Position Summary: The Cashier Receptionist/Scheduler Imaging is a member of the health care department team 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 Duties and Responsibilities:

Customer Service

1. 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.

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

2. 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

3. 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

2. 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

1. 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

2. 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.

3. 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

4. For Same Day appointments, the scheduling duties below will be utilized during registration.

Documentation and Registration Data Quality

1. Verifies patient identification to ensure right patient for right exam and document according to outlined procedures.

2. Accurately and completely records/verifies demographic information and other key patient data such as:

Address

Contact Information

3. 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

Requests 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.

Minimum Qualifications:

High School Diploma/GED.

One year of work experience involving customer service and cash handling, cash balance or reconciliation within the last 3 years.

Previous experience in a healthcare setting preferred

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.

PrimaryLocation : California,Oakland,Oakland Specialty Medical Office Bldg.
HoursPerWeek : 16
Shift : Evening
Workdays : Week I: Sun, Fri; Week 2: Mon, Sat
WorkingHoursStart : 02:00 PM
WorkingHoursEnd : 10:30 PM
Job Schedule : Short Hour
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : A04|OPEIU|Local 29
Job Level : Entry Level
Job Category : Administrative & Support Services
Department : Oakland Hospital - Radiology-Receptionist - 0206
Travel : No
Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.