Job Details

Service Representative- Ambulatory Service

Job Summary: Acts as first point of contact for Kaiser Permanente members/patients and assists members/patients through the registration process under minimal direct supervision. Practices proper cash handling and reconciliation processes in accordance with established policies and guidelines. Member and patient needs should be the primary focus of one's actions; develops and sustains productive member/patient relationships. Actively seeks information to understand member/patient circumstances, problems, expectations, and needs. Establishes and builds rapport and cooperative relationships with the public/members/staff. Responds quickly to meet member/patient needs and resolve problems using good judgment. Functionality may differ based upon operational setting.

Responsibilities

• Upholds Kaiser Permanente Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
• Greet members/patients and provide reception services, including directing and assisting members in navigating through the medical center.
• Provides coordination of services to address member needs related to benefits, finance and other member services using available technology.
• Verifies patients' visits with pre?established appointment scheduling, registers patients, verifies and selects appropriate insurance coverage including confirmation of alternate insurance, and assists members on all Kaiser Permanente sponsored electronic devices and technologies.
• Provides patient information to family members, following established patient confidentiality guidelines.
• Assists and educates patients with regard to the use of KP interactive and emerging technologies.
• Demonstrates flexibility when addressing various member issues and needs related to operations and member services.
• Schedules member and non?member appointments and follow?ups by telephone, mail, electronically or in person using Kaiser Permanente computer systems.
• Ensures current schedules are accurate, makes authorized changes as appropriate.
• Verifies member benefits, notifies members of applicable cost share and updates patient demographic information; escalates any issues as appropriate.
• Obtains relevant information to determine priority appointment time/date and confirms changes due to cancellations, schedules/registers for follow?up appointments, tests and procedures.
• Answers calls and relays messages to staff.
• Distributes questionnaires, medical/authorization/insurance forms, patient communication materials, and completes statistical reports as requested.
• Provides patient instructions as appropriate.
• Performs related clerical duties such as direct booking, copying, etc., in support of Clinic Strategic Goals and Proactive Office Encounters.
• Provides telephone reception by screening and referring incoming calls to appropriate staff; takes and relays messages; gives general or procedural information.
• May assist in orienting new employees.
• Maintains courteous relations with patients and staff.
• May perform other duties as required.
• Follows Kaiser Permanente cash safeguarding and cash handling policies and procedures.
• Determines and collects appropriate payments for services and products rendered; informs member of account balance; collects and documents receipts in the computer system; reviews with members as appropriate.
• Balances total revenue received with computer system cash drawer, completes closing process, and deposits daily revenue securely.

Additional Duties for Optical Services

• Coordinates eyewear for delivery to patient.
• Communicates with the Optical Lab, Contact Lens Distribution Center, and other Optical Centers to manage eyewear order logistics.
• Assists with inventory control procedures.

Additional Duties for Laboratory

• Explains proper specimen collection to members; rejects unsatisfactory specimens.
• Ensures all pertinent information is entered into system during accessioning.
• Updates and maintains all necessary logs.
• Accesses laboratory requests in Health Connect/Laboratory Information System.
• Maintains printers sorts and distributes results from printer processing.
• Performs pre?analytical phase testing by centrifuging, separating, barcoding and transporting specimens.

Seniority level

Entry level

Employment type

Full?time

Job function

Other

Industries

Hospitals and Health Care

Location: Indio, CA | Salary: $41,600.00 - $63,627.00