Cashier Receptionist Scheduler Imaging

Job Summary

The cashier receptionist/scheduler is a member of the health care department team in the Imaging/Radiology department who functions under the direction, guidance, and supervision of the department manager, assistant manager, or designee. The cashier receptionist/scheduler greets and checks in all patients reporting to the medical office in a professional and courteous manner. This position is responsible for accurate check‑in, scheduling, revenue collection and safeguarding revenue for all patients.

The role requires extensive use of the computer and significant public contact, and requires spending at least 50 % of the time on scheduling.

• Customer Service
  • Serves as an ambassador for Kaiser Permanente by exhibiting respectful, courteous, and friendly behavior toward and around patients and members. Takes accountability for customer experience at the point of service.
  • Creates a welcoming environment, 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.
  • Assists with facility directions.
  • Refers to other departments and administrative services for further information, e.g., Member Services, Medical Secretaries, Financial Counseling and Billing.
  • Directs patients to appropriate areas after the arrival/registration process is completed.
  • Utilizes Language Line, QBS and ASL services as needed.
  • Demonstrates telephone etiquette skills and takes accurate, legible, and complete messages and forwards to the appropriate party.
• Registration and Systems
  • Follows appropriate patient registration policy and procedures.
  • Follows department protocols for application of the registration script.
  • Registers patients by following policies and procedures and using the appropriate electronic systems, or manual visit records when the systems are down.

• Navigates and uses multiple organizational systems (e.g., registration system, appointment system, email system).
• Accesses, reviews and keeps current with appropriate reference materials alerting to systems and workflow changes.
• Completes all tasks within a technical system 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 collection, etc.
• Initiates downtime procedures when necessary.
• Other registration duties may include: obtaining a patient medical record number; scheduling follow‑up appointments; recording additional patient information; screening patients for metallic objects prior to MRI; referring patients for financial counseling; receiving, documenting, and releasing patient valuables; maintaining the patient will‑call area box; and for same‑day appointments, performing the scheduling duties below.
• Documentation and Registration Data Quality: verifies patient identification to ensure the right patient for the right exam and documents according to outlined procedures, accurately and completely recording demographic information and other key patient data such as address and contact information; ensures completion and documentation of receipt of patient forms according to registration system prompts and department procedures; may distribute relevant brochures or letters.

• Has a working knowledge of…