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Kaiser Permanente Careers

Customer Service

Making Each Interaction Extraordinary

Functioning as a liaison between our members, employer groups, providers, brokers, and internal customers, our customer service groups are the face and voice of Kaiser Permanente. They play a vital role in explaining our offerings, policies, and procedures as well as meeting the needs of our members across the country.

Registration Representative

Location: Portland, OR Additional Locations:

Central Interstate Medical Offices 3600 N. Interst, 3600 N. Interstate Ave., Portland,Oregon, 97227
South Interstate Medical Offices 3500 N. Interstat, 3500 N. Interstate Ave., Portland,Oregon, 97227
West Interstate Med Offices 3325 N. Interstate Ave, 3325 N. Interstate Ave., Portland,Oregon, 97227
Concordia - Faubion Wellness Center 2930 NE Dekum, 2930 NE Dekum St., Portland,Oregon, 97211
Job Number: 814018 Date posted: 08/15/2019
Registers patients to receive medical services in clinic, hospital inpatient, Ambulatory, or Emergency services. Obtains demographic information, validates & verifies insurance, & receives payments, based on established manual or technological protocols, refers patients to Financial Advocates. Answers &/or refers questions received from patients, visitors, staff as appropriate. Performs various related cash handling procedures per SOX control regulations. Staff members in this position may perform all, or a combination of the duties described depending upon their assigned work area & the specific needs of the department.

Essential Functions:

- Registration: Greets & registers patients for various medical care in the clinic setting potentially in a 24 hour, 7 day a week environment & in a highly active fast paced setting such as the Emergency department.
- Verifies the patient demographic & insurance information w/ the patient consistent w/ the National Registration Standards & regional policies.
- Verifies Insurance Eligibility & Benefits (including policy limitations) for all payers using approved system to check for eligibility & benefit information.
- Uses problem-solving skills to verify patient identification through patient name, spouse names, social security number, date of birth & address in order to identify & minimize duplicate medical records.
- Interview patient to obtain/determine payer source, financial & demographic information & obtains appropriate signatures.
- Verifies, identifies, & inputs Other Coverage Information (OCI), primary, secondary, & tertiary payers for services provided.
- Revenue Collection: Determines & collects cost-shares, & partial payments for services to be received.
- Enter/verify payments in the computer, close cash drawers, count currency, checks, & credit card payments at the end of each shift, & create deposits per cash handling policies.
- Maintains billing accuracy & compliance per KPNW & National Revenue Cycle policies.
- Communicate to the patient the Northwest's policy on payment of services or prepayment when significant patient liabilities are identified.
- Collect past due balances & refers, as appropriate, to financial counselors.
- Appointing & Messaging: Takes messages as required according to scripts & guidelines.
- May schedule &/or cancel appointments based on member's needs & regional policies & procedures.
- Regulatory/Organizational Compliance: Explains & requests patients to sign regulatory forms such as consent & release forms as required.
- Makes copies or scans of patient identification, insurance information & other related forms & documents.
- Fully understands & adheres to the rules & regulations of Medicare, Medicaid, Managed Care & Commercial payers regarding referrals, preauthorization & pre-certification requirements.
- Is knowledgeable & maintains compliance w/ CMS by accurately completing Medicare Secondary Payer screening information.
- Explains basic KPNW Medical Center &/or clinic policies & procedures to patients.
- General Services: Stock appropriate forms & supplies.
- Demonstrates responsibility in handling supplies & equipment in a cost-effective manner & according to standards such as policies, procedures, & infection control guidelines.
- Assist patients by providing phone numbers, facility directions & office layouts.
- Performs all other duties as assigned consistent w/ job description.
- This job description is not all encompassing.
Basic Qualifications:
- Two (2) years of health care financial OR two (2) of years cash handling customer service experience in high volume customer service environment.
- Two (2) years of experience keyboarding/typing & navigating multiple computer applications in a Windows environment including data input.
- High School Diploma/GED.
- Excellent verbal & written English communication skills.
- Excellent organizational skills, flexibility & ability to switch tasks frequently.
- Final candidates will need to complete Contact Center Simulation assessment within minimum competency score of fiftieth (50th) percentile or higher.
- Final candidates will complete approved medical terminology course within six (6) months of date of hire.
- Strong complex problem solving skills & the ability to make decisions independently.


Preferred Qualifications:

- Previous experience w/ EPIC applications preferred.
- Previous hospital or ambulatory clinic registration experience preferred.
- Certification by HFMA or NAHAM preferred.
Primary Location: Oregon,Portland,East Interstate Medical Offices 3550 N. Interstate Scheduled Weekly Hours: 1 Shift: Variable Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: Varies Working Hours End: Varies Job Schedule: Call-in/On-Call Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: SEIU - Local 49 Job Level: Entry Level Job Category: Customer Services Department: Patient Registration 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.

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 and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

About Customer Service Careers

Customer Service Careers

With over 11 million members, more than 127,000 employees, and over 40 million doctor visits a year, our customer service teams need you to come work with a wide variety of people to address concerns, resolve grievances, and educate our communities about our offerings. At Kaiser Permanente, you'll put your communication and mediation skills to work in support of excellence. We are committed to supporting you with ongoing growth, training, and development opportunities.

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