Associate, Patient Registration

Job Summary:

The Patient Registration Associate is the first point of contact for Kaiser Permanente members and visitors. Responsible for business functions related to patient registration and appointment scheduling. Leverages digital and non-digital platforms to handle Release of Information and Business Office processes. Provides exceptional member experiences and assists with insurance forms, benefits, and payment transactions. Addresses member concerns in a timely manner. Must be able to work independently, take initiative, and prioritize multiple projects simultaneously.

Essential Responsibilities:

• Assist members with registration, verifying eligibility and updating demographic information, payment plans, and creating new accounts.

• Process co-payment and regulatory front-end forms and assist members who qualify for Medical Financial Assistance by setting up qualifying services.

• Utilizes available resources to determine patient account status and answers questions regarding co-pay, deductibles, co-insurance, and deposits, as applicable.

• Provides explanation on member health plan portfolio, Kaiser Permanente services and business cycle, benefits, and clinic locations, as appropriate.

• Proficient in Point of Service (POS), back-office copay, and outstanding balance (OSB) collection.

• Practices proper cash handling, reconciliation, and end-of-day processes in accordance with established policies and guidelines.

• Assist new members through the onboarding process.

• Address and resolve member concerns.

• Subject matter expert for support of customer service coordinator and handling escalated member concerns.

• Greets members in the MOB at Kiosk general areas and assists with wayfinding.

• Proficient in Health Connect as related to their job duties.

• Manages complex appointment scheduling at the request of members/physicians, per established protocols, and provides pre-appointment instructions, as necessary.

• Assists with patient navigation, as appropriate.

• Adheres to record retention practices.

• Documents quality issues and informs the appropriate personnel.

• Follows appropriate procedures for medical and non-medical emergencies in the medical office building or campus.

• Request and maintain supplies for the Kiosk and reception areas.

• Support of back-office duties and projects (i.e. answering phones, calling nurse/lab tech for IVs, coordinating patient transport, coordination with ancillary services, including pharmacy, lab, and radiology, instrument delivery and inventory management, assist with ordering and stocking of linens and nutrition supplies, obtaining outside medical records, ordering referrals, scheduling appointments and stat tests, etc.).

• May perform other duties as assigned.

Basic Qualifications:

Experience

• Minimum three (3) years of experience in service-related field, such as patient registration, admitting, billing/collections, appointment scheduling, cash handling experience, and knowledge of managed care.

• Minimum three (3) years of work experience involving cash handling or cash balance or reconciliation.

• Minimum two (2) years of work experience using multiple business software applications simultaneously.

Education

• Associates degree in customer care, office administration, healthcare or two (2) years of experience in a directly related field.

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

License, Certification, Registration

• N/A

Additional Requirements:

• Must demonstrate exceptional customer service orientation, problem solving, and conflict resolution skills.

• Successful completion of Customer Service Assessment.

• Advanced computer skills MS Office Suite, including data entry experience and familiarity with general office equipment and software.

• Conflict resolution skills.

• Effective written and verbal communication skills.

• Must be able to work independently.

Preferred Qualifications:

• Experience within a health care setting preferred (i.e. insurance, managed care industry, medical terminology, Medical Assistant experience) preferred.

• Knowledge of financial transactions preferred.

• Knowledge of electronic medical record experience (i.e. EPIC) preferred.

• Familiar with HIPAA guidelines (patient privacy) preferred.

• Customer service aptitude demonstrated through Customer Service Assessment preferred.

COMPANY: KAISER

TITLE: Associate, Patient Registration

LOCATION: Atlanta, Georgia

REQNUMBER: 1432133

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.