The cashier receptionist/scheduler is a member of the health care department team in the Imaging/Radiology department who functions under the direction guidance and supervision of the department manager, assistant manager, or designee. The cashier receptionist/scheduler greets and checks in all patients reporting to the medical office in a professional and courteous manner. This position is responsible for accurate check-in, scheduling, revenue collection and safeguarding revenue for all patients. Responsible for having knowledge of processes and procedures for the department as well as general knowledge of the medical center in order to assist patients with questions and concerns. Requires extensive use of the computer and a significant amount of contact with the public. Requires spending at least 50% of the time doing scheduling.
Essential Responsibilities:
Customer Service
Serves as an ambassador for Kaiser Permanente by exhibiting respectful, courteous, and friendly behavior towards and around our patients and members. Takes accountability for customer experience at Point of Service.$ads={1}
Creates a welcoming environment including maintaining a professional demeanor, appearance and physical environment
Greets patients, assists with facility directions, provides resources, answers questions and when applicable escalates issues
Actively seeks information to understand the member/patient circumstances, problems, expectations needs
Addresses patient problems, concerns and issues and escalates to management when necessary
Refers to other departments and administrative services
Consistently demonstrates service behaviors and principles
Understands the Kaiser Permanente Mission and the patient Bill of Rights and integrates them into interactions with patients
In all interactions with patients, members, physicians, staff and visitors, demonstrates service-oriented behaviors that include culturally sensitive good manners, respect, and polite communications.
Interacts with patients/visitors appropriately, according to age, developmental, and cultural factors
Assists patients/members
Assists with facility directions
Refers to other departments and administrative services for further information, e.g., Member Services, Medical Secretaries, Financial Counseling and Billing
Directs patients to appropriate area after the arrival/registration process is completed
Utilize Language Line, QBS and ASL services as needed
Demonstrates telephone etiquette skills
Is courteous and professional when the telephone
Takes accurate, legible and complete messages and forwards to the appropriate party.
Registration and Systems
- Follow appropriate patient registration policy and procedures
Follows department protocols for application of the registration script
Registers patients by following policies and procedures and using the appropriate electronic systems, or manual visit records when the systems are down.
Systems
Navigates and uses multiple organizational systems
E.g., registration system, appointment system, email system, etc
Accesses, reviews and keeps current with appropriate reference materials alerting to systems and workflow changes
Completes all tasks within a technical system in order to perform all expected job duties
Understands the system impact when making decisions while performing the registration function that may impact billing, clinical or regulatory reporting, cost share collection, etc.
Initiate downtime procedures when necessary.
Other registration duties may include:
Obtains a patient medical record number when necessary
Schedules follow-up appointments in the clinic
Records additional patient information in the electronic system
Screens patients for metallic objects prior to MRI
Refers patients for financial counseling
Receives, documents and releases patient valuables
Maintains the patient will-call area box if applicable
For Same Day appointments, the scheduling duties below will be utilized during registration.
Documentation and Registration Data Quality
Verifies patient identification to ensure right patient for right exam and document according to outlined procedures.
Accurately and completely records/verifies demographic information and other key patient data such as:
Address
Contact Information
Ensures completion and documentation of receipt of patient forms according to registration system prompts and department procedures
May distribute relevant brochures or letter to the patient or patient's agent.
Benefits
Has a working knowledge of health plan coverages.
Demonstrates basic level knowledge and understanding of guiding principles for Health Plan coverages; for example (but not limited to) classic, deductible coinsurance, and self-funding plans.
Provide basic coverage and benefit information to patients, but refers patients to appropriate resources for complex questions.
Determines patient's membership and benefits according to the benefit information displayed in the electronic systems.
When electronic information is not available, trusts the patient regarding benefit and coverage information.
Records Insurance Information.equests and verifies insurance information from patients including Medicare Secondary Payor information, and information sufficient to bill Government, Commercial, Third Party Payors or other financial sponsors.
Creates appropriate accounts and coverages in the electronic system.
Cash Handling and Revenue Collection
Complies with all applicable cash handling policies and procedures.
Handles revenue, reconciles shift and deposits funds according to the Cash Handling Responsibility Agreement .
Handles safekeeping of change funds, all revenue collected during the shift, all assigned revenue documents, and all keys assigned for cash control.
Obtains, secures, and ensures sufficient denominations to provide change.
Uses correct procedures to document and report discrepancies.
Problem solves and makes attempts to resolve issues and cash discrepancies in cash drawer and change fund.
Obtain verification and necessary pending authorizations from non-KP insurers (including Medicare, Medi-Cal and COB) on members and non-members when Financial Counselor is not available.
Informs patients that they may receive a bill depending on their coverage and services received.
Never denies or defers services based on the patient's ability to pay.
Calculate member liability based on benefit plan (e.g.IVF, etc.)
Collects and records the appropriate cost share from patients.
Identifies and collects non-dues revenue from patients.
Notifies patients of payment options and other critical information regarding their financial liabilities.
Explains basic cost share information to patients.
Uses overrides to cost share collection, as directed by registration policies and procedures.
Other Responsibilities
Manages and performs department-specific tasks
Adheres to all department, facility and regional policies and procedures
Team and Department responsibilities
Communicates with clinical and non-clinical staff as needed
Communicates clearly, appropriately and constructively with other staff and physicians, in the ED, the Medical Center, and the community.
Works toward positive operational outcomes.
Performs other duties as required.
Must spend no more than 50% of time on the above duties.
Scheduling - Must spend at least 50% of time on these duties:
Facilitate the timely scheduling of patients by coordinating patient information with physicians or technologist.
Receive orders, facilitate appropriate scheduling assignments and communicate information to patients.
Verify if there is a staff message to reply back to the order physician prior to scheduling
Prioritize cases/referrals utilizing established guidelines.
Contacts patient to schedule exam/procedure and return appointments according to established procedures and scheduling guidelines, when applicable.
Utilize protocols to determine and communicate proper patient preparation including checking for allergies, lab tests, and pre-requisite exams.
Notify and inform patient/member of cost share obligations and conduct screening questionnaires when applicable
Notify physician to order pre-requisite tests or meds as appropriate, according to protocol.
Communicate through use of technology to providers office to ensure order(s) has been placed or authenticated
Refer patients to other resources as needed (e.g., eligibility and financial support services, Patient Financial Services/Business Office, member services, medical secretaries).
Follow defined KP Health Connect workflows.
Secure patient charts and i.e., history/physical, lab, informed consents, etc., in advance of exam/procedure.
Cancel and reschedule appointments when needed.
Notify all departments in a timely manner within the center of any changes in the schedule, i.e., add-ons, cancellations and no-shows.
Contact patients to remind them of appointments and prep.
Provide exam/study preparation materials to patients per protocol.
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Grade 04
Basic Qualifications:
Experience
One (1) year of work experience involving customer service and cash handling, cash balance or reconciliation within the last 3 years.
Education
High School Diploma/GED.
License, Certification, Registration
N/A
Additional Requirements:
Basic knowledge and use of computer including passing of a PC skills assessment
Typing 35 WPM and 10-key proficiency
Proficiency in both verbal and written formats
Basic addition and subtraction math skills, including passing of Math assessment
Ability to multi-task, organize, manage time and prioritize workflow in a complex environment.
Must be willing to work in a Labor Management Partnership environment.
Preferred Qualifications:
Previous experience in a healthcare setting preferred.
Grade 04
PrimaryLocation : California,Redwood City,Redwood City Maple Medical Offices
HoursPerWeek : 20
Shift : Day
Workdays : Week 1: Mon (11a-730P), Tue (11a-730p), Sat (9a-530p); Week 2: Sun (9a-530p), Fri (11a-730p) *May travel to San Mateo as needed for department needs.
WorkingHoursStart : 11:00 AM
WorkingHoursEnd : 07:30 PM
Job Schedule : Part-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : A01|SEIU|United Healthworkers
Job Level : Entry Level
Job Category : Administrative & Support Services
Department : Redwood City Hospital - Radiology-Receptionist - 0206
Travel : Yes, 15 % 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.
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