Service Representative Cashier Optical; Bilingual

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 are the primary focus; 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.

• Upholds Kaiser Permanente’s Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
• Customer Service (Greeting, navigating, instructing/educating).
• Greets members/patients and provides reception services, including directing and assisting members in navigating through the medical center; provides way finding to appropriate care locations/departments as availability allows; provides direction and instructional guidance to patients who are unable to perform check-in services independently via KP interactive and emerging technologies.
• Provides coordination of services to address member needs related to benefits, finance and other member services utilizing available technology.
• Provides reception for designated area(s); verifies patient visit with pre-established appointment scheduling; registers patients; verifies and selects appropriate insurance coverage including confirmation of alternate insurance, and assists members at designated KP interactive and emerging technologies and on all Kaiser Permanente sponsored electronic devices and technologies.
• Provides patient information to family members, following established patient confidentiality guidelines.
• Provides patients with assistance and education regarding the use of KP interactive and emerging technologies.
• Demonstrates flexibility when addressing various member issues and needs related to operations and member services.
• Follows KP Service Standards.
• General
  
  Job Functions:
• Schedules member and nonmember appointments and follow-ups by telephone, mail, electronically or in person utilizing Kaiser Permanente’s computer systems as directed by provider or pre-established protocol.
• Ensures current schedules are accurate and makes authorized changes as appropriate.
• Verifies members’ benefits, notifies member of applicable cost share and updates patient demographics information including all patient registration and billing information. Escalates issues as appropriate.
• Directs patients to waiting areas; obtains relevant information to determine priority appointment time/date; confirms appointment changes due to cancellations and notifies patients of available alternate times; schedules/registers for follow-up appointments, tests and procedures.
• Answers calls and relays messages to staff.
• Distributes questionnaires, various medical/authorization/insurance forms, patient communication materials, and completes statistical reports as requested.
• Provides patient instructions as appropriate.
• Performs related clerical duties as required, such as direct booking, copying, etc.
• Performs related clerical duties in support of Clinic Strategic Goals and Proactive Office Encounters.
• Provides telephone reception for designated area by screening and referring incoming calls to appropriate staff; takes and relays messages; gives out general or procedural information.
• May assist in orienting new employees.
• Maintains courteous relations with patients and staff.
• Follows Labor Management Principles.
• May perform other duties as required.
• Cash Handling:
• Follows Kaiser Permanente cash safeguarding and cash handling policies and procedures.
• Determines and collects appropriate payments for services and products (where applicable) rendered as required per health plan coverage and the established fee schedule; informs member of account balance information; collects and documents in the computer…