Kela Couch

• Assist in the care of patients under the direction of the physician and or/ Designee. Provides support for physicians and Desk top medicine team members. Handled out bound calls to patients, sorts in bound kp.org patient messages, answer questions makes and cancel appointments. Update member demographics. Provide information intake information from members and routes member messages to the appropriate pool of provider and responds to member questions on behalf medical offices. Follows instructions from providers. Document encounters information in KPHC.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members

Handled incoming calls into the call center. Makes appointments provide facility information. Anticipates the patient needs takes proactive steps to meet needs, by reading and listening and taking responsibility into the scope to insure issues are resolved. Performs computer data functions. Performs clinical /technical skills specific to the department. Performs other related duties as necessary. Practice Customer Service as defined by the Medical Center and specified departments. Functions as a team member to achieve high quality service and efficiency and department goals.