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PRN Associate, Patient Registration

Primary Location Jonesboro, Georgia Job Number 1051657 Date posted 06/30/2022
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Description:
Job Summary:

Acts as first point of contact for Kaiser Permanente members/patients and is responsible for business functions related to registration, Release of Information and Business Office processes while working with all current and future associated equipment and digital and non-digital platforms. Supports the member experience by providing registration services (check- in, check-out, order entry, scheduling), insurance forms and payment transactions that support the revenue stream. Supports member concerns, assistance with benefits, and assistance with navigation through the delivery system. Practices proper cash handling and reconciliation processes in accordance with established policies and guidelines. Makes members/patients and their needs a primary focus of ones actions; develops and sustains productive member/patient relationships. Actively seeks information to understand member/patient circumstances, problems, expectations, and needs. Builds rapport and cooperative relationship with members/patients. Considers how actions or plans will affect members/patients; responds quickly to meet member/patient needs and resolve problems. Supports service, quality, and affordability initiatives for an assigned service area in an effort to optimize operational excellence by meeting and/or exceeding established regional targets. Must be able to work independently, self-motivated with great initiative and the ability to manage and prioritize multiple projects simultaneously.

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.

  • Ensures internal and external customers and visitors are greeted and assisted in a service-oriented manner, timely, and accurately. Requests identification to properly register patient for services.

  • Demonstrates proficiency in Kaiser Permanente defined models of customer service behavior. Actively follows the C.A.R.E. and AIDET steps to ensure consistent service delivery. Actively follows the A.H.E.A.R.T steps to ensure consistent service recovery.

  • Creates a concierge-quality presence at the workspace by delivering announcements in a clear and confident manner, offering assistance immediately to all who enter the workspace, walking customers at least part way to their destinations when possible and by keeping the waiting and work areas clean and orderly.

  • Uses available resources to determine patient account status. Develops and supports the on-going development/implementation of methods for monitoring access, productivity & outcomes. Provides assistance for members who qualify for Medical Emergency Relief Fund/Medical Financial Assistance and process funds according to policy. Assists and educates members by answering questions regarding patient co-pay, deductible, co-insurance and/or deposit as applicable.

  • 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.

  • Identifies, interprets, captures and/or collects patients financial liability at point of service.

  • Provides written or electronic documentation of transaction to the patient.

  • Follows policy and procedures for obtaining change bags and end of the day process. Provides information to members/customers regarding outstanding balances and direct members to the appropriate check out process.

  • Builds effective working relationships with physicians/staff and other departments within the organization. Identifies and reports problems and inefficiencies in existing system and recommends changes where appropriate to the supervisor or administration.

  • Exhibits competency in Health Connect (patient registration) and all other tools, programs and processes associated with the position. Participates in annual regional and department compliance training. Assures area is in compliance with regulatory guidelines and is prepared for surveys and audits, including but not limited to, DHR, EHS, NCQA, WPS, SOX.

  • When appropriate, provides information and has expert knowledge of Kaiser Permanente and its health plan portfolio, services and business cycle i.e. explain specific member benefits, identify clinic locations and services offered, and clarify Kaiser Permanente processes.

  • Ability to recognize and to follow appropriate procedures for medical and non-medical emergencies.

  • Consistently demonstrates the ability to prioritize and multitask as it relates to the member experience.

  • Provide administrative and clerical support to facility and member experience by posting, creating and disseminating information to members and throughout the facility.

  • Demonstrates critical thinking and problem solving during challenging patient interactions and situations.

  • Practices proper cash handling and reconciliation processes in accordance with established policies and guidelines.

  • Meets and/or exceeds regional and departmental performance standards.

  • Medical office environment includes working in proximity to sick members with possible direct contact with potentially sick members.

  • May work in fluctuating temperatures.

  • High traffic area with constant interruptions. Restricted space, confined by computer and related equipment with limited movement. Required to remain in assigned area and adhere to scheduled breaks and lunch. May be required to stand or sit for extended periods of time.

  • Video monitored with panic button linked to security services. Some occupational lifting, up to 30 lbs.

  • Other duties as assigned.

Basic Qualifications:
Experience


  • Minimum three (3) years of work experience involving public contact, clerical, reception.

  • Minimum three (3) years of work experience involving cash handling or cash balance or reconciliation to include 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 verbal communication ability. Must enjoy constant public contact.
  • Successful completion of Customer Service Assessment.
  • Effective written and oral communication skills.
  • Ability to conform and train to established policies and procedures as required, including local and National key messages around enhancements and updates.
  • Conflict resolution skills.
  • Must be able to work independently.
  • Must have history of being on time and good attendance.
  • Advanced computer skills, including data entry experience and familiarity with general office equipment and software.
  • Must be willing to travel entire Georgia region as needed for coverage in all locations.
  • Must sign agreement to work a minimum number of shifts per month.
  • Position has no guaranteed hours and individuals cannot exceed 30 hours per week or 120 hours per month.
Preferred Qualifications:

  • Bachelors Degree.
Primary Location: Georgia,Jonesboro,Southwood Medical Offices I Scheduled Weekly Hours: 1 Shift: Variable Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: 12:00 AM Working Hours End: 11:59 PM Job Schedule: Call-in/On-Call Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: GTC|UFCW|Local 1996 Job Level: Individual Contributor Department: Southwood Medical Offices - Reception/Cashier - 2808 Travel: Yes, 100 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.