Patient Registration Associate

Job Summary

Acts as first point of contact for Kaiser Permanente members/patients and assists members/patients through registration process under minimal direct supervision. Supports the member/patient experience by exhibiting respectful, professional, courteous, and friendly behavior.

Essential Responsibilities

• Serves as ambassadors for Kaiser Permanente by exhibiting respectful, professional, courteous, and friendly behavior towards and around our patients and members and supporting the member/patient experience.
• Supports the member/patient experience through active listening, seeking to understand, and building relationships with our member/patient.
• Greets all members/patients/anyone that approaches your work space appropriately with a smile.
• Assists with way finding along with environment monitoring of member/patient areas.
• Create a seamless member/patient experience between registration and the receiving department.
• Performs the Standard Registration Process for sign-in and check-in procedures.
• To include maintenance of member demographics, i.e. preferences of language, name and communication methods.
• Identify New Members and assist with packets. Intake forms and follows department guidelines: PFL/HIPAA/Disability and other forms part of the frontend process. To include electronic forms, CDs and questionnaires.
• Generate member printouts upon request (i.e. Billing report and Evidence of Coverage).
• Affixes to schedule routine and follow-up appointments as needed and directs members according to appointment and clinical notes.
• Handles incoming and outgoing communication for departments.
• Consistently demonstrates the ability to prioritize and multitask as it relates to the member experience.
• Mets and/or exceeds regional and departmental performance standards.
• Uses available resources and tools to determine patient account status and eligibility.
• Selects or creates the appropriate account type at time of registration for the following: benefits, eligibility, patient liability, third party, coordination of benefits, venture programs, automobile insurance, workers compensation insurance, fee for service, or services for non-members.
• Addresses complex eligibility issues, benefit explanation questions and billing and customer service concerns.
• Collects patient financial liabilities such as copay, pre-service dollars, deductibles and outstanding balance.
• P Practices proper cash handling and reconciliation processes in accordance with established policies and guidelines.
• May be responsible for ordering and maintaining cash/change orders.
• Provides information and has expert knowledge of Kaiser Permanente and its health plan portfolio, services and business cycle.
• Provides clear & concise instruction to members for accessing Kp.org/patient website & other on-line tools. Along with resetting Kp.org passwords and ordering replacement ID cards as needed.
• Must pass Patient Registration Knowledge assessment two weeks after training at 90% or higher.
• Demonstrates critical thinking and problem solving during challenging patient interactions and situations.
• Able to recognize and to follow appropriate procedures for medical and non-medical emergencies.
• Video monitored with panic button linked to security services.
• Performs advanced Account Reconciliation which may include: Proactive reconciliation, Correcting known benefit issues, Account maintenance, Addressing and correcting eligibility issues, Validating undistributed payments, Setting up payment plans for members.
• May work in fluctuating temperatures.
• May have to work in a high traffic area with constant interruptions.
• May work in a restricted space with artificial lighting, confined by computer and related equipment with limited movement.
• May be required to stand or sit for extended periods of time and may rotate between work stations throughout the medical office.
• Required to remain in assigned area and adhere to scheduled breaks and lunch.
• Medical office environment includes working in proximity to sick members with possible direct contact with potentially sick members.
• Some occupational lifting up to 30 lbs and squatting required.
• Other related duties as assigned.

Experience

• Two (2) years of work experience involving public contact, clerical, reception.
• Two (2) years of work experience involving cash handling or cash balance or reconciliation to include one (1) year of work experience using multiple business software applications simultaneously.

Education

• High school graduation or General Education Development (GED) Diploma required.

Additional Requirements

• Strong verbal, written and interpersonal skills.
• Must demonstrate excellent customer service orientation, problem solving and verbal communication ability.
• Must enjoy constant public contact.
• Data Entry 4500 KPH with 5% error rate or less.
• Typing with 35 wpm with 5% error rate or less.
• Math assessment - must obtain a proficient score between 2.51 or above.
• Comprehension/critical thinking must obtain a proficient score 2.51 or above.
• Basic Computer Literacy must have a score 70% or higher.
• Service assessment must obtain score in the 31st percentile or above.