel; reach with hands and arms and talk or hear. The incumbent is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl. The incumbent must regularly lift and / or move up to 25 pounds., frequently lift; and/or move up to 50 pounds, and occasionally lift and/or move 100 pounds; Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.



Work Environment:



The work environment characteristics described here are representative of those an incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



While performing the duties of this job, the incumbent is regularly exposed to moving mechanical parts. Frequent exposure to outpatients who may be experiencing a wide range of acute and chronic medical conditions. The noise level in the work environment is usually moderate.