Skip to Main Content

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- Service Ambassador (Capitol Hill/Seattle, 1.0FTE-Limited Duration)

Location: Seattle, WA Job Number: 723768 Date posted: 08/07/2018
Description: Perform general patient access and registration duties in EPIC Practice Management, such as, answer telephones, make appointments, process referrals, 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 Permanente 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 Permanente 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 Permanente
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; Process internal and external referrals.
  • 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 KP services; Assist patients with billing questions.
  • 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.
  • Customer Service: Adhere to Kaiser Permanente 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 Permanente services


    ** HOURS CAN RANGE FROM 7:00 AM TO 5:30 PM - THIS IS A LIMITED DURATION POSITION

  • 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 additional experience in a patient care setting.
  • Experience with IDX (Phamis) LastWord patient accounting system.
  • Six (6) months experience in processing various types of billing, including workers compensation, subrogation, coordination of benefits, and private/self-pay.
  • Vocational training in medical office procedures and billing.
  • Coursework or practical training and experience in ICD-9 and CPT coding.

  • Use of Epic Cadence/Prelude/Resolute or other patient scheduling and accounting systems.
  • Understanding of Kaiser Permanente 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 Permanente 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.
  • One (1) year successful candidates will demonstrate a high degree of adaptability, productivity, and reliability as well as an ability to work independently in an ambiguous environment. 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,Seattle,Capitol Hill South Building 125 16th Ave. E Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: Varies Working Hours End: Varies Job Schedule: Full-time Job Type: Standard Employee Status: Temporary Employee Group/Union Affiliation: OPEIU Job Level: Individual Contributor Job Category: Customer Services Department: CEN Specialty PABO Travel: No
    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.

    Glassdoor Logo

    See What People are Saying About Working at KP

    Jan 24, 2018

    "Operations Manager"

    Glassdoor Ratings

    Current Employee - Business Operations Manager in Denver, CO

    • Recommends
    • Positive Outlook
    • Approves of CEO

    I have been working at Kaiser Permanente full-time (More than 3 years)

    Pros

    The best benefits I've ever had, good pay, typically intelligent leaders. I'm proud of our CEO for speaking out against potential healthcare changes that would negatively impact Americans.Full Review

    More Kaiser Permanente Ratings & Reviews (3,975)

    Thanks
    to Our
    Employees

    Kaiser Permanente has been named one of the 2018 Best Places to Work. Check out what our employees like best about working at KP!

    glassdoor 2018 Best Places to Work - Employees' Choice

    Our Events

    Come introduce yourself to a member of the Kaiser Permanente team at an upcoming career or professional event. We look forward to meeting you in person.

    Recently Viewed Jobs

    You do not have any recently viewed jobs.

    Join Kaiser Permanente's Talent Network

    Please fill out the fields below and click "Join Now" to receive information about opportunities that relate to your selections.

    Interested InSearch for a category and select one from the list of suggestions. Search for a location and select one from the list of suggestions. Finally, click “Add” to create your job alert.

    • Customer Services, Seattle, Washington, United StatesRemove

    Interested in internships or early career opportunities? Click here to join our University Talent Network. Are you a Veteran? Click here to join our Military Talent Network.