As the service leader for the medical office building, the MCAM is accountable for facilitating and improving the end to end member experience within the facility. Accountable for the supervision of non-clinical administrative staff including reception, health information management services and member services, the MCAM will develop and lead a team of service professionals that support members at various touch points as part of their experience. As the site lead for service, the MCAM will have a working knowledge of medical office member satisfaction metrics and trends and in collaboration with department leadership and physician leads, define and coordinate service improvement opportunities. Working in collaboration with NFS, Marketing and others in the region, the MCAM will ensure that the member experience with the medical office building meets the brand standards of Kaiser Permanente.
Manages front-line staff supporting reception, Health Information Management, Local Member Services, and other administrative functions within the multi-specialty medical office building to include but not limited to MOB AA(s), Switchboard Operator(s), and Patient Transporter(s). Responsible for oversight of HIMS and Member Services case processing, issue resolution, quality of information, and service provided by staff to both internal and external customers. Accountable for ensuring that service level agreements are maintained and met by both HIMS/Membership Services and medical office building management. Establishes and monitors medical office dashboard inclusive of member satisfaction, HIMS productivity, and member service grievance turn-around time.
Conducts daily rounds of all departments to ensure operational readiness; collects and addresses issues and concerns that could impact daily operations. Rounds to include the following:
Workplace and Employee Safety
Brand image of Physical plant
Facilitate problem solving and conflict resolution of operational issues to ensure an extraordinary member experience to include serving as the escalation point for member issue resolution.
Serves as a liaison for medical office operations to partner with support services to include: NFS (Engineering, Security, EVS, Clinical Technology, and Projects), Workplace Safety, Information Technology, and Telecom). Monitors aforementioned partners turn around time with requests and escalates items outside of service level agreement.
Partner with leadership within the MOB, across Medical Centers, and Service to ensure high quality of care and service across the continuum of care. Facilitates daily facility huddles with Clinic Operations and Ancillary Managers identifying and communicating key activities of the day, e.g. significant staffing gaps, situation management threats, etc.
Manages the facility services administration non-payroll budget for their center(s), to ensure seamless administrative support for the MOB(s).
Facilitate facility based activities (town halls, community benefit, LMP activities).
Serves as the building's Emergency Coordinator during normal business hours; during off hour emergencies, may be called upon to participate on emergency response team.
Representing the voice of the customer identify, report, and make policy recommendations/decisions regarding customer trends and issues to medical office leadership and health plan functional leaders.
Partners with center and area leadership to develop center based capital planning lists as it relates to non-clinical areas.
Acts as a role model and represents Kaiser Permanente by participating in community service organizations and events. Creates climate of civic responsibility within MOB.
Utilizes all available information technology systems (KP HealthConnect, MACESS, Payroll applications, MyIT, KP Identity Manager, e-Rounds, OneLink, KAT, and other medical applications) to enhance the member experience.
Other duties as assigned.