Job description
Ensures interaction with patient/member constitutes a professional and satisfying customer experience through welcoming engagement, registering, and assisting patients/members.
Essential Functions:
- Welcomes members by addressing members by name and may provide general information or referring to appropriate staff, apologizing for delays in service, and other behaviors as appropriate.
- Registers patients/members including verifying eligibility.
- Updating demographic information, including race, ethnicity and language preference.
- Identifying FYIs and special features.
- Coordinating appropriate assistance, creating new accounts and coverages, and performing other functions in HealthConnect as indicated by business needs.
- Upon request, verifies that pharmacy orders have been placed in HealthConnect.
- Upon request, verifies the status of laboratory results.
- Alerts health care team or member when results are listed as complete.
- Assists patients/members, when appropriate, with explaining specific member benefits and copays/applicable fees, and initiating and completing appropriate forms as needed.
- Initiates and processes paperwork related to the member visit, as appropriate.
- Conducts monetary transactions in accordance with established policies and guidelines, including:
- Receiving funds from patients/members, completing receipts.
- Properly posting transactions.
- Informing patients/members of available payment/Medical Financial Assistance.
- Retrieving, reconciling, and returning the change fund.
- Facilitates the needs of the members by scheduling appointments at the request of members and providers in accordance with established protocol.
- Informing members of appointment date(s).
- Giving appropriate pre-appointment instructions.
- Receiving, screening, and returning telephone calls as directed.
- Taking messages and forwarding calls, as appropriate.
- Orders and maintains supplies for the reception area.
- Informs providers or staff of members needing immediate attention.
- Brings unusual situations to the attention of the appropriate staff.
- Performs other related duties, as appropriate.
Basic Qualifications:
Experience
- One (1) year of customer service in an office setting required.
- High School Diploma or equivalent required.
- N/A
Additional Requirements:
- Proficiency in the use of applicable computer software.
- Demonstrates a working knowledge of Health Plan coverage types, for example (but not limited to) traditional and deductible
- Effective interpersonal and communication skills.
- Approachability.
- Customer Focus.
- Patience.
- Problem-solving.
- Priority Setting.
- Functional/ Technical Skills (multi-tasking).
Preferred Qualifications:
- One (1) year of reception experience in a health care setting preferred.
- Current BLS certification preferred.
- Knowledge of medical terminology preferred.
PrimaryLocation : Maryland,Halethorpe,South Baltimore County Medical Center
HoursPerWeek : 1
Shift : Day
Workdays : Mon, Tue, Wed, Thur, Fri, Sat, Sun
WorkingHoursStart : 07:00 AM
WorkingHoursEnd : 06:00 PM
Job Schedule : Call-in/On-Call
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : M40|OPEIU|Local 2
Job Level : Individual Contributor
Job Category : Administrative & Support Services
Department : S. Balt. county Med Center - Rgnl Med Fac-Med Ops Bus Svc - 1808
Travel : Yes, 100 % of the Time
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
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