Cashier Receptionist Scheduler Imaging

This position is a member of the health care department team in the Imaging/Radiology department, functioning under the direction and supervision of the department manager, assistant manager, or designee. The cashier receptionist/scheduler greets and checks in all patients in a professional and courteous manner, ensuring accurate check-in, scheduling, revenue collection, and safeguarding revenue. This role requires knowledge of departmental processes and general medical center operations to assist patients with questions and concerns. Extensive computer use and public interaction are required, with at least 50% of time dedicated to scheduling.

Responsibilities

• Customer Service
  • Act as an ambassador for Kaiser Permanente by exhibiting respectful, courteous, and friendly behavior toward patients and members.
  • Create a welcoming environment, greet patients, assist with directions, answer questions, and escalate issues as needed.
  • Address patient problems, concerns, and expectations, escalating to management when necessary.
  • Refer patients to other departments and administrative services.
  • Demonstrate service-oriented behaviors, integrating the Kaiser Permanente Mission and Patient Bill of Rights into interactions.
  • Interact appropriately with patients, visitors, and staff, considering age, developmental, and cultural factors.
  • Assist with facility directions and provide resources or referrals to other departments (e.g., Member Services, Financial Counseling).
  • Direct patients to appropriate areas after registration.
  • Utilize Language Line, QBS, and ASL services as needed.
  • Demonstrate professional telephone etiquette, take accurate messages, and forward them to the appropriate party.
• Registration and Systems
  • Follow patient registration policies and procedures, including the use of registration scripts.
  • Register patients using electronic systems or manual records during downtime.
  • Navigate and use multiple organizational systems (e.g., registration, appointment, email).
  • Access, review, and stay current with reference materials and system/workflow changes.
  • Complete tasks within technical systems to perform job duties, understanding the impact on billing, clinical, or regulatory reporting.
  • Initiate downtime procedures when necessary.
  • Perform additional registration duties, such as:
    • Obtaining patient medical record numbers.
    • Scheduling follow-up appointments.
    • Recording additional patient information in the electronic system.
    • Screening patients for metallic objects prior to MRI.
    • Referring patients for financial counseling.
    • Receiving, documenting, and releasing patient valuables.
    • Maintaining the patient will-call area.
• Documentation and Registration Data Quality
  • Verify patient identification to ensure the right patient for the right exam.
  • Accurately record and verify demographic information, including address and contact details.
  • Ensure completion and documentation of patient forms according to system prompts and procedures.
  • Distribute relevant brochures or letters to patients or their agents.
• Benefits and Insurance
  • Demonstrate a working knowledge of health plan coverages and guiding principles (e.g., deductibles, coinsurance, self-funding plans).
  • Provide basic coverage and benefit information to patients, referring complex questions to appropriate resources.
  • Determine patient membership and benefits using electronic systems or patient-provided information.
  • Record and verify insurance information, including Medicare Secondary Payor details, and create appropriate accounts in the electronic system.
• Cash Handling and Revenue Collection
  • Comply with cash handling policies and procedures, including reconciling shifts and depositing funds.
  • Handle revenue, secure change funds, and ensure sufficient denominations for change.
  • Document and report discrepancies, resolving cash issues in the drawer or change fund.
  • Obtain verification and pending authorizations from non-KP insurers (e.g., Medicare, Medi-Cal, COB) when a Financial Counselor is unavailable.
  • Inform patients of potential bills based on coverage and services received.
  • Calculate member liability based on benefit plans (e.g., IVF) and collect appropriate cost shares.
  • Collect and record non-dues revenue from patients.
  • Notify patients of payment options and financial liabilities, explaining basic cost share information.
  • Use overrides for cost share collection as directed by policies.
• Other Responsibilities
  • Manage and perform department-specific tasks, adhering to all policies and procedures.
  • Communicate clearly and constructively with clinical and non-clinical staff, physicians, and the community.
  • Work toward positive operational outcomes and perform other duties as required.
• Scheduling (at least 50% of time)
  • Facilitate timely scheduling of patients by coordinating information with physicians or technologists.
  • Receive orders, schedule assignments, and communicate information to patients.
  • Verify and reply to staff messages for order physicians prior to scheduling.
  • Prioritize cases/referrals using established guidelines.
  • Contact patients to schedule exams/procedures and return appointments according to procedures.
  • Utilize protocols to determine and communicate proper patient preparation, including allergies, lab tests, and prerequisite exams.
  • Notify patients of cost share obligations and conduct screening questionnaires.
  • Notify physicians to order prerequisite tests or medications as appropriate.
  • Communicate with providers' offices to ensure orders are placed or authenticated.
  • Refer patients to resources such as eligibility and financial support services, Patient Financial Services, or Member Services.
  • Follow defined KP Health Connect workflows.
  • Secure patient charts and relevant documents (e.g., history/physical, lab results, informed consents) in advance of exams.
  • Cancel and reschedule appointments as needed, notifying departments of schedule changes.
  • Contact patients to remind them of appointments and preparation requirements.
  • Provide exam/study preparation materials to patients per protocol.

Requirements

• One year of work experience involving customer service and cash handling, cash balance, or reconciliation within the last 3 years. (Per the National Agreement, current KP Coalition employees have this requirement waived.)
• High School Diploma or GED.
• Basic knowledge and use of computers, including passing a PC skills assessment.
• Typing proficiency of 35 WPM and 10-key proficiency.
• Basic addition and subtraction math skills, including passing a math assessment.
• Ability to multi-task, organize, manage time, and prioritize workflow in a complex environment.
• Willingness to work in a Labor Management Partnership environment.

Preferred Qualifications

• Previous experience in a healthcare setting.

Schedule

• Full-time, temporary position expected to last up to 3 months.
• Scheduled Weekly Hours: 40.
• Shift: Day (Monday, Tuesday, Wednesday, Friday, Saturday).
• Working Hours: 09:00 AM – 05:30 PM.
• Worker Location: Onsite.

Pay

$35.96 - $37.84 per hour. Kaiser Permanente strives to offer a market-competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of the total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.