Patient Registration Associate

2 weeks ago

Littleton, Colorado, United States Kaiser Permanente Full time
Job Summary: As a Patient Registration Associate at Kaiser Permanente, you will serve as the first point of contact for members/patients and assist them through the registration process under minimal direct supervision. You will make members/patients and their needs a primary focus of your actions, developing and sustaining productive member/patient relationships. You will greet each member with a smile, eye contact, proper tone, and welcoming body language, actively seeking information to understand member/patient circumstances, problems, expectations, and needs. You will build rapport, cooperative relationships, and display appropriate empathy with members/patients, considering how actions or plans will affect members and responding quickly to meet member/patient needs and resolve problems. You will follow processes, handle higher-level customer issues, including eligibility, benefit, and billing concerns, and practice proper cash handling and reconciliation processes in accordance with established policies and guidelines. You will be responsible for collecting all patient financial liabilities. 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. Supporting the member/patient experience through active listening, seeking to understand, and building relationships with our member/patient. Greets all members/patients/anyone that approaches your workspace appropriately with a smile. Assist with wayfinding along with environment monitoring of member/patient areas. Create a seamless member/patient experience between registration and the receiving department.
  • Perform the Standard Registration Process for sign-in and check-in procedures. To include maintenance of member demographics, i.e., preferences of language, name, and communication methods. Identify New Members and assist with packets. Intake forms and follows department guidelines: PFL/HIPAA/Disability and other forms part of the frontend process. To include electronic forms, CDs, and questionnaires. Generate member printouts upon request (i.e., Billing report and Evidence of Coverage). Assist with scheduling routine and follow-up appointments as needed and directs members according to appointment and clinical notes. Handling incoming and outgoing communication for departments. Consistently demonstrates the ability to prioritize and multitask as it relates to the member experience. Meets and/or exceeds regional and departmental performance standards.
  • Uses available resources and tools to determine patient account status and eligibility. 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. Address complex eligibility issues, benefit explanation questions, and billing and customer service concerns.
  • Collect patient financial liabilities such as copay, pre-service dollars, deductibles, and outstanding balance. Practices proper cash handling and reconciliation processes in accordance with established policies and guidelines. May be responsible for ordering and maintaining cash/change orders.
  • Provides information and has expert knowledge of Kaiser Permanente and its health plan portfolio, services, and business cycle. Provides clear and concise instruction to members for accessing Kp.org/patient website and other online tools. Along with resetting Kp.org passwords and ordering replacement ID cards as needed.
  • Must pass Patient Registration Knowledge assessment two weeks after training at 90% or higher.
  • Demonstrates critical thinking and problem-solving during challenging patient interactions and situations. Ability to recognize and to follow appropriate procedures for medical and non-medical emergencies. Video monitored with panic button linked to security services.
  • Performs advanced Account Reconciliation which may include:
  • Proactive reconciliation
  • Correcting known benefit issues
  • Account maintenance
  • Addressing and correcting eligibility issues
  • Validating undistributed payments
  • Setting up payment plans for members
  • May work in fluctuating temperatures. May have to work in a high-traffic area with constant interruptions. May work in a restricted space with artificial lighting, confined by computer and related equipment with limited movement. May be required to stand or sit for extended periods of time and may rotate between workstations throughout the medical office. Required to remain in assigned area and adhere to scheduled breaks and lunch. Medical office environment includes working in proximity to sick members with possible direct contact with potentially sick members. Some occupational lifting up to 30 lbs and squatting required.
  • Other related duties as assigned.
Basic Qualifications:
  • Two (2) years of work experience involving public contact, clerical, reception.
  • Two (2) years of work experience involving cash handling or cash balance or reconciliation to include one (1) year of work experience using multiple business software applications simultaneously.
  • Per the National Agreement, current KP Coalition employees have this experience requirement waived.
Additional Requirements:
  • Strong verbal, written, and interpersonal skills.
  • Must demonstrate excellent customer service orientation, problem-solving, and verbal communication ability. Must enjoy constant public contact.
  • Data Entry 4500 KPH with 5% error rate or less.
  • Typing with 35 wpm with 5% error rate or less.
  • Math assessment - must obtain a proficient score between 2.51 or above.
  • Comprehension/critical thinking must obtain a proficient score 2.51 or above.
  • Basic Computer Literacy must have a score 70% or higher.
  • Service assessment must obtain score in the 31st percentile or above.
Preferred Qualifications:
  • N/A

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