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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.

Patient Access Representative- FAST/Float (Tukwila Cluster, 0.75FTE)

Location: Renton, WA Job Number: 724703 Date posted: 08/09/2018
Description: Perform general patient access and registration duties in EPIC Practice Management, such as, answer telephones, make appointments, maintain provider templates and appointment schedules, verify patient demographics and insurance coverage. Perform general patient account management duties, such as, obtain prior authorization for services, process items in the appropriate work queues to complete registration and enter service capture data. Ensure patient accounts and coverage structures meet Kaiser Foundation Health Plan of Washington standards and billing requirements of various payors. Function as liaison to Patient Financial Services and the Health Plan. Communicate with external government payors and employers, as necessary. Work directly with patients on billing related matters and provide fee estimates to patients for Kaiser Foundation Health Plan of Washington services. May perform duties related to cash collection and depositing. Demonstrate strong customer service and communication skills. Adhere to HIPAA and patient confidentiality requirements. May act as the patients' first point of contact with Kaiser Foundation Health Plan of Washington.

Essential Responsibilities:
  • Patient Access and Registration: Answer phones. Perform appointment making processes. Complete accurate patient registration, such as, verification of patient demographics and payor coverage. Perform check-in, check-out, admit and discharge tasks. Build and maintain appointing templates. Perform MyGH set up verification. Communicate with patients via multiple channels.
  • General Account Management: Confirm and set up payor coverage structures. Obtain prior authorization for services. Process appropriate items in the patient, claim edit and charge review work queues. Act as liaison to Patient Financial Services and the Health Plan. Communicate with external government payors and employers, as necessary. Perform manual service capture and data entry. Act as liaison to Health Information Management Coding Specialist for facility specific coding issues. Apply account review criteria and billing guidelines in preparation for off site billing of professional services. Provide fee estimates for GH services. Assist patients with billing questions.
  • Customer Service: Adhere to Kaiser Foundation Health Plan of Washington behavior & appearance standards. Demonstrate strong customer service and communication skills. Treat customers with courtesy and respect. Adhere to HIPAA and patient confidentiality requirements. May act as a guide when a patient accesses Kaiser Foundation Health Plan of Washington services
  • Cash Collection and Depositing: Collect co-pays and cost shares for services. Process refunds. Perform daily cash reconciliation and reporting for retail transactions. Process daily till closeout. Prepare bank documentation, combine and reconcile deposits of cashiers in the facility


    ** FLEXIBLE ALTERNATE STAFFING TEAM PROVIDES RELIEF FOR STAFFING SHORTAGES OCCURRING FROM EXTENDED LEAVES, SCHEDULED TIME OFF, AND SHORT NOTICE ABSENCES. TEAM MEMBERS MUST HAVE THE ABILITY TO WORK A VARIED SCHEDULE BETWEEN THE HOURS OF 6:00 A.M. AND 11:30 P.M., INCLUDING WEEKENDS WITH AS LITTLE AS 48 HOURS SCHEDULING NOTICE. PART TIME FAST PARS WILL BE SCHEDULED TO WORK 60 HOURS PER TWO WEEK PAY PERIOD. PART TIME FAST PARS RECEIVE AN ADDITIONAL $2/HR PREMIUM ABOVE THEIR NORMAL PAR PAY SCALE. TRAVEL TIME, MILEAGE AND PARKING ARE EXTRA COMPENSATION AS APPLICABLE.
    TUKWILA CLUSTER SUPPORTS: BURIEN MEDICAL CENTER, FEDERAL WAY MEDICAL CENTER, KENT MEDICAL CENTER, RENTON ADMINISTRATIVE CALL CENTER CAMPUS


  • Basic Qualifications:
    Experience
  • Minimum one (1) year of experience in a business office within a medical care delivery, hospital, insurance or large contact center environment OR a minimum two (2) years of experience providing excellent customer service in a fast-paced environment.
    Education
  • High School Diploma/GED
    License, Certification, Registration
  • N/A


    Additional Requirements:
  • Experience in electronic patient accounting, scheduling or customer information systems.
  • Basic PC skills in MS Windows environment, 10-key and typing (35 WPM).
  • Customer service skills, the ability to effectively communicate with a diverse customer base, and strong organizational skills.


    Preferred Qualifications:
  • Three (3) years of experience in a patient care setting.
  • Minimum six (6) months experience in processing various types of billing, including workers compensation, subrogation, coordination of benefits, and private/self-pay.
  • Experience with IDX (Phamis) LastWord patient accounting system.
  • Vocational training in medical office procedures and billing.
  • Coursework or practical training and experience in ICD-9 and CPT coding.
  • Successful candidates will demonstrate a high degree of adaptability, productivity, and reliability as well as an ability to work independently in an ambiguous environment.
  • Use of Epic Cadence/Prelude/Resolute or other patient scheduling and accounting systems.
  • Understanding of Kaiser Foundation Health Plan of Washington billing protocols and cash posting systems.
  • Familiar with medical terminology.
  • Knowledge of delivery system business operations processes, including appointing, account intake and verification, cashiering, financial interviewing, referral processing and data entry.
  • Working knowledge of health care insurance practices and billing.
  • Knowledge of health care payer/insurer types, including state and federal workers compensation, commercial, subrogation, self-insured, Medicare (CMS) and Medicaid (DSHS).
  • Understanding of Kaiser Foundation Health Plan of Washington insurance products and benefits.
  • Proven ability to establish credibility and respect with patients.
  • Proven ability to problem solve and take initiative.
  • Ability to provide feedback and education to other staff regarding correct procedures.
  • They will have effective interpersonal, communication, and customer service skills for both face-to-face and telephone interactions with patients, medical staff, and team members.
  • Candidates will be positive, open-minded, and focused on continuous improvement.
  • They must be able to learn new processes, procedures, and software programs quickly, while demonstrating attention to detail and accuracy in their daily work.

    Primary Location: Washington,Renton,Renton Administration - Glacier 1200 SW 27th St. Scheduled Weekly Hours: 30 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: 6:00 AM Working Hours End: 11:30 PM Job Schedule: Part-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: OPEIU Job Level: Individual Contributor Job Category: Customer Services Department: CBOS- FAST (Tukwila cluster) Travel: Yes, 50 % 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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