Hybrid Patient Registration Associate at Kaiser Permanente

%3Cdiv%3E%0A%3Cp class=%22MsoNormal%22 style=%22mso-margin-top-alt: auto; mso-margin-bottom-alt: auto;%22%3E%3Cspan style=%22font-family: %27Segoe UI%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27;%22%3E%26ldquo;May be entitled to translation/bilingual, shift or other wage premiums as governed by the applicable collective bargaining agreement. Please refer to the respective collective bargaining agreement for additional information on such wage premiums: https://www.lmpartnership.org/local-contracts.%22%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%0A%3Cb%3EJob Summary:%3C/b%3E%3C/div%3E%0A%3Cp%3EActs as first point of contact for Kaiser Permanente members/patients and assists members/patients through registration process under minimal direct supervision. Makes members/patients and their needs a primary focus of ones actions; develops and sustains productive member/patient 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, cooperative relationships and displays appropriate empathy with members/patients. Considers how actions or plans will affect members; responds quickly to meet member/patient needs and resolves problems. %26nbsp;Follows processes, handles higher level customer issues, to include eligibility, benefit and billing concerns. %26nbsp;Practices proper cash handling and reconciliation processes in accordance with established policies and guidelines. Responsible to collect all patient financial liabilities. %26nbsp;%3C/p%3E%0A%3Cdiv%3E%3Cbr%3E%3Cb%3EEssential Responsibilities:%3C/b%3E%3C/div%3E%0A%3Cul style=%22margin-top: 0; margin-left: 1px; margin-bottom: 0;%22%3E%0A%3Cli%3EServes 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. %26nbsp;Supporting the member/patient experience through active listening, seeking to understand and building relationships with our member/patient. %26nbsp;Greets all members/patients/anyone that approaches your work space appropriately with a smile. %26nbsp;Assist with way finding along with environment monitoring of member/patient areas. %26nbsp;Create a seamless member/patient experience between registration and the receiving department.%3C/li%3E%0A%3Cli%3EPerform 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. %26nbsp;Identify New Members and assist with packets. %26nbsp;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). %26nbsp;Assist with scheduling routine and follow-up appointments as needed and directs members according to appointment and clinical notes. %26nbsp;Handling incoming and outgoing communication for departments. %26nbsp;Consistently demonstrates the ability to prioritize and multitask as it relates to the member experience. %26nbsp;Meets and/or exceeds regional and departmental performance standards.%3C/li%3E%0A%3Cli%3EUses 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. %26nbsp;Address complex eligibility issues, benefit explanation questions and billing and customer service concerns.%3C/li%3E%0A%3Cli%3ECollect 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. %26nbsp;May be responsible for ordering and maintaining cash/change orders.%3C/li%3E%0A%3Cli%3EProvides information and has expert knowledge of Kaiser Permanente and its health plan portfolio, services and business cycle. %26nbsp;Provides clear %26amp; concise instruction to members for accessing Kp.org/patient website %26amp; other on-line tools. Along with resetting Kp.org passwords and ordering replacement ID cards as needed.%3C/li%3E%0A%3Cli%3EMust pass Patient Registration Knowledge assessment two weeks after training at 90% or higher.%3C/li%3E%0A%3Cli%3EDemonstrates 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. %26nbsp;Video monitored with panic button linked to security services.%3C/li%3E%0A%3Cli%3EPerforms advanced Account Reconciliation which may include:%3C/li%3E%0A%3Cli%3EProactive reconciliation%3C/li%3E%0A%3Cli%3ECorrecting known benefit issues%3C/li%3E%0A%3Cli%3EAccount maintenance%3C/li%3E%0A%3Cli%3EAddressing and correcting eligibility issues.%3C/li%3E%0A%3Cli%3EValidating undistributed payments%3C/li%3E%0A%3Cli%3ESetting up payment plans for members%3C/li%3E%0A%3Cli%3EMay 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. %26nbsp;May be required to stand or sit for extended periods of time and may rotate between work stations throughout the medical office. %26nbsp;Required to remain in assigned area and adhere to scheduled breaks and lunch. %26nbsp;Medical office environment includes working in proximity to sick members with possible direct contact with potentially sick members. %26nbsp;Some occupational lifting up to 30 lbs and squatting required.%3C/li%3E%0A%3Cli%3EOther related duties as assigned.%3C/li%3E%0A%3C/ul%3E
%3Cdiv%3E%3Cb%3EBasic Qualifications:%3C/b%3E%3C/div%3E%0A%3Cdiv%3E%3Cu%3EExperience%3C/u%3E%3C/div%3E%0A%3Cul style=%22margin-top: 0; margin-left: 1px; margin-bottom: 0;%22%3E%0A%3Cli%3ETwo (2) years of work experience involving public contact, clerical, reception.%3C/li%3E%0A%3Cli%3ETwo (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.%3C/li%3E%0A%3Cli%3EPer the National Agreement, current KP Coalition employees have this experience requirement waived.%3C/li%3E%0A%3C/ul%3E%0A%3Cdiv%3E%3Cu%3EEducation%3C/u%3E%3C/div%3E%0A%3Cul style=%22margin-top: 0; margin-left: 1px; margin-bottom: 0;%22%3E%0A%3Cli%3EHigh school graduation or General Education Development (GED) Diploma required.%3C/li%3E%0A%3C/ul%3E%0A%3Cdiv%3E%3Cu%3ELicense, Certification, Registration%3C/u%3E%3C/div%3E%0A%3Cul style=%22margin-top: 0; margin-left: 1px; margin-bottom: 0;%22%3E%0A%3Cli%3EN/A%3C/li%3E%0A%3C/ul%3E%0A%3Cdiv%3E%3Cb%3EAdditional Requirements:%3C/b%3E%3C/div%3E%0A%3Cul style=%22margin-top: 0; margin-left: 1px; margin-bottom: 0;%22%3E%0A%3Cli%3EStrong verbal, written and interpersonal skills.%3C/li%3E%0A%3Cli%3EMust demonstrate excellent customer service orientation, problem solving and verbal communication ability. Must enjoy constant public contact.%3C/li%3E%0A%3Cli%3EData Entry 4500 KPH with 5% error rate or less.%3C/li%3E%0A%3Cli%3ETyping with 35 wpm with 5% error rate or less.%3C/li%3E%0A%3Cli%3EMath assessment - must obtain a proficient score between 2.51 or above.%3C/li%3E%0A%3Cli%3EComprehension/critical thinking must obtain a proficient score 2.51 or above.%3C/li%3E%0A%3Cli%3EBasic Computer Literacy must have a score 70% or higher.%3C/li%3E%0A%3Cli%3EService assessment must obtain score in the 31st percentile or above.%3C/li%3E%0A%3C/ul%3E%0A%3Cdiv%3E%3Cb%3EPreferred Qualifications:%3C/b%3E%3C/div%3E%0A%3Cul style=%22margin-top: 0; margin-left: 1px; margin-bottom: 0;%22%3E%0A%3Cli%3EN/A%3C/li%3E%0A%3C/ul%3E%0A%3Cp style=%22font-family: Arial;%22%3ENotes:%3C/p%3E%0A%3Cul%3E%0A%3Cli style=%22font-family: Arial;%22%3EThis is a float position that covers all medical offices in the Colorado Region.%3C/li%3E%0A%3C/ul%3E Apply Now