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. 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.

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.
• Aid with way finding along with environment monitoring of member/patient areas.
• Create a seamless member/patient experience between registration and the receiving department.
• Perform 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).
• Aid with scheduling routine and follow-up appointments as needed and directs members according to appointment and clinical notes.
• Handling 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.
• Address complex eligibility issues, benefit explanation questions and billing and customer service concerns.
• Collect patient financial liabilities such as copay, pre-service dollars, deductibles and outstanding balance.
• 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.
• Ability 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.
• Requires 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.