Cashier Receptionist G4 (On-Call)

The Cashier/Receptionist is a member of the health care department team who functions under the direction guidance and supervision of the department manager, department supervisor, assistant manager, or designee. The cashier/receptionist greets and checks in all patients in a professional and courteous manner. Additionally, this position is responsible for complete and accurate check-in, revenue collection, and safeguarding revenue. Responsible for having a 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. Directs and checks the work of at least two Emergency Department Cashiers/Receptionists.

Essential Functions:
• Customer Service: Serves as an ambassador for Kaiser Permanente by exhibiting respectful, professional, 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 and needs. Addresses patient problems, concerns and issues and escalates to management when necessary. Refers to other departments and administrative services.
• 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. Provides patient, family and/or significant other with interpreter services whenever needed.
• Assist patients/members: Assists with facility directions. Refers to other departments and administrative services for further information, e.g., Member Services, Medical Secretaries, and Financial Counseling, Billing. Directs patients to appropriate area after the arrival/registration process is completed (to clinic, to waiting area, to L&D).
• As a partner in the care team, interacts in a way in which high-quality patient-centered care and customer service are consistently provided. Under the direction of the RN, may provide core comfort care and communicate with patients and families or significant others. Problem solves, follows-up, and/ or reports barriers to care, service or quality issues to Charge Nurse, management or other appropriate person. Notifies TRIAGE nurse verbally and immediately when adults present with complaint of chest pain, or when it would be obvious to a reasonable lay person that a patient requires immediate attention. May be required to print and apply patient identification arm band.
• Demonstrates telephone etiquette skills: Is courteous and professional when on the telephone. Takes accurate, legible and complete messages and forwards to the appropriate party.
• Registration and Systems: Registration process may occur at any/all of the following locations: registration desk, patient bedside, check-out desk.
• Follow appropriate patient registration policy: Follows department protocols for application of the registration script. Follows Emergency Department registration scripting. Consistently abides by provisions of EMTALA in all registration procedures. Registers patients by following policies and procedures and using the appropriate electronic systems or manual visit records when the systems are down.
• 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 system and workflow changes. Completes all tasks within the technical systems 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 collections, etc.
• Other registration duties may include: Obtains authorizations for external insurance companies. Obtains a patient medical record number when necessary. Schedules follow-up appointments in the clinic. Records additional patient information in the electronic system. Refers patients for financial counseling support. Receives, documents and releases patient valuables. Maintains the patient will-call area box if applicable.
• Documentation and Registration Data Quality: Verifies patient identification and documents according to outlined procedures. Accurately and completely records/verifies demographic information and other key patient data such as: Language Preferences and Interpreter information, Address, Contact information, Race/Ethnicity.
• Arrives patients in the electronic system including accurately recording critical registration data elements such as: Admission Source, Category and Type, Means of Arrival, Transfer Source, Information required for accurate billing, Obtains confidential/HIPAA status for visit. Obtains consent for Treatment. Any other data elements required for regulatory or compliance reasons.
• Ensures completion and documentation of receipt of patient forms according to registration system prompts and department procedures. May distribute relevant brochures or letters to the patient or patient’s agent.
• Provides notice of privacy practice to all patients.
• 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. Can 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 Respons