Associate, Patient Registration

Job Summary:

The Patient Registration Associate is the first point of contact for Kaiser Permanente members and visitors. Responsible for business functions related to patient registration and appointment scheduling. Leverages digital and non-digital platforms to handle Release of Information and Business Office processes. Provides exceptional member experiences and assists with insurance forms, benefits, and payment transactions. Addresses member concerns in a timely manner. Must be able to work independently, take initiative, and prioritize multiple projects simultaneously.

Essential Responsibilities:

• Assist members with registration, verifying eligibility and updating demographic information, payment plans, and creating new accounts.
• Process co-payment and regulatory front-end forms and assist members who qualify for Medical Financial Assistance by setting up qualifying services.
• Utilizes available resources to determine patient account status and answers questions regarding co-pay, deductibles, co-insurance, and deposits, as applicable.
• Provides explanation on member health plan portfolio, Kaiser Permanente services and business cycle, benefits, and clinic locations, as appropriate.
• Proficient in Point of Service (POS), back-office copay, and outstanding balance (OSB) collection.
• Practices proper cash handling, reconciliation, and end-of-day processes in accordance with established policies and guidelines.
• Assist new members through the onboarding process.
• Address and resolve member concerns.
• Subject matter expert for support of customer service coordinator and handling escalated member concerns.
• Greets members in the MOB at Kiosk general areas and assists with wayfinding.
• Proficient in Health Connect as related to their job duties.
• Manages complex appointment scheduling at the request of members/physicians, per established protocols, and provides pre-appointment instructions, as necessary.
• Assists with patient navigation, as appropriate.
• Adheres to record retention practices.
• Documents quality issues and informs the appropriate personnel.
• Follows appropriate procedures for medical and non-medical emergencies in the medical office building or campus.
• Request and maintain supplies for the Kiosk and reception areas.
• Support of back-office duties and projects (i.e. answering phones, calling nurse/lab tech for IVs, coordinating patient transport, coordination with ancillary services, including pharmacy, lab, and radiology, instrument delivery and inventory management, assist with ordering and stocking of linens and nutrition supplies, obtaining outside medical records, ordering referrals, scheduling appointments and stat tests, etc.).
• May perform other duties as assigned.