Description:

serves as the first point of contact for Kaiser Permanente members and patients, and with little direct supervision, helps members and patients with the registration process. focuses all of one's actions on members/patients and their needs; builds and maintains fruitful relationships with members/patients. Smiles make eye contact, uses the appropriate tone, and makes a friendly gesture when greeting each member. actively searches out information to comprehend the situations, issues, requirements, and concerns of members and patients. demonstrates adequate empathy and establishes rapport with members and patients. Takes into account how decisions or plans will affect the members; acts fast to address a member or patient's requirements and find solutions to issues. Follows procedures and deals with more complex customer issues, such as questions about eligibility, benefits, and billing. follows established policies and regulations when carrying out proper cash management and reconciliation procedures. accountable for recouping all patient financial obligations.

The front-end process includes paperwork for PFL, HIPAA, disability, and other issues. to incorporate digital forms, CDs, and surveys. Produce member printouts as needed (i.e. Billing report and Evidence of Coverage). Help with normal and follow-up appointment scheduling as needed, and give members instructions based on the appointment and clinical notes. managing departments' communication, both incoming and outgoing. consistently exemplifies the capacity for multitasking and setting priorities with regard to the member experience. meets or surpasses departmental and regional performance goals.

identifies the status and eligibility of patient accounts using the resources and technologies at hand. When registering for the following services—benefits, eligibility, patient liability, third party, coordination of benefits, venture programs, vehicle insurance, workers' compensation insurance, fee-for-service, or services for non-members—the user chooses or establishes the appropriate account type. Answer questions about benefit clarification, billing, and customer support as well as complicated eligibility difficulties.

Collect all outstanding debts from patients, including copays, deductibles, and pre-service money. follows established policies and regulations when carrying out proper cash management and reconciliation procedures. Ordering and monitoring cash/change orders may fall under your purview. has in-depth expertise of Kaiser Permanente's health plan portfolio, services, and business cycle and offers information on it. Gives members detailed instructions on how to use the Kp.org/patient website and other online tools. In addition to changing Kp.org passwords and acquiring new ID cards as necessary.

Two weeks following training, the patient registration knowledge test must be passed with a score of 90% or better. When dealing with difficult patient encounters and circumstances, demonstrates critical thinking and problem-solving skills. the capacity to recognize situations, both medical and non-medical, and to take the appropriate action. security services are connected to a panic button and video surveillance.

When account reconciliation is carried out, which may involve:

proactive rapprochement

addressing recognized benefit problems

maintenance of accounts

addressing and resolving concerns with eligibility.

checking undelivered payments

establishing payment plans for participants

may function in a temperature range. Working in a busy place with frequent interruptions may be necessary. Work may be done in a small, artificially lit area that is immobile due to a computer and other connected equipment.

Rotate between workstations spread out throughout the medical office and be expected to stand or sit for extended amounts of time. need to adhere to specified lunch and break times as well as to remain in designated area. Working in close proximity to sick employees and maybe having direct contact with employees who may be ill are both part of the medical office setting. Squatting and light lifting up to 30 pounds are necessary for the job.

Various other relevant tasks as needed.

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