Kaiser Permanente - Washington Permanente Medical Group
Location: Renton, Washington
Advanced Practice Registered Nurses / Physician Assistants
Internal Number: CAREC002437
Kaiser Permanente-Washington Permanente Medical Group is seeking a full-time (1.0 FTE) Care Chat Physician Assistant to join our WPMG HQ team in Renton, Washington.
As a condition of employment, all clinicians and employees are required to verify COVID-19 vaccination status. As part of the pre-boarding process and before starting work, you will be required to verify your vaccination status, and will be provided an opportunity to apply for an accommodation based on a religious or medical reason, if needed.
The Care Chat position at Washington Permanente Medical Group ("WPMG") reports to the Care Chat Chief. The Care Chat physician engages with members in an open field, text based and fast paced environment to solve member's problems. Care Chat is a new approach to care delivery for Kaiser Permanente Washington ("KPWA") that encompasses new ways of thinking, solving problems, and providing medical care. Care Chat demonstrates to patients that we are always present, communicates in a way that creates positive emotional states, and solves problems here and now with creative thinking that will resolve more issues in the future.
* Serves as the first contact for KPWA patients seeking online care by:
o Responding to chat inquiries within target time windows. o Remaining engaged with patients throughout their chat time. o Documents visit, plan of care, diagnosis, and patient instructions, all visible to patient through Open Notes. o Commits to working shifts across different days and times (including some evenings and weekends). * Interpersonal and interactive collaboration: o Comfortable and committed to developing and following the best practices of the Medical Chat team. Standard dot/smart phrases, escalation pathways, and communication standards, will be developed by the team and expected to be used by all so that patients receive a consistently great chat experience. * Communication through chat (written dialogue): o Builds relationships and rapport through empathetic language. o Consistently references and reviews chart/ history. o Demonstrates understanding of where patient is and communicates a proposed plan to get them to a better place. o Confident and comfortable with making recommendations toward a resolution through chat, often without all desired information. o Leads patients to definitive actions. o Embraces the unique nature of Care Chat and how it is different than face to face and other virtual clinical work WPMG teams do. * Participates in problem solving of consumer complaints. * Actively participates in initiatives to increase patient access. * Partners with patient in management of care. * Ensures all pertinent patient care information is documented in the patient medical record in accordance with current standards and masters the appropriate technology to perform tasks. * Promotes the use and understanding of evidence-based medicine to provide high-quality service to patients. * Complies with all state and federal regulations, in addition to KPWA practice and compliance standards. * Seeks and offers appropriate and timely consultations consistent with protocols. * Orders medication within prescriptive authority and promotes the use of the KPWA formulary. * Orders referrals, lab, pharmacy, and radiology tests appropriately. * Practices in accordance with WPMG and KFHPWA approved procedures, guidelines and protocols. * Actively works to learn and apply new skills. * Understands and incorporates concepts of evidence-based medicine and resource stewardship. * Willing to try new things and participate in LEAN improvement efforts, supports clinical initiatives, and other process improvement activities. * Ensures an optimal clinical experience for the patients throughout the episode of care and with service-oriented coordination of care, where patients come first. * Ensures specialty referrals are appropriate for the diagnosis and meet the guidelines in Quick Care Guides for each specialty. * Seeks or provide appropriate consultation with colleagues. * Demonstrates knowledge of and participates in KP business initiatives. * Regularly attends and participates in team meetings. * Supports goals of the department. * Other duties as assigned.
KNOWLEDGE & SKILLS Teamwork and Collaboration * Advanced Clinician Communication skills with patients and peers/coworkers in a virtual work environment. * Ability to communicate effectively with patients, clinicians, families, nursing, and all levels of clinical staff. * Demonstrates flexibility and ability to work effectively as a team member. * Ability to work shifts as scheduled, which includes working with colleagues in the staffing/working of all shifts; shifts may vary, and include weekends, and holidays. Night shifts are a future possibility.
Technical Skills and Capabilities * Excellent computer skills including strong foundational understanding of computer desktops, navigation to key tools (Skype, Epic, CirrusMD, web-based reference sources, etc.), and problem solving. * Strong typing skills encompassing grammar & punctuation, speed, voice recognition software, and minimal error rate. * Efficient and effective use of Epic including concise chart notes and research skills.
System Navigation Skills * Well versed in integrated care delivery system architecture, including Primary Care, Urgent Care, CareClinics, and other on demand options. * Understands and engaged in communication across teams and departments (e.g. staff messaging to PCP or other stakeholders in patient's care). * Ability to act to make services truly integrated with completing referrals as needed, prescriptions with preferred routing and connecting patients directly with resources when needed (e.g. clinical pharmacy on chat). * Ability to work downstream into other silos to improve communication, lead time, and experience (e.g. register a patient with CareClinic and write a clinical note in their system).
Clinical Expertise * Knowledge and experience with excellent diagnostic and pattern recognition skills. * Ability to probe efficiently for risk factors suggesting urgent/emergent escalation. * Ability to respond to patient questions in the level of detail they prefer. * Close adherence to evidence-based practices around diagnostics and treatment (e.g. safe use of antibiotics). * Knowledge of and continued exposure to process flows and care coordination across KPWA Care Delivery are essential. * Demonstrates consistent and reliable diagnostic and therapeutic judgment. * Understanding of virtual visit etiquette. * Demonstrates ability to virtually assess patients and resolve medical problems to the greatest extent safely appropriate. * Ability to use and understand the resources available at various KP facilities and become familiar with the level of care available at each. * Ability to become familiar with resources available to KPWA members outside the Core service areas and advise use of in network resources. * Ability to use and maintain electronic medical records in a manner that protects the confidentiality of the patient and ensures the security of medical records.
Benefits include: Full malpractice indemnification (including tail coverage), medical/dental/vision benefits, 401(k) & employer-paid retirement contributions, paid vacation, CME, long-term disability, long-term care benefits, and the ability to become a shareholder in our group practice. Learn more about WPMG benefits.
Renton, with a population of 101,300, is located on the south shore of Lake Washington with spectacular views of the lake, the Olympics, the Cascades, and Mount Rainier. The Cedar River runs through the heart of downtown and offers an abundance of natural beauty and a run of federally endangered chinook salmon. The City is centrally located for access to the regions' transportation network, accessible by four state and three interstate highways, only minutes away from Seattle, Bellevue, Tacoma and Sea-Tac Airport. Renton's strong economic base, diverse marketplace and favorable business climate have attracted the attention of nationally recognized companies that are looking to provide employees and their families with an outstanding quality of life.
We are dedicated to building lifetime relationships with peers and patients in Washington State's richly diverse communities. Many know the Pacific Northwest as an attractive tourist destination with beautiful scenery, friendly people, and a host of cultural and recreational opportunities. These elements, and others, make Washington an excellent place to live.
Equity, Inclusion and Diversity
In our local communities and across the nation, Kaiser Permanente sets the standard for respectful care. With multicultural staff, equity, inclusion and diversity councils, medical interpretation resources, outreach efforts, educational programs and more, Kaiser Permanente puts people first in our medical centers and beyond.
As part of Kaiser Permanente, Washington Permanente Medical Group (WPMG) seeks to create equity in our communities, eliminate health disparities, and always put patients--the heart of everything we do--first.
Following the guidelines in our National Diversity Agenda, every member of our team strives to:
Provide culturally responsive and appropriate medical care to improve the health and satisfaction of all people in our increasingly diverse membership
Recruit and retain clinicians and staff that enhance our workforce
Grow our membership by providing exceptional service and clinical care to all communities in our region
Creating a diverse workforce, an inclusive environment, and equitable opportunity for employment, growth, and advancement are deeply linked to our mission, our business, and our economic future. WPMG continues to add programs that build and maintain a workplace where we engage with our members, communities, and each other--with dignity, respect, and cultural understanding.
Equal Employment Opportunity
As part of our commitment to our employees and the members and patients we serve, we integrate diversity into all aspects of our operations. Maintaining a workforce with industry-leading levels of diversity through deliberate planning, development, and outreach is critical to fulfilling our mission, sustaining our business objectives, and providing the best level of care to our members and patients. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.