Patient Registration Associate

May be entitled to translation/bilingual, shift, or other wage premiums as governed by the applicable collective bargaining agreement. Refer to the respective collective bargaining agreement for additional information.

About the role

Acts as the first point of contact for Kaiser Permanente members/patients and assists them through the registration process under minimal direct supervision. Focuses on members/patients and their needs, developing and sustaining productive relationships. Greets each member with a smile, eye contact, proper tone, and welcoming body language. Actively seeks information to understand member/patient circumstances, problems, expectations, and needs. Builds rapport and cooperative relationships while displaying appropriate empathy.

Responsibilities

• Exhibits respectful, professional, courteous, and friendly behavior toward patients, members, and colleagues to support the member/patient experience.
• Greets all members/patients and visitors with a smile and assists with wayfinding and environment monitoring.
• Performs the standard registration process for sign-in and check-in, including maintenance of member demographics (e.g., language preferences, name, communication methods).
• Identifies new members and assists with intake forms, following department guidelines for PFL, HIPAA, Disability, and other frontend processes (e.g., electronic forms, CDs, questionnaires).
• Generates member printouts upon request (e.g., billing reports, Evidence of Coverage).
• Assists with scheduling routine and follow-up appointments and directs members according to appointment and clinical notes.
• Handles incoming and outgoing communication for departments and prioritizes tasks to enhance the member experience.
• Uses available resources and tools to determine patient account status, eligibility, and financial liability (e.g., copays, deductibles, outstanding balances).
• Selects or creates appropriate account types for benefits, eligibility, third-party coordination, workers' compensation, fee-for-service, or non-member services.
• Addresses complex eligibility issues, benefit explanations, billing concerns, and customer service inquiries.
• Collects patient financial liabilities and practices proper cash handling and reconciliation in accordance with established policies.
• May order and maintain cash/change orders.
• Provides expert knowledge of Kaiser Permanente’s health plan portfolio, services, and business cycle, including guiding members on accessing Kp.org, resetting passwords, and ordering replacement ID cards.
• Must pass the Patient Registration Knowledge assessment with a score of 90% or higher within two weeks of training.
• Demonstrates critical thinking and problem-solving during challenging interactions and follows procedures for medical and non-medical emergencies.
• Performs advanced account reconciliation, including proactive reconciliation, correcting benefit issues, addressing eligibility, validating undistributed payments, and setting up payment plans.
• Works in fluctuating temperatures, high-traffic areas with constant interruptions, and confined spaces with artificial lighting and limited movement.
• May stand or sit for extended periods and rotate between workstations; must adhere to scheduled breaks and remain in assigned areas.
• Works in proximity to sick members, with possible direct contact; some occupational lifting up to 30 lbs and squatting required.

Requirements

• High school graduation or General Education Development (GED) diploma required.
• Two years of work experience involving public contact, clerical, or reception duties.
• Two years of work experience involving cash handling, cash balance, or reconciliation, including one year of experience using multiple business software applications simultaneously. (Per the National Agreement, current KP Coalition employees have this requirement waived.)
• Strong verbal, written, and interpersonal skills with excellent customer service orientation and problem-solving ability.
• Data entry: 4,500 KPH with a 5% error rate or less.
• Typing: 35 WPM with a 5% error rate or less.
• Math assessment: Proficient score of 2.51 or above.
• Comprehension/critical thinking: Proficient score of 2.51 or above.
• Basic computer literacy: Score of 70% or higher.
• Service assessment: Score in the 31st percentile or above.

Work Environment

• Float position covering all medical offices in the Colorado Region.
• Full-time, variable shift (including weekends and holidays).
• 100% onsite work; worker location must align with Kaiser Permanente’s Authorized States policy.
• Video-monitored with a panic button linked to security services.

Pay

$25.13 - $34.23 per hour. The posted pay range reflects possible base salaries and does not reflect the full value of Kaiser Permanente’s total rewards package. Actual base pay 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.