Kaiser Permanente Patient Care Representative IV in Renton, Washington
Act as the patients first point of contact with Kaiser Foundation Health Plan of Washington. Perform general reception duties, including answering telephones, making appointments, maintaining provider calendars, registering patients, accessing accounts, cashiering and entering data. May answer telephones in a centralized call center and make outbound calls to confirm scheduling. Work with members of the clinical practice team and business office to ensure that appointments, cashiering and data entry transactions are appropriate.
Telephone Management: Answers designated telephone calls in a courteous, timely manner. Responds to calls according to specific guidelines. Performs telephone screening and refers calls appropriately. Communicates and shares information with other departments as necessary.
Appointment making/registration: Prepares and maintains appointment templates for designated providers/locations, as directed. Screens calls and makes appropriate appointments for health care services. Cancels and reschedules appointments, as necessary. Screens calls for emergencies and directs calls per standardized guidelines. Reviews, verifies and updates appropriate screens for demographic, financial, clinical and other flags and appoints/directs patients appropriately.
Account intake/Verification: Determines if visit is for an accident or injury or other type of billable services (private, third party). Determines plan for which appointment is being made. Adds new account information, as appropriate. Verifies insurance coverage and/or obtains pre-authorization, as assigned, including looking up guarantors in internal systems and/or calling external payers.
Reception/Check-in/Cashiering: Greets patients upon arrival. Checks patients for the appropriate provider/location. Verifies demographic and insurance information for accuracy and completeness. Selects correct plan during account set up. Collects co-pays for services, if applicable. Directs patients to the appropriate location for service. Performs daily cash reconciliation and reporting.
Data Entry: Enters CPT/ICD-p indicated on the Treatment Record From (TRF) into the encounter system for all services provided for that visit. Performs other data entry, as assigned.
THE PATIENT CARE REPRESENTATIVE AT AMS FOCUSES ON TELEPHONE MANAGEMENT. NO APPOINTING, CASHIERING, BILLING, OR FACE TO FACE PATIENT CONTACT. MINIMAL DATA ENTRY AND ACCOUNT VERIFICATION.ADDITIONAL DUTIES BEYOND LISTED TASKS INCLUDE PATIENT REMINDER CALLS, ADMINISTRATIVE DUTIES, OTHER DUTIES AS ASSIGNED.PREFERRED QUALIFICATIONS: EXPERIENCE WORKING IN DAWN AC SOFTWARE AND EPIC-DEMONSTRATES INITIATIVE AND ADVANCED PROBLEM SOLVING -EXCELLENT TELEPHONE CUSTOMER SERVICE SKILLS
- Minimum one (1) year of customer service experience.
- High School Diploma/GED.
License, Certification, Registration
Basic PC skills in a MS Windows environment.
10-key and typing (35 WPM).
Customer service, communication, and organizational skills.
One (1) year experience in a patient care setting.
Experience using an automated patient accounting and scheduling system(s), especially IDX (Phamis) LastWord.
Initiative and problem solving skills.
Understanding of Kaiser Foundation Health Plan of Washington billing protocols.
Vocational training in medical office procedures.
TITLE: Patient Care Representative IV
LOCATION: Renton, Washington
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.