[Hiring] Appointment/Registration Clerk @Kaiser Permanente

Role Description

Under direct supervision, performs a variety of clerical and patient attending duties; ensures optimum service and attention to patient/customers.

• Service patients, members, and visitors; acknowledges them in a prompt, courteous and professional manner.
• Operates current office equipment & other cash related equipment; assures all equipment in cashiering area are operating in an acceptable manner; assesses status of equipment malfunctions; resolves when appropriate; reports any unresolved problems appropriately and notifies lead or supervisor.
• Serves as clerical resource and contact person to staff as appropriate; collaborates with team to ascertain and coordinate team and individual concerns and issues; collaborates and assists with team, leadership and other committees as appropriate to design, plan, coordinate, and implement process improvements; identifies and resolves issues around improvement as appropriate; recommends ideas and suggestions to improve operation of area.
• Receives incoming and intra-office calls; ascertains need; directs to proper individual or location; takes messages; provides limited non-confidential information; maintains contact with other facilities and support departments; resolves basic problems; assists with difficult problems when necessary; refers to lead/supervisor after all appropriate alternatives are exhausted; notifies supervisor of process problems/issues that need attention; assists with patient complaints; collaborates with lead/supervisor to develop operational strategies.
• Performs a variety of duties pertaining to patient appointments; ascertains patients need for routine appointments and schedules appointments according to need or under direction of medical staff; refers to medical staff as appropriate; completes appointment process; enters/updates pertinent patient appointment and registration data in computer; verifies patients insurance eligibility; captures appropriate guarantor and coverage information as appropriate; provides accurate information to enable accurate collections of funds; notifies members of rescheduled or cancelled appointments; compiles data and information for special and routine reports, studies and statistics as requested.
• Assures departmental and organizational quality of service standards are upheld; works with lead/supervisor in identifying potential and existing barriers to maintaining standards; requests or requisitions material or supplies; ensures adequate inventory; assures all clerical equipment in area is operating in acceptable manner; reports malfunctions to appropriate party; follows appropriate procedure for repair within limits of authority; implements corrective measures, enhancements or modifications as instructed.

Qualifications

• One (1) year customer service/sales, public relations or related experience.
• High school diploma; or equivalent combination of education (lesser) & experience may be considered in lieu of requirements.

Requirements

• Demonstrated knowledge of and skill in oral communication, written communication, customer service, interpersonal relations, detail-oriented, problem solving, adaptability, teamwork, conflict resolution, systems thinking, prioritization & multi-tasking.
• Talking to co-workers, customers, outside vendors, and on the telephone.
• Reading, writing, speaking and understanding English.
• Training/giving and receiving instructions.
• Mathematical ability, attention to detail (e.g. organization, prioritization, proofing), concentration and alertness.

Preferred Qualifications

• Demonstrated knowledge of and skill in any one of word processing, spreadsheet, or database PC applications.
• Appointment registration and scheduling experience.
• Demonstrated knowledge of healthcare and insurance benefits.
• Post high school coursework - medical terminology.