Cashier Receptionist Scheduler Imaging

• Actively seeks information to understand the member/patient circumstances, problems, expectations needs
• Assists with facility directions
• Refers to other departments and administrative services
• Utilize Language Line, QBS and ASL services as needed
• Refers to other departments and administrative services for further information, e.g., Member Services, Medical Secretaries, Financial Counseling and Billing
• In all interactions with patients, members, physicians, staff and visitors, demonstrates service-oriented behaviors that include culturally sensitive good manners, respect, and polite communications.
• Consistently demonstrates service behaviors and principles
• Directs patients to appropriate area after the arrival/registration process is completed
• Creates a welcoming environment including maintaining a professional demeanor, appearance and physical environment
• 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.
• Demonstrates telephone etiquette skills
• Understands the Kaiser Permanente Mission and the patient Bill of Rights and integrates them into interactions with patients
• Takes accurate, legible and complete messages and forwards to the appropriate party.
• Assists patients/members
• Greets patients, assists with facility directions, provides resources, answers questions and when applicable escalates issues
• Is courteous and professional when the telephone
• Addresses patient problems, concerns and issues and escalates to management when necessary
• Interacts with patients/visitors appropriately, according to age, developmental, and cultural factors

• Follow appropriate patient registration policy and procedures
• Registers patients by following policies and procedures and using the appropriate electronic systems, or manual visit records when the systems are down.
• Follows department protocols for application of the registration script

• Accesses, reviews and keeps current with appropriate reference materials alerting to systems and workflow changes
• Navigates and uses multiple organizational systems
• Initiate downtime procedures when necessary.
• Understands the system impact when making decisions while performing the registration function that may impact billing, clinical or regulatory reporting, cost share collection, etc.
• Completes all tasks within a technical system in order to perform all expected job duties
• E.g., registration system, appointment system, email system, etc

• Records additional patient information in the electronic system
• Refers patients for financial counseling
• Obtains a patient medical record number when necessary
• Screens patients for metallic objects prior to MRI
• 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.
• Schedules follow-up appointments in the clinic

• Contact Information
• Creates appropriate accounts and coverages in the electronic system.
• Has a working knowledge of health plan coverages.
• 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.
• 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.
• Verifies patient identification to ensure right patient for right exam and document according to outlined procedures.
• Provide basic coverage and benefit information to patients, but refers patients to appropriate resources for complex questions.
• Address
• 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.
• Accurately and completely records/verifies demographic information and other key patient data such as:
• Benefits
• 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.

• Calculate member liability based on benefit plan (e.g.IVF, etc.)
• Obtains, secures, and ensures sufficient denominations to provide change.
• Uses overrides to cost share collection, as directed by registration policies and procedures.
• Uses correct procedures to document and report discrepancies.
• Collects and records the appropriate cost share from patients.
• Informs patients that they may receive a bill depending on their coverage and services received.
• Problem solves and makes attempts to resolve issues and cash discrepancies in cash drawer and change fund.
• Explains basic cost share information to patients.
• Handles safekeeping of change funds, all revenue collected during the shift, all assigned revenue documents, and all keys assigned for cash control.
• 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.
• Handles revenue, reconciles shift and deposits funds according to the Cash Handling Responsibility Agreement .
• Never denies or defers services based on the patient's ability to pay.
• Complies with all applicable cash handling policies and procedures.
• Identifies and collects non-dues revenue from patients.
• Notifies patients of payment options and other critical information regarding their financial liabilities.

• Communicates clearly, appropriately and constructively with other staff and physicians, in the ED, the Medical Center, and the community.
• Adheres to all department, facility and regional policies and procedures
• Manages and performs department-specific tasks
• Must spend no more than 50% of time on the above duties.
• Performs other duties as required.
• Communicates with clinical and non-clinical staff as needed
• Works toward positive operational outcomes.
• Team and Department responsibilities

• Notify physician to order pre-requisite tests or meds as appropriate, according to protocol.
• 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.
• Utilize protocols to determine and communicate proper patient preparation including checking for allergies, lab tests, and pre-requisite exams.
• Follow defined KP Health Connect workflows.
• Contact patients to remind them of appointments and prep.
• Contacts patient to schedule exam/procedure and return appointments according to established procedures and scheduling guidelines, when applicable.
• Receive orders, facilitate appropriate scheduling assignments and communicate information to patients.
• Facilitate the timely scheduling of patients by coordinating patient information with physicians or technologist.
• Verify if there is a staff message to reply back to the order physician prior to scheduling
• Refer patients to other resources as needed (e.g., eligibility and financial support services, Patient Financial Services/Business Office, member services, medical secretaries).
• Notify and inform patient/member of cost share obligations and conduct screening questionnaires when applicable
• Secure patient charts and i.e., history/physical, lab, informed consents, etc., in advance of exam/procedure.
• Prioritize cases/referrals utilizing established guidelines.
• Communicate through use of technology to providers office to ensure order(s) has been placed or authenticated
• Provide exam/study preparation materials to patients per protocol.

• This job has no supervisory responsibilities.

Grade 04

• One (1) year of work experience involving customer service and cash handling, cash balance or reconciliation within the last 3 years.

• High School Diploma/GED.

• N/A

• 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.

• Previous experience in a healthcare setting preferred.